Patient Access Advocate, Full-time

About the Company

Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, setting a new standard for innovation and accessibility in the ambulatory care space. Partnering with leading health systems nationwide, Intuitive Health builds and operates retail healthcare facilities that seamlessly integrate urgent care and emergency services under one roof. This innovative model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence. Ranked among the top 1% of global retailers in customer satisfaction, Intuitive Health serves more than 1 million patients annually.

About the Role

The Patient Access Advocate is responsible for greeting patients with a smile, answering the phone, entering information into the electronic health record, database, and performing general clerical duties. In this position, it is imperative to consistently maintain a pleasant, professional demeanor and make patients always feel welcome. Ability to multi-task is a must.

Responsibilities

• Perform registration functions, including updating demographics, insurance verification, collection of point-of-service payments, and documentation of registration information within an electronic system.
• Confirm the account being registered has accurate information to ensure clean billing.
• Perform visit closure activities including collecting payment and any needed follow-up activities.
• Provide the highest level of customer service to patients/family at the time of service through registration interactions as well as providing wayfinding to patients and/or visitors.
• Greet patients in a friendly, courteous, and professional manner both in person and over the phone.
• Check patients in and out.
• Verify insurance for eligibility and benefits using an online electronic verification system or by contacting the payer directly. Collect copayments, coinsurance, and deductibles.
• Assist staff and patients with clerical duties as needed, including copying, scanning, and faxing documents.
• Create and maintain patient files.
• Answer and screen phone calls and direct them to the appropriate individual. Take and direct messages as necessary.
• Provide callers with information such as company address, directions to the company location, company fax numbers, company website, and other related information.
• Confirm all paperwork is filled out correctly.
• Maintain a clean front desk, waiting room area, and children’s play area.
• Perform housekeeping duties such as emptying trash, vacuuming, mopping floors, and cleaning counters.
• Encourage a work environment that is friendly and respectful.
• Provide patients and their families with a customer-focused, friendly, reassuring, and open environment that encourages patients to return.
• Follow all HIPAA policies and procedures.
• Follow all company policies.

Requirements

• Minimum typing speed of 50 WPM.
• High school diploma or general education degree (GED).
• A minimum of 6 months of work experience in a healthcare setting or one year of customer service background.
• Basic knowledge of Microsoft Office Products (Word, Excel, Outlook).
• Basic understanding of insurance preferred.
• Basic understanding of medical terminology and billing codes (DRG, ICD-10, CPT, HCPCS) preferred.
• Exceptional communication skills and customer service.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information to patients and other employees.
• Basic math skills including the ability to add, subtract, multiply, and divide.
• Ability to apply common sense to carry out detailed written or oral instructions.
• Ability to deal with problems in standardized situations.
• Ability to work independently, self-directed, and with individuals from diverse backgrounds.
• Analytical and problem-solving skills.
• Ability to manage conflict and appropriately request the help of a supervisor when needed.
• Daily focus on attaining productivity standards.
• Attend staff meetings and huddles as required.
• Minimum of 1 year of experience in a medical office setting desired.
• Familiar with health insurance and insurance verification.
• Knowledge and skills regarding all general office equipment including telephones, photocopiers, scanners, credit card machines, and fax.
• Must be computer literate (Word, Excel, Outlook).
• Ability to perform multiple tasks simultaneously and prioritize multiple demands effectively.
• Solid work history.

Physical Demands

• This position includes standing, walking, use of hands, reaching, sitting, talking, and listening.
• May require lifting up to 10 pounds.
• No special vision requirements for this position.

Work Environment

• Operates in a healthcare setting.
• May routinely come into contact with patients who have contagious illnesses or diseases.
• Routinely uses standard office equipment such as telephones, laptop computers, smartphones, photocopiers, calculators, and filing cabinets.
• Moderate noise exposure.

Non-exempt. Incumbent will be scheduled based on operational need.