Major Responsibilities  

Oversee daily operations of patient service areas to ensure departmental standards and efficiency are met.  Educate and update staff on changes relevant to their roles, policies, and procedures.  Manage supplies by ordering within budget guidelines and departmental needs.  Assess staffing needs and communicate requirements to leadership; ensure compliance with personnel policies.  Provide leadership and support to patient services staff, including training, orientation, work direction, and performance input.  Create and adjust staff schedules for optimal efficiency and patient throughput, including breaks, meetings, and peak volume coverage.  Assist with financial processes, including point-of-service collections, cash reconciliation, and bank deposits; monitor department work queues.  Support HR functions, such as interviewing, onboarding, staff development, and resolving employee concerns.  Ensure accurate patient registration, including demographic, insurance, and financial information; maintain HIPAA compliance and confidentiality.  Verify insurance coverage and financial responsibility, explain obligations to patients, and refer to Financial Advocates when needed.  Maintain regulatory compliance with HIPAA, EMTALA, Medicare notices, consent forms, and other required documentation; obtain signatures as needed.  Deliver exceptional customer service, including greeting patients, answering inquiries, scheduling appointments, coordinating assistance, and fostering a welcoming environment. 

Minimum Job Requirements 

Education

High school diploma or GED.

Certification / Registration / License 

None

Experience

Two years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry). 

             

Knowledge / Skills / Abilities

Demonstrates organizational values and behaviors, serving as a role model for Advocate Health’s purpose and standards.  Effective leadership and team-building skills, including delegation, motivating staff, managing priorities, and decision-making.  Strong communication and interpersonal abilities, capable of explaining policies, procedures, and financial responsibilities to staff and patients.  Analytical and problem-solving skills, including data collection and interpretation for operational improvements and planning.  Ability to thrive in high-pressure environments, multitasking, prioritizing, and meeting deadlines independently in fast-paced settings.  Exceptional attention to detail and accuracy, ensuring compliance and quality in all processes.  Outstanding customer service and service recovery skills, maintaining professionalism and empathy in diverse situations.  Technical proficiency with healthcare systems, including EPIC, insurance verification tools, patient liability estimation, Microsoft Office, and related technologies.  Knowledge of medical terminology, insurance processes, and regulatory compliance, including HIPAA and applicable state/federal requirements.  Ability to collaborate effectively with physicians, clinical teams, and patients, resolving issues and supporting patient care needs.

  

Physical Requirements and Working Conditions

May require travel, with exposure to weather and road conditions.  Respond promptly to patient emergencies occurring in clerical areas; CPR certification may be required based on location.  Notary licensure/training may be required depending on service line or facility.  Operate necessary equipment to perform job duties safely and effectively.  Work environment includes office and patient contact, with possible exposure to ill or contagious individuals.  Physical mobility and stamina, including frequent sitting/standing transitions, extended periods of standing or sitting, and ability to move throughout the workday.  Ability to lift and push/pull: frequently up to 10 lbs., occasionally 20 lbs. or more, and push/pull up to 50 lbs. with assistance.  Sensory and motor requirements, including clear speech, vision, hearing, touch, and fine motor skills for keyboard data entry; flexible scheduling and on-call availability may be required. 

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.