Patient Relations Rep II

Position Description:

As a Patient Relations Rep II in Multi-Specialty you will assist patients with routine billing, scheduling and registration inquiries and provide customer service using basic knowledge of organization policies and procedures, under general supervision. Position emphasis will be on verification of patient insurance, scheduling appointments, deductible amounts and co-payment amounts for various types of providers and customer service.

Primary Functions

• Via telephone or online contact, will verify insurance information, deductible amounts, and co-pay requirements for various clinic services. Document verified insurance information in Department's triage software program.
• Answers incoming calls, takes appropriate messages and transfers to appropriate area.
• Documents in electronic medical record and other software tools that are essential to the clinic.
• Diffuse irate customers. Employ sound judgment to ensure best possible public relations. Investigate and resolve customer concerns.
• Maintain working knowledge of MCW and affiliate computerized scheduling and billing systems (i.e., IDX, Epic.)
• Coordinate multiple appointments efficiently for the program such as appointments for providers, chiropractors, physical and occupational therapy as well as procedures- using a patient centric scheduling model.
• Triage more complex patient inquiries to more senior level staff as appropriate.
• Perform related clerical functions such as maintaining patient accounts, data entry, right fax and filing.
• Develop understanding of MCW clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings.
• Look up information in tables and lists; provide information appropriately.

Knowledge - Skills - Abilities

Multi-tasking with fluctuating levels of work volume, comprehension of medical terminology, clerical administration and management, computers and electronics, customer and personal service, coordination, active listening with comprehension, reading comprehension, service orientation, social perceptiveness, extent flexibility, static strength, rate control, response orientation, wrist-finger speed. Participating as an individual as well as working with a team. Customer Service skills.

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Preferred Schedule:



M-F Core Business hours (onsite)

Position Requirements:

Appropriate experience may be substituted on equivalent basis.

Minimum Required Education: High School Diploma

Minimum Required Experience: 1 year customer service experience.

Preferred Experience: Relevant experience in a health care environment with emphasis on insurance knowledge and patient contact preferred. 1-year medical customer service preferred.

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

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 https://www.mcw.edu/departments/office-of-diversity-and-inclusion.

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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