Patient Access Advocate, Part-time Nights

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 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 like Deaconess Health System, Intuitive Health brings its innovative care model to communities known for clinical excellence. Deaconess Health System, founded in 1892, is the premier provider of healthcare services to a population of more than 1.5 million across southwestern Indiana, western Kentucky, and southeastern Illinois. Team members are employed by Intuitive Health and work closely alongside our partners to deliver a seamless, patient-centered experience.

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, and performing general clerical duties. This role requires maintaining a pleasant, professional demeanor to ensure patients always feel welcome. The ability to multitask is essential.

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 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.
• 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, and website details.
• Confirm all paperwork is filled out correctly.
• Maintain a clean and presentable front desk, waiting room area, and children’s play area, including housekeeping duties like emptying trash, vacuuming, mopping floors, and cleaning counters.
• Encourage a friendly and respectful work environment.
• Provide a customer-focused, reassuring environment to encourage patient retention.
• Follow all HIPAA policies and procedures, as well as company policies.

Requirements

• Minimum typing speed of 50 WPM.
• High school diploma or GED.
• 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 and correspondence.
• 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 conflict management and knowing when to seek supervisor assistance.
• Daily focus on attaining productivity standards.
• Attendance at 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.
• Proficiency with 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 with potential routine exposure to patients who have contagious illnesses or diseases.
• Routine use of standard office equipment such as telephones, laptop computers, smartphones, photocopiers, calculators, and filing cabinets.
• Moderate noise exposure.

Schedule

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