Patient Relations Rep II - Multi-Specialty

Summary

Under general supervision, assist patients with routine billing, scheduling and registration inquiries and provide customer service using basic knowledge of organization policies and procedures. Position emphasis will be on verification of patient insurance, deductible amounts and co-payment amounts for various types of providers.

Primary Responsibilities

Via telephone or online contact, will verify insurance information, deductible amounts, and co-pay requirements for various clinic services. Document verified insurance information in Department’s triage software program.

Answers incoming calls, takes appropriate messages and transfers to appropriate area.

Documents in electronic medical record and other software tools that are essential to the clinic.

Diffuse irate customers. Employ sound judgment to ensure best possible public relations. Investigate and resolve customer concerns.

Maintain working knowledge of MCW and affiliate computerized scheduling and billing systems (i.e., IDX, Epic.)

Coordinate multiple appointments efficiently for the program such as appointments for providers, chiropractors, physical and occupational therapy as well as procedures- using a patient centric scheduling model.

Triage more complex patient inquiries to more senior level staff as appropriate.

Perform related clerical functions such as maintaining patient accounts, data entry and filing.

Develop understanding of MCW clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings.

Look up information in tables and lists; provide information appropriately.

Other duties as assigned.

Knowledge – Skills – Abilities

Clerical

• Administration and Management
• Computers and Electronics
• Customer and Personal Service
• English Language

Coordination

• Active Listening
• Reading Comprehension
• Service Orientation
• Social Perceptiveness
• Extent Flexibility
• Static Strength

Rate Control

Response Orientation

Wrist-Finger Speed

Qualifications

• Appropriate experience may be substituted for education on an equivalent basis.
• Minimum Required Education:   High School Diploma
• Minimum Required Experience:     1 year customer service experience
• Preferred Experience:  Relevant experience in a health care environment with emphasis on insurance knowledge and patient contact preferred
• Physical Requirements
• Work requires occasionally lifting moderate weight materials, standing, or walking continuously.
• Work Environment
• Occasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.
• Sensory Acuity
• Ability to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.
• Why MCW?
• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• Paid Parental Leave
• Employee & Family Assistance Program (EFAP)
• Pet Insurance
• On campus Fitness Facility, offering onsite classes
• Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.
• For a brief overview of our benefits see: Benefits Overview
• For a full list of positions see: MCW Careers
• At MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values: Caring – Collaborative – Curiosity – Inclusive – Integrity – Respect. We are committed to fostering an inclusive environment that values diversity in backgrounds, experiences, and perspectives through merit-based processes and in alignment with all applicable laws. We believe that embracing human differences is critical to realize our vision of a healthier world, and we recognize that a healthy and thriving community starts from within. Our values define who we are, what we stand for and how we conduct ourselves at MCW. If you believe in embracing individuality and working together according to these principles to improve health for all, then MCW is the place for you. For more information, please visit our institutional website .
• MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination: The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.