Patient Access Advocate w/ Rotating Weekends

Schedule

Monday – Friday: 8:00 am – 8:00 pm; Every other weekend: 8:00 am – 4:00 pm. Subject to float to other sites for coverage.

About the Role

The Patient Access Advocate II is vital to front office operations. This role expands on proven customer service and medical technology skill sets and positions you as the expert liaison for patient and clinic relations. Primary focus includes providing excellent customer service, insurance verification, referral management, and orienting Patient Access Advocate I new hires for success.

Responsibilities

• Assist patients through the registration process, verifying demographics and insurance information to ensure accuracy for payment processing and insurance billing.
• Assist new employees with registration workflows.
• Follow established protocols for collecting and posting co-pays, payment processing, and review of records for bad debt.
• Adhere to the No Surprises Act.
• Maintain accurate cash drawer and prepare daily deposits; follow practice close processes.
• Follow practice scheduling guidelines for single or multiple clinics and return, referral, and testing appointments.
• Assist new employees with appointment scheduling.
• Follow office procedures for incoming calls, messages, voicemail, and email; coordinate follow-up where needed.
• Manage referrals and obtain pre-certification as needed; notify pre-cert coordinator for follow-up.
• Create a positive guest experience through adherence to Steps of Service protocols.
• De-escalate situations when necessary.
• Train new employees on general clerical support: paperwork, medical records, faxes, scans, filing, typing, etc.
• Ensure new patient information is delivered in a timely manner.
• Mail new patient packets and contact new patients the day before their scheduled appointment.
• Adhere to no-show policy, send letters, and document no-shows in a timely manner.
• Perform other duties as assigned.

Qualifications

Education

• Required: High School Diploma or equivalent.
• Preferred: Graduate of a certified medical office training course.

Experience

• 1 year clerical experience in a medical setting.
• Proficient in EPIC Cadence/Prelude.
• Customer service experience in a healthcare setting.