Advocate Aurora Health

Patient Service Representative

• Greet patients arriving for appointments
• Monitor patient flow to ensure efficient and courteous care
• Complete and maintain accurate patient demographic and insurance information
• Complete registration for walk-in patients and update information as needed
• Verify insurance benefits
• Obtain, calculate and collect out-of-pocket financial liabilities, past-due balances and estimates
• Follow Financial Clearance policy for non-urgent patient services
• Obtain pre-certification or authorization when required
• Identify patients needing financial assistance and refer them to Financial Counselors
• Perform visit closure, including checking out patients and scheduling follow-up appointments
• Provide patients with appropriate documents
• Maintain knowledge of Medicare, Medicaid, third-party payer requirements, insurance guidelines and accepted insurance plans
• Communicate customer service issues and process improvement opportunities to management
• Meet department productivity requirements and a 98% accuracy expectation
• Maintain positive relations with patients, families and clinical staff
• Collaborate with others to ensure concise and timely information flow
• Report to a Supervisor or Manager
• Operate equipment necessary to perform the job

• Create the initial electronic health record and prevent duplicate medical records
• Positively identify patients before delivery of care and comply with accrediting-body requirements
• Check in and register patients
• Obtain and verify demographic, guarantor, and insurance information
• Discuss and collect co-pays and other out-of-pocket responsibilities
• Maintain confidentiality of patient information and medical records in accordance with HIPAA
• Recognize insurance plans and explain financial responsibility and obligations
• Refer patients to Financial Advocates when appropriate
• Enforce required rules, forms, and questions for regulatory compliance
• Obtain patient or guarantor signatures as required
• Schedule appointments and coordinate cancellations, reschedules, wait-list requests, and recall requests
• Provide information about test preparation, arrival times, medication/food/beverage guidelines, check-in procedures, and facility directions
• Create a welcoming and professional patient environment
• Greet patients and visitors and respond to routine information requests
• Answer and screen telephone calls and take messages
• Arrange transportation, provide directions, locate wheelchairs, and coordinate interpreter services
• Monitor and work assigned electronic health record work queues
• Escort patients to nursing units or outpatient departments as necessary
• Float among Aurora BayCare Medical Center and potential off-site locations based on department needs

Nurse

• Assess patient needs telephonically using the nursing process and established protocols
• Determine the appropriate level of care and provide patient education, care plans, interventions, and follow-up instructions
• Escalate and collaborate with on-call providers when additional guidance is needed
• Prioritize patient interactions by acuity and need
• Apply evidence-based practice to deliver patient care
• Implement strategies to reduce patient risk and increase patient safety
• Assess patient and family readiness to learn and individualize education
• Support shared governance and process improvement initiatives
• Participate in professional development, required meetings, educational programs, and annual competencies
• Communicate and collaborate with clinicians and healthcare team members to coordinate patient-centered care
• Identify and report patient safety events and near misses and assist with corrective actions
• Apply ethical decision-making and participate as an effective member of the patient care team
• Schedule appointments according to protocol recommendations
• Coordinate medical and nursing management, including procedures and medication refills
• Maintain and update clinical records according to agency, state, and federal guidelines
• Document call encounters in the Electronic Medical Record
• Communicate patient status and care-plan responses to physicians and interdisciplinary team members
• Participate in team meetings and special projects assigned by leadership
• Contribute to health information resources, system efficiencies, and operational improvements
• Assist with interpreting department policies and advising staff on procedural changes

Triage Registered Nurse, Patient Access and Care Team

General

• Provide a clean, safe, and efficient area conducive to optimal patient care
• Prepare materials, supplies, and equipment for surgical procedures using aseptic surgical techniques
• Assist with gowning and gloving, surgical-area preparation and draping, sterile-field maintenance, instrument and suture provision, and passing instruments or supplies
• Anticipate surgeons' needs and assist in maintaining a sterile, dry, unobstructed field
• Perform all types of procedures and maintain basic knowledge of various procedures
• Disinfect, set up, operate, and restore operating-room equipment
• Function as a Second Assistant as necessary
• Notify appropriate staff of equipment and supply problems
• Transport patients, equipment, and supplies
• Maintain a specialty cart or item, including checking completeness, working condition, and sterility
• Perform patient positioning and transporting duties
• Provide age-appropriate patient care according to department policies and procedures
• Maintain annual educational requirements for hospital-based certifications
• Perform other related duties as required

