Patient Relations Rep IV

position Description:



As a Patient Relations Rep IV in the Department of Surgery you will independently assist patients with scheduling and provide customer service using in-depth knowledge of organization policies and procedures. Specialties scheduled for are more complex in their requirements, may require chart review and potential interaction with clinical providers to determine how best to schedule and coordinate visit needs.

Primary Functions

1. Schedules, cancels and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.
2. Reviews patient chart or medical records as needed to determine the appropriate physician and any requirements for their visit. May also require interaction with clinical providers to determine how best to schedule and coordinate visit/patient needs.
3. Triages calls to determine caller needs and provide excellent customer service, doing whatever possible to meet patient needs. Responds to inquiries and/or routes calls, messages and requests to appropriate individuals or areas.
4. Encourages patients to sign up for MyChart and the Froedtert & MCW Ap to help manage their healthcare electronically and steps them through the process to get activated on these online tools.
5. Completes full registration including setting up insurance coverage for new patients and verification of registration and coverage information for established patients. Runs electronic eligibility to verify coverage information and ensures the insurance is accepted by our physician groups. Completes MSP questionnaires with Medicare patients.
6. Works through referral queues, faxes, email, and other correspondence following detailed guidelines to schedule patient appointments, create referrals, track completion and communicate back to referring physicians if unable to schedule. If patient’s insurance is not in our network, refers patients to community clinics or to physicians within their network as appropriate.
7. Manages web appointment requests for assigned team.
8. Checks e-mails and Epic InBasket regularly throughout the day to keep up to date with any changes and receives information on patients who need to be scheduled.
9. Develops understanding of Froedtert & Medical College of Wisconsin clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings in order to give appropriate directions to patients.
10. Follows detailed protocols and enterprise scheduling tools to ensure accuracy of all appointment scheduling, registration and information given to callers.
11. Anticipates customer needs and resolves problems to ensure a positive customer experience. Employs sound judgment to ensure the best possible public relations.

Knowledge – Skills – Abilities
Customer Service – Apply principles of customer service to identify customer needs and provide high quality services

Computer Skills – Strong computer skills and ability to type at least 20wpm

Medical Terminology – Knowledge of medical terminology for assigned specialties

Insurance – Knowledge of insurance terminology and plans preferable in order to accurately verify and register in system.

Communication skills – Ability to listen carefully and clearly convey information both verbally and written.

Organizational Skills – Organize resources in order to quickly retrieve needed information.
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Preferred Schedule:



8-430p

Position Requirements:

Appropriate experience may be substituted on equivalent basis.

Minimum Required education: High school

Minimum Required Experience: 3 years

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
• 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 full list of positions see: www.mcw.edu/careers

For a brief overview of our benefits see: https://www.mcw.edu/departments/human-resources/benefits

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 a diverse 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.

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