Patient Representative 80 hours Central Scheduling 0900-1730 - 6901 Portage Rd

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Location

BHG Bronson Healthcare Group

Title

Patient Representative 80 hours Central Scheduling 0900-1730 - 6901 Portage Rd

The Central Scheudling Patient Representative serves as the first point of contact for patients, providers, and internal departments. This role is responsible for accurately scheduling appointments, registering patients, verifying insurance eligibility, interpreting physician orders, and delivering exceptional customer service while supporting organizational revenue cycle objectives.

• Essential Job Responsibilities, Skills, Knowledge and Abilities

  • Answer and manage a high volume of inbound and outbound calls in a professional, courteous, and efficient manner.
  • Schedule patient appointments accurately across multiple facilities, specialties, and ancillary departments according to established scheduling protocols.
  • Analyze, interpret, and process physician orders to ensure patients are scheduled appropriately based on clinical requirements.
  • Communicate appointment details, preparation instructions, and other relevant information clearly to patients and referring providers.
  • Complete patient registration accurately by obtaining and verifying demographic, insurance, and medical information.
  • Verify insurance eligibility and benefits using approved online verification systems and tools.
  • Maintain strict compliance with HIPAA regulations, patient privacy rights, and confidentiality standards in all verbal, written, and electronic communications.
  • Accurately document patient interactions and update electronic health records in accordance with organizational standards.
  • Utilize multiple software applications and operating systems simultaneously to support scheduling, registration, and customer service functions.
  • Complete assigned work queues timely and accurately while meeting productivity and quality expectations.
  • Follow established workflows, standard work, departmental protocols, and organizational policies.
  • Identify and resolve routine scheduling, registration, insurance, and customer service concerns independently whenever possible.
  • Escalate complex issues appropriately to leadership, clinical departments, or other resources when necessary.
  • Demonstrate strong attention to detail to ensure appointment accuracy, reduce scheduling errors, and support positive patient experiences.
  • Support revenue cycle performance by ensuring accurate patient data collection, registration, insurance verification, and order processing.
  • Collaborate effectively with providers, clinical departments, and team members to meet patient needs and organizational goals.
  • Adapt to changes in technology, workflows, scheduling protocols, and departmental priorities.
  • Maintain established performance standards related to quality, productivity, attendance, and customer service.
  • Prioritize workload effectively in a fast-paced environment while managing multiple tasks and competing deadlines.
  • Demonstrate professionalism, empathy, and excellent customer service when interacting with patients, families, providers, and coworkers.
  • Participate in ongoing training, education, and competency development activities.
  • For Emergency Department Patient Access assignments, participate in required weekend standby rotations as designated by facility needs.
  • Strong customer service and communication skills.
  • Knowledge of medical terminology, CPT coding, and ICD-10 coding preferred.
  • Understanding of healthcare registration processes and revenue cycle principles.
  • Strong organizational, time management, and multitasking abilities.
  • Ability to solve routine to moderately complex problems using established guidelines.
  • Proficient in computer, keyboarding, and data entry skills.
  • Ability to work effectively in a high-volume, deadline-driven environment.
  • Ability to maintain accuracy while handling multiple systems and tasks simultaneously.
  • Commitment to patient-centered service and continuous process improvement.

For Cancer Center ONLY:

• Associate's degree in related field, or 2 years related experience and/or training in a healthcare environment preferred. (Would consider 2 years of experience in a business office setting)
• Certified Healthcare Access Associate (CHAA) Preferred

*Assist employees and visitors with any concerns they might have.

* assume overall responsibility for the safety and security of designated areas.

* Monitor security cameras *Identify potential security risks and respond accordingly

Shift

First Shift

Time Type

Full time

Scheduled Weekly Hours

40

Cost Center

1207 Patient Access - Call Center (BHG)

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