The role of the Patient Access Advocate II is vital to our front office operations. This role allows you to expand on your proven customer service and medical technology skill sets and positions you as the expert liaison for patient and clinic relations. This role primarily focuses on providing excellent customer service, insurance verification, referral management and in some practices orienting Patient Access Advocate I new hires to be set up for success.
Essential Job Function
- Assists patients through the registration process verifying patient demographics and insurance information to ensure accuracy for payment processing and insurance billing.
- Assists new employees with registration workflows.
- Follows established protocols for collecting and posting co-pays, payment processing and review of records for bad debt.
- Adheres to No Surprise Act.
- Responsible for maintaining accurate cash drawer and preparing daily deposits and following practice close processes.
- Follows practice scheduling guidelines for single or multiple clinics and return, referral and testing appointments Assists new employees with appointment scheduling.
- Follows office procedures for incoming calls, messages, voice mail and email and coordinate follow up where needed.
- Manages referrals and obtains pre-certification as needed and notifies pre-cert coordinator for follow up.
- Creates a positive guest experience through adherence to Steps of Service protocols.
- Deescalates situations when necessary.
- Trains new employees on general clerical support; paperwork, medical records, faxes, scans, filing, typing, etc Ensures new patient information is delivered in a timely manner.
- Mails new patient packets and contact new patients the day before their scheduled appointment.
- Adheres to no show policy, send letters and document no shows in a timely manner.
- Performs other duties as assigned
Education
- Required: High School Diploma or equivalent
- Preferred: Graduate of a certified medical office training course
Experience
- Required: 1 Year clerical experience in medical setting. Proficient in EPIC Cadence/Prelude. Customer Service experience in healthcare setting.
Licensure/Certification/Listing
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Cone Health