Patient Access Representative 2

$15-18 per hour

401K Match up to 5%

3-5 shifts per week

4PM-8PM

Primarily Pekin, IL with the potential to float to Peoria locations

Position Summary

The Patient Access Representative 2 performs multiple medical office tasks including, but not limited to, obtaining appropriate patient information for billing and reimbursement of services, uses system-wide computer technology for scheduling and registration, and performs all necessary actions to assure quality customer service, in accordance with the Heartland Health Services’ (HHS) mission, strategic goals, federal and state laws and regulations, performance and outcome objectives, and accreditation standards.   

Essential Functions

• Floats to all Heartland locations as requested; responsible for updating and maintaining related Heartland expense report. 
• Promptly greets patients and visitors upon arrival; is always consciously aware of all people entering Heartland.  
• Answers telephone in a prompt, polite, courteous manner and directs calls to the appropriate persons/departments per in-basket message and/or transfer of phone call. 
• Initiates or updates demographic and billing information to ensure accuracy and completeness of data; enters such data into the practice management system. 
• Interviews patients to obtain verification of identification, insurance and billing information, medical records, and related reporting measures. 
• Verifies and scans insurance cards and all required documentation into practice management system. 
• Obtains information from the State of Illinois MEDI system and adds/updates patient’s information in the practice management system. 
• Notifies clinical staff when patients are registered through the practice management system. 
• Collects various forms of payments from patients as appropriate. Ensures payment coincides with the practice management system and credit card terminal. 
• Reconciles daily collections with computer report of payments posted at the end of every day. 
• Reconciles the cash box at the end of every day. 
• Schedules patient appointments accurately per department guidelines.  
• Consistently contacts patients by phone to remind them of their appointments. 
• Notifies on-site lab of walk-in patients and fills out required paperwork. 
• Distributes written prescription and maintains a signature log of patient/representative picking up prescription. 
• Distributes mail to various clinic departments and employees’ in-house mailboxes. 
• Works on bump list and no-show calls daily. 
• Assists with pre-registration and should also contact any new patients or patients with insurance changes/updates. 
• Maintains a thorough knowledge of the Practice Management System. 
• Helps coordinate workflows to provide excellent customer service. 
• Maintains and follows department policies, procedures, and reference materials.  
• Responds to supervisor’s requests in a timely, respectful, and effective manner. 
• Supports clinic compliance with all applicable federal, state, local, and HHS rules, regulations, protocols, and procedures governing the clinical provision of medical services as well as those relating to, but not limited to, workplace safety, public health, and confidentiality. 
• Supports and is involved in HHS’s continuous quality improvement efforts designed to improve patient outcomes.  
• Works in consultation with clinical teams, direct clinical support staff, and indirect clinical support staff to develop and implement policies and procedures that maximize patient-centered communication and services. 
• Maintains and assures confidentiality of patient information in accordance with HHS’s policies.  
• Reports building/equipment problems through the appropriate channels. 
• Performs any clerical duty or department related task as assigned by supervisor in a continuously changing medical practice. 
• Attends all staff meetings, department meetings, and any other meetings as required.  

Job Qualifications

• High school diploma or equivalent. 
• Courteous, efficient telephone manners; prompt routing of calls. 
• Ability to read and write to review, file, and maintain patient medical records and charts, and to operate standard office equipment at a level normally acquired through high school. 
• Ability to work varying schedules and have reliable transportation.  
• Ability to communicate with supervisor via cell phone regarding staffing changes. 
• Strong interpersonal skills to greet patients, visitors, and staff with a smile and obtain required information and respond to their questions. 
• Analytical ability to balance and organize work to perform multiple functions for the department. 
• Basic Microsoft Word and Excel knowledge preferred but not required. 
• Bilingual in Spanish preferred but not required.