Surgical Technologist

Physician

• Provide caring and compassionate customer service to create an excellent patient experience
• Interact with patients and families in a wide variety of sensitive situations
• Apply critical thinking and decisive judgment in a hectic environment
• Work cohesively on a team and independently with minimal supervision
• Manage patient registration, insurance verification, scheduling, collections, cash receipting, and arrival/departure desk activities
• Encourage patient utilization of front-end technology during registration
• Enter and maintain confidential patient, insurance, billing, and payment information
• Assist billing functions or direct matters to the appropriate billing office
• Demonstrate proficiency in emergency codes and appropriate responses
• Follow applicable federal and state healthcare regulations
• Monitor inventory and stock medications, narcotics, and emergency medications/equipment

Patient Service Specialist – Internal Medicine

• Provide efficient, high-quality service to patients arriving for appointments or requesting appointments or information by telephone or in person
• Provide information on tests and procedures, bills and charges, referrals, and other matters
• Enter billing information for patients and payers at the time of service
• Follow up accurately on missing billing information
• Uphold practice and medical group standards for accurate and timely medical records
• Support providers and connect with patients as part of the ambulatory care team
• Float occasionally between Manitowoc, Sheboygan, and Plymouth to cover PTO or sick calls

Patient Service Representative Float – Occupational Health

• Provide a clean, safe and efficient area conducive to optimal patient care
• Utilize aseptic surgical techniques to prepare materials, supplies and equipment for surgical procedures
• Assist with gowning and gloving, preparation and draping of the surgical area, provision of a sterile field, and passing instruments and supplies
• Anticipate surgeons' needs and assist in maintaining a sterile, dry, unobstructed field
• Perform all types of procedures and maintain basic knowledge of a variety of procedures
• Ensure environmental disinfection, safety and efficiency of the operating room
• Set up the operating room for each case, move equipment, operate equipment, and return equipment after procedures
• Function as a Second Assistant as necessary
• Notify appropriate staff of equipment and supply problems
• Transport patients, equipment and supplies
• Maintain a specialty cart or item, checking completeness, working condition and sterility, and sending damaged items for repair
• Perform patient positioning and transporting duties requiring lifting and pushing/pulling
• Provide age-appropriate patient care according to departmental policies and procedures
• Perform other related duties as required

Trainer

• Serve as a Clinical Athletic Trainer in primary care sports medicine, orthopedic, musculoskeletal, and/or clinical settings
• Deliver high-quality care to patients of all ages and skill levels
• Assist with administration, supervision, and evaluation of patient care
• Provide injury prevention, immediate emergency care, clinical evaluation, treatment, rehabilitation, and reconditioning
• Perform injury assessments and refer patients for necessary care
• Triage patients, answer questions, and instruct patients in self-care, prevention, and treatment
• Collaborate with physicians and the medical team to determine the need for special tests or services
• Establish and implement individualized plans of care based on evaluation results and health goals
• Communicate plans of care to everyone involved in the patient's care
• Monitor outcomes and adjust treatment plans based on patient response
• Advocate for patients by working with physicians and key professionals
• Address patients' physical and psychosocial comfort needs
• Complete after-visit summaries, home exercise programs, patient/family teaching, community-service referrals, and equipment orders
• Complete required patient-care documentation, including assessments, progress notes, and after-visit summaries
• Perform patient positioning, transferring, and transporting duties
• Provide age-appropriate care based on growth and development principles
• Work a split schedule between Prosperity and Albemarle clinics

Athletic Trainer

• Assess patient needs telephonically using nursing processes and established protocols
• Determine the appropriate level of care, provide education, establish care plans, and communicate follow-up instructions
• Escalate and collaborate with on-call providers when additional guidance is needed
• Prioritize patient interactions by acuity and need
• Apply evidence-based practice to deliver patient care
• Implement strategies to reduce patient risk and increase patient safety
• Assess patient and family readiness to learn and individualize education
• Support shared governance and process-improvement initiatives
• Participate in professional development, required meetings, educational programs, and annual competencies
• Communicate effectively and coordinate patient-centered care with clinicians and healthcare team members
• Identify and report patient safety events and near misses; assist with corrective actions
• Apply ethical decision-making and participate as an effective member of the patient care team
• Provide age-appropriate care advice and disposition according to department policies, procedures, and protocols
• Schedule appointments according to protocol recommendations
• Coordinate medical and nursing management, including procedures and medication refills
• Maintain and update clinical records according to agency, state, and federal guidelines
• Document call encounters in the Electronic Medical Record at the time of the call
• Communicate patient status and care-plan responses to physicians and interdisciplinary team members
• Participate in team meetings and special projects assigned by leadership
• Contribute to health-information resources, system efficiencies, and operational improvements
• Assist with interpreting department policies and advising staff on procedural changes

