Patient Access Advocate, Full-time Mid shift

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

Shifts are 9:00 AM to 9:30 PM, 3 shifts per pay week. We offer a 6-week self-schedule that allows employees to schedule their own shifts as long as they follow our scheduling guidelines, which will be reviewed during orientation. If you have customer or patient-facing experience in a customer service role and want to break into healthcare, our Leader will work directly with you to ensure you are trained and confident. Bonus points if you have some exposure to healthcare!

Responsibilities

• Greet patients with a smile, answer phones, and enter information into the electronic health record and database.
• Perform registration functions, including updating demographics, insurance verification, collection of point-of-service payments, and documentation of registration information within an electronic system.
• Confirm accounts have 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 and families during registration and wayfinding.
• Check patients in and out.
• Verify insurance 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, directing them to the appropriate individual. Take and relay messages as necessary.
• Provide callers with information such as company address, directions, fax numbers, website, and other related details.
• Confirm all paperwork is filled out correctly.
• Maintain a clean and presentable front desk, waiting room, and children’s play area. Perform light housekeeping duties such as emptying trash, vacuuming, mopping floors, and cleaning counters.
• Encourage a friendly and respectful work environment.
• Provide a customer-focused, reassuring, and open environment for patients and their families.
• Follow all HIPAA policies and procedures, as well as company policies.
• Attend staff meetings and huddles as required.

Requirements

• Minimum typing speed of 50 WPM.
• High school diploma or 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, medical terminology, and billing codes (DRG, ICD-10, CPT, HCPCS) preferred.
• Exceptional communication and customer service skills.
• Ability to read, comprehend, and write simple instructions, correspondence, and memos.
• Basic math skills, including addition, subtraction, multiplication, and division.
• Ability to apply common sense to carry out detailed written or oral instructions and deal with problems in standardized situations.
• Ability to work independently, self-directed, and with individuals from diverse backgrounds.
• Analytical and problem-solving skills, with the ability to manage conflict and seek supervisor help when needed.
• Daily focus on attaining productivity standards.
• Minimum of 1 year of experience in a medical office setting desired.
• Familiarity with health insurance and insurance verification.
• Knowledge and skills regarding general office equipment, including telephones, photocopiers, scanners, credit card machines, and fax machines.
• Computer literacy (Word, Excel, Outlook).
• Ability to perform multiple tasks simultaneously and prioritize demands effectively.
• Solid work history.

Schedule

Shifts are 9:00 AM to 9:30 PM, 3 shifts per pay week. Scheduling is flexible with a 6-week self-scheduling system, allowing employees to choose their shifts while adhering to guidelines reviewed during orientation.

Physical Demands

• Standing, walking, use of hands, reaching, sitting, talking, and listening.
• May require lifting up to 10 pounds.
• No special vision requirements.

Work Environment

• Operates in a healthcare setting with potential routine exposure to 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.