Patient Portal Representative

• Answers inbound messages and calls and responds to customer needs in a high volume call center environment to service and retain customers.
• Responds to complaints and resolves problems using established service recovery guidelines. Handles all escalated calls, attempting to resolve issues before they become escalated complaints.
• Takes action, using appropriate discretion, to address customer needs, resolve issues, and provide outstanding customer service. Works with appropriate departments to resolve questions and or issues related to the patient portal, billing, release of information, and HIPAA patient change requests (amendments). Accurately documents and updates actions taken.
• Acts as a resource, assists teams and is able to perform more complex issues/problem solving and resolution, and may assist in providing necessary employee training.
• Investigates and responds to all phone and/or written inquiries from patients/proxies and physician offices. Makes calls to outside sources for additional information to ensure that all inquiries are resolved.
• Gathers and documents information and troubleshoots customer inquiries and issues by recognizing trends and reporting to higher level as needed. Obtains and reports daily, weekly and monthly statistics. May assist with monitoring and auditing work quality.
• Proactively follows up with the patient/proxy about information as needed to answer inquiries and resolve issues.
• Receives and identifies requests for patient portal proxy access. Reviews and verifies accuracy of proxy signatures. Ensures all proxy authorizations are in compliance with the request, authorization, policies, and State and Federal/HIPAA regulations and guidelines. Scans/files all proxy paperwork to the appropriate location of the health information record.
• Creates and updates detailed process documentation for departmental manual.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• High School Graduate.

Experience Required:

• Typically requires 2 years of experience in customer service, release of information, or health information records within a healthcare environment.

Knowledge, Skills & Abilities Required:

• Excellent customer service and follow up skills. Ability to speak with customers to resolve customer issues, along with research and document the call on a computer.
• Works with a variety of customers and actively listens and responds with empathy to build rapport and understanding.
• Highly skilled with computers, including the use of Microsoft office or similar products, electronic mail and electronic medical record systems. Navigates between multiple systems and computer screens.
• Demonstrated ability to work well independently and as a team.
• Strong multi-tasking, organizational, and time management skills. Adapts well to change. Ability to prioritize workload, and work under pressure in a fast-paced environment with time constraints.
• Ability to handle all escalated calls and resolve issues before they become escalated complaints.
• Ability to represent Advocate Aurora Health and the company values to patients.

Physical Requirements and Working Conditions:

• Exposed to normal office environment.
• Must be able to sit the majority of the workday. Must be able to reach above head, bend, and stoop.
• Must be able to lift and carry up to 20 lbs. frequently and up to 50 lbs. occasionally.
• Must be able to perform repetitive motions using hands, wrists and /or fingers.
• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.