Medical Billing and Coding

• Support inpatient academic coding
• Review complex inpatient documentation at a highly skilled and proficient level
• Assign diagnosis and procedure codes using ICD-10-CM/PCS, CPT, and HCPCS
• Ensure correct code selection according to Official Coding Guidelines and federal and insurance regulations
• Use an EMR and/or Computer Assisted Coding software
• Adhere to organizational and department policies and procedures
• Code high-dollar and long-length-of-stay cases for all patient types
• Research coding topics and follow query guidelines and coding standards
• Obtain clarification of inaccurate documentation when appropriate
• Serve as a subject matter expert to coding leaders and peers
• Recommend policy and procedure modifications to align with government regulations
• Maintain continuing education through webinars, CPT Assistant guidelines, and coding clinics
• Follow AHIMA Standards of Ethical Coding and official coding guidelines
• Collaborate with Clinical Documentation Improvement and Quality teams to reconcile Medicare cases and working DRGs
• Communicate with clinicians about disease processes to ensure accurate coding
• Participate in payer audits and meetings as a coding resource
• Attend clinical team meetings regarding complex-specialty code updates
• Maintain patient-record confidentiality and report perceived non-compliance
• Meet or exceed departmental quality (95%+) and productivity (100%) standards
• Support discharged not final billed (DNFB) productivity expectations
• Perform other assigned duties

Coder Specialist, Inpatient

Clinical Assistant

• Greet patients and visitors courteously and helpfully
• Collect insurance co-payments and respond to routine information requests
• Schedule and maintain calendars of appointments, meetings, and travel
• Coordinate agendas, site selection, food/beverage, audio-visual arrangements, and document preparation
• Schedule patients and enter information into the computer system
• Coordinate patient appointments with other departments or physician offices
• Answer and screen telephone calls, triage clinical calls, and resolve problems appropriately
• Assemble, copy, and release patient medical records
• Coordinate with Medical Records regarding requests for notes or additional information
• Generate, modify, update, and distribute basic reports
• Open, sort, and distribute mail and department documents
• Operate and maintain office equipment and order office supplies as needed
• Complete referrals, track and follow up on re-authorizations, process patient registration, and obtain required information
• Process billing/reimbursement forms and department records as needed
• Maintain logs and reports and perform simple calculations
• Gather, organize, and compile data for reports and meetings
• Support provider schedules and templates and provide day-to-day administrative support for efficient clinic operations
• Primarily support Dr. Broihier and Dr. Gardezi, with on-site support for Dr. Ammar and Dr. Schulgit at West Allis
• Occasionally travel to St. Lukes for training, meetings, or other departmental needs

Clinical Practice Assistant – Scheduler

• Support a mix of inpatient community and academic coding across cardiology, neurology, oncology, and other service lines
• Review complex inpatient documentation at a highly skilled level
• Assign diagnosis and procedure codes using ICD-10-CM/PCS, CPT, and HCPCS
• Ensure correct code selection under Official Coding Guidelines and federal and insurance regulations
• Use EMR and/or Computer Assisted Coding software
• Code high-dollar and long-length-of-stay cases for all patient types
• Research coding topics and resolve documentation issues through appropriate queries
• Serve as a subject matter expert to coding leaders and peers
• Recommend policy and procedure modifications to align with government regulations
• Maintain continuing education through webinars, CPT Assistant guidelines, and coding clinics
• Follow ethical coding standards and official coding guidelines
• Collaborate with Clinical Documentation Improvement and Quality teams to reconcile DRGs for Medicare cases
• Communicate with clinicians regarding disease processes to ensure accurate coding
• Participate in payer audits and coding-related meetings
• Attend clinical team meetings regarding complex-specialty code updates
• Maintain patient-record confidentiality and report perceived non-compliance
• Meet or exceed 95% quality and 100% productivity standards to support DNFB
• Perform other assigned duties

