Patient Relations Rep III

Position Description:

In the role of Patient Relations Representative III in Trauma and Critical Care Surgery you will support patients in any way possible, particularly with regards to patient registration and scheduling to ensure a quality experience. Tasks are completed for several specialties and a large group of physicians across the many locations of our clinical enterprise following detailed protocols and enterprise scheduling tools. Help patients schedule with the right physician at a time and location most convenient for them and complete full registration and insurance coverage set up to help ensure proper payment for services rendered. 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.

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

Ability to review patient accounts to verify balance due, payment history and to effect appropriate charge and address corrections. Ability to request appropriate payment copies. Knowledge of quality control, customer service standards, information management, procedural process, and recordkeeping. Computer, technical, interpersonal, oral communication, listening, and patience skills.

Preferred Schedule:
M-F 8:00-4:30

Position Requirements:

Appropriate experience may be substituted on equivalent basis

Minimum Required Education: High school diploma

Minimum Required Experience: 2 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:

For a brief overview of our benefits see:

Eastern Wisconsin is a vibrant, diverse metropolitan area. MCW is intent on attracting, developing, and retaining a diverse workforce and faculty body that reflects the community we serve. We value diversity of backgrounds, experience, thought, and perspectives to advance excellence in science and medicine. MCW is a welcoming campus community with a strong culture of collaboration, partnership, and engagement with our surrounding community. For more information, please visit our institutional website at .

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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