Patient Access Advocate, Part-time Mid shift

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.

Through partnerships with respected, high-performing health systems, Intuitive Health brings its innovative care model to communities known for clinical excellence. Team members are employed by Intuitive Health and work closely alongside our partners to deliver a seamless, patient-centered experience.

Schedule

9:00 AM – 9:30 PM, 2 - 4 shifts per pay period (2-week period). Shifts are highly flexible with a 6-week self-scheduling system that allows employees to schedule their own shifts, following guidelines reviewed during orientation.

About the Role

If you have customer/patient-facing experience in a customer service realm and want to break into healthcare, our Leader works directly with you to ensure you are trained and confident. Bonus points if you have some exposure to healthcare!

The Patient Access Advocate is responsible for greeting patients with a smile, answering phones, entering information into the electronic health record and databases, and performing general clerical duties. A pleasant, professional demeanor and the ability to multitask are essential to making patients feel welcome.

Responsibilities

• Perform registration functions, including updating demographics, verifying insurance, collecting point-of-service payments, and documenting registration information within an electronic system.
• Confirm accounts have accurate information to ensure clean billing.
• Perform visit closure activities, including collecting payments and any needed follow-up activities.
• Provide the highest level of customer service to patients and families during registration and wayfinding.
• Greet patients in a friendly, courteous, and professional manner both in person and over the phone.
• Check patients in and out.
• Verify insurance eligibility and benefits using online electronic verification systems or by contacting payers directly.
• Collect copayments, coinsurance, and deductibles.
• Assist staff and patients with clerical duties, including copying, scanning, and faxing documents.
• Create and maintain patient files.
• Answer and screen phone calls, directing them to the appropriate individual and taking messages as necessary.
• Provide callers with information such as company address, directions, fax numbers, website, and other related details.
• Ensure all paperwork is filled out correctly.
• Maintain a clean and presentable front desk, waiting room, and children’s play area, including 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 welcoming environment to encourage patient retention.
• Follow all HIPAA policies and procedures, as well as company policies.

Requirements

• Minimum typing speed of 50 WPM.
• Flexibility and effective communication skills.
• Collaboration skills and a focus on patient/client needs.
• Technical capacity and basic knowledge of Microsoft Office products (Word, Excel, Outlook).
• High school diploma or GED.
• A minimum of 6 months of work experience in a healthcare setting or one year of customer service experience.
• 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, including managing conflict and seeking supervisor assistance 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.
• 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.

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 and 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.