Coder Specialist – Inpatient

Advanced Practice Provider

• Manage medical and surgical ICU patients while practicing at the top of the license.
• Obtain medical histories and perform physical examinations.
• Document findings and prepare timely plans of care, including ordering medications and appropriate tests/procedures.
• Assess, diagnose, and determine or alter treatment and management plans based on age, acuity, and clinical condition.
• Order, perform, and interpret diagnostic studies and prescribe pharmacologic and non-pharmacologic interventions and therapies.
• Manage conditions using clinical indications, evidence-based care, cost effectiveness, and risk/benefit assessment.
• Provide health promotion, disease prevention, disease management counseling, and patient/family education.
• Manage patients within scope of practice as part of an interdisciplinary team; consult or refer to physicians and other healthcare team members as appropriate.
• Escalate patients’ need for emergent or specialized care when necessary.
• Maintain accurate, complete, concise, and timely electronic medical record documentation.
• Submit professional services consistent with compliant coding and billing practices.
• Facilitate coordinated care and communication among healthcare team members and health/community agencies.
• Perform office or hospital procedures in accordance with specialty practice, competency, and granted privileges.
• Participate in quality, safety, peer review, performance activities, meetings, committees, and workgroups.
• Participate in education and onboarding of new team members, students, and healthcare professionals.
• Maintain and develop clinical and professional skills.
• Maintain productivity, access, face-to-face time, and quality metrics for safe and timely patient care.
• Work tele-critical care from home using two-way audio-video communication, bedside waveform monitors, and an integrated EMR.
• Provide coverage for Wisconsin units within a 24/7 shift-based virtual critical care program serving 18 facilities across Illinois and Wisconsin.
• Work 5-hour and 8-hour shifts, including evenings, overnight coverage, weekends, and holidays; shifts are rotated equally among staff.
• Attend and contribute to practice meetings, policy/procedure development, and quality improvement initiatives.

Advanced Practice Provider, Virtual Critical Care – PRN

• Greet patients and visitors and respond to routine requests for information
• Answer telephone, screen calls, and take messages
• Register patients and obtain demographic and insurance information
• Verify insurance coverage and collect co-pays, deductibles, and previous balances
• Post payments and update demographic and insurance information
• Schedule patient appointments and coordinate cancellations, reschedules, and additions to schedules
• Provide accurate information regarding test preparations, patient arrival times, and directions
• Update insurance, financial responsibility, and other data when changes occur
• Ensure insurance and patient information is complete and accurate
• Identify, report, and resolve registration problems
• Monitor patient flow and assist patients with transportation, directions, and wheelchair location
• Perform visit closure, check out patients, schedule follow-up appointments, and provide visit summaries
• File, retrieve, or deliver patient information and records and complete required documentation
• Float between Urgent Care clinics in New Berlin, Edgerton, Brookfield, Franklin, and Mayfair North

Patient Service Representative, Urgent Care

Counselor

• Provide comprehensive genetic counseling and testing services
• Assess and interpret clinical and laboratory findings
• Communicate genetic test results to patients and healthcare providers
• Research genetic disorders and related conditions
• Educate patients and families about genetic testing and medical procedures
• Assess psychosocial factors and provide emotional support
• Maintain ongoing patient follow-up care
• Refer patients and families to appropriate community, state, or national resources
• Prepare written documentation of genetic consultations
• Collaborate with laboratory services to order tests and evaluate results
• Coordinate reference testing and additional services with non-ACL laboratories
• Ensure compliance with applicable laws, regulations, and standards
• Manage multiple cases using organizational, analytical, and problem-solving skills
• Maintain accurate and timely documentation in computer applications and systems

Patient Service Representative

Patient Service Representative

Triage Registered Nurse, Patient Access and Care Team

Surgical Technologist

Patient Service Specialist – Internal Medicine

Patient Service Representative Float – Occupational Health

Surgical Technologist

Athletic Trainer

Triage Registered Nurse, Patient Access and Care Team

Coder Specialist, Inpatient

Clinical Practice Assistant – Scheduler

Coder Specialist – Inpatient

Advanced Practice Provider, Virtual Critical Care – PRN

Patient Service Representative, Urgent Care

Genetic Counselor I – Cardiovascular Medicine