Patient Portal Rep Lead

Schedule Details/Additional Information:

Monday through Friday, 12:30 to 9:00 pm

100% Remote

Major Responsibilities:

• Coordinates, monitors and assists with daily work activities of team members to lead a cohesive team and meet established key performance indicators.
• Gathers information and identifies opportunities to improve accuracy and practices. Drives change to revise workflows to improve efficiency and over all effectiveness. Participates in quality improvement groups, myChart Support monthly meetings and multi-department meetings as needed.
• Creates and updates detailed process documentation for departmental manual.
• Participates in strategic planning process for areas of responsibility. Ensures effective execution of plans, initiatives, and services to meet established targets/goals.
• Provides leadership with accurate statistical information and key performance metrics on at least a monthly basis. This includes volumes, cost, accuracy, efficiency and turnaround times at a minimum.
• Assists Site Privacy Officer and maintains up-to-date knowledge of the HIPAA and state privacy laws. Facilitates and coordinates investigations within the assigned entity/business line, is the expert resource, and educator for HIPAA and state privacy laws. Provides timely guidance and support to assist and ensure compliance with applicable privacy regulations.
• Responds to complaints and resolves problems using established service recovery guidelines. Handles all escalated calls, attempting to resolve issues before they become escalated complaints.
• Verifies time entry and productivity calculations to evaluate work performance.
• 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.
• Acts as resource, assists teams and is able to perform more complex issues/problem solving and resolution, and may assist in providing necessary employee training. Coordinates quality review activities with site quality improvement coordinators ensuring all quality reviews are being conducted timely and accurately.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Associate's Degree in Health Information Management or related field.

Experience Required:

• Typically requires 3 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.
• Proven skills in leadership, team building, system integration and conversion, quality improvement techniques and excellent customer service.
• 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.
• 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.
• Demonstrated ability to work well independently and as a team.

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.

Pay Range

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.