At the core of front office operations lies the essential role of the Patient Access Advocate II. This position enables individuals to further develop their customer service and medical technology proficiencies, establishing them as the key link between patients and the clinic. The primary focus of this role entails delivering top-tier customer service, verifying insurance details, coordinating referrals, and potentially guiding new hires in the Patient Access Advocate I role for their success.

Timing and whereabouts prerequisites

Adaptability to shift among various office sites like Summerfield, High Point, Oak Ridge, Greensboro, Whitsett, and Burlington is necessary for this position. The working hours can vary between 7:00 AM to 5:30 PM, requiring flexibility in scheduling.

Essential Job Function:

• Aids patients in completing the registration process by validating patient demographics and insurance details to maintain correctness for billing insurance and processing payments.
• Supports new team members in completing registration tasks efficiently.
• Ensures compliance with approved methods for obtaining and recording co-pays, processing payments, and assessing delinquent accounts.
• Abides by the guidelines of the No Surprise Act.
• Tasked with managing the precise cash amounts in the register and completing daily bank deposits along with closing procedures.
• Follows practice scheduling guidelines for single or multiple clinics and return, referral and testing appointments Assists new employees with appointment scheduling.
• Complies with office standards for managing inbound calls, messages, voicemails, and emails, and organizes any required subsequent steps.
• Handles referrals and obtains pre-authorization when required, communicating with the pre-authorization coordinator for any necessary follow-up.
• Ensures a favorable guest encounter by adhering to prescribed service procedures.
• Acts to reduce tensions in moments of escalation.
• Instructs new staff members on clerical duties such as organizing paperwork, managing medical records, and operating office equipment like faxes and scanners.
• Distribution of new patient packets through postal services and communication with scheduled patients a day in advance.
• Upholds the no-show protocol by issuing notifications and maintaining accurate documentation of missed engagements.
• Executes any other responsibilities as delegated

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