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, deductible amounts and co-payment amounts for various types of providers.

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 complete messages and transfers to appropriate area.
• Documents in electronic medical record (Epic) 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 (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 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

Clerical, Administration and Management, Computers and Electronics, Customer and Personal Service,

English Language, Coordination, Active Listening, Reading Comprehension, Service Orientation, Social Perceptiveness, Extent Flexibility, Static Strength, Rate Control, Response Orientation, Wrist-Finger Speed, Ability to learn new concepts in a timely manner and multi-tasking throughout the day.

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Preferred Schedule:



M-F 7:30 - 4:00

Position Requirements:

Appropriate experience may be substituted on equivalent basis

Minimum Required Education: High School Diploma

Minimum Required Experience: 1 year customer service medical experience

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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