Department: 13267 Enterprise Revenue Cycle - Compliance Policy and Support Services Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Monday through Friday/ 40 hours a week. Pay Range $22.90 - $34.35 Major Responsibilities - Oversee daily operations of patient service areas to ensure departmental standards and efficiency are met. - Educate and update staff on changes relevant to their roles, policies, and procedures. - Manage supplies by ordering within budget guidelines and departmental needs. - Assess staffing needs and communicate requirements to leadership; ensure compliance with personnel policies. - Provide leadership and support to patient services staff, including training, orientation, work direction, and performance input. - Create and adjust staff schedules for optimal efficiency and patient throughput, including breaks, meetings, and peak volume coverage. - Assist with financial processes, including point-of-service collections, cash reconciliation, and bank deposits; monitor department work queues. - Support HR functions, such as interviewing, onboarding, staff development, and resolving employee concerns. - Ensure accurate patient registration, including demographic, insurance, and financial information; maintain HIPAA compliance and confidentiality. - Verify insurance coverage and financial responsibility, explain obligations to patients, and refer to Financial Advocates when needed. - Maintain regulatory compliance with HIPAA, EMTALA, Medicare notices, consent forms, and other required documentation; obtain signatures as needed. - Deliver exceptional customer service, including greeting patients, answering inquiries, scheduling appointments, coordinating assistance, and fostering a welcoming environment. Minimum Job Requirements Education - High school diploma or GED. Certification / Registration / License - None Experience - Two years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry).     Knowledge / Skills / Abilities - Demonstrates organizational values and behaviors, serving as a role model for Advocate Health’s purpose and standards. Effective leadership and team-building skills, including delegation, motivating staff, managing priorities, and decision-making. - Strong communication and interpersonal abilities, capable of explaining policies, procedures, and financial responsibilities to staff and patients. - Analytical and problem-solving skills, including data collection and interpretation for operational improvements and planning. - Ability to thrive in high-pressure environments, multitasking, prioritizing, and meeting deadlines independently in fast-paced settings. - Exceptional attention to detail and accuracy, ensuring compliance and quality in all processes. - Outstanding customer service and service recovery skills, maintaining professionalism and empathy in diverse situations. - Technical proficiency with healthcare systems, including EPIC, insurance verification tools, patient liability estimation, Microsoft Office, and related technologies. - Knowledge of medical terminology, insurance processes, and regulatory compliance, including HIPAA and applicable state/federal requirements. - Ability to collaborate effectively with physicians, clinical teams, and patients, resolving issues and supporting patient care needs.   Physical Requirements and Working Conditions - May require travel, with exposure to weather and road conditions. - Respond promptly to patient emergencies occurring in clerical areas; CPR certification may be required based on location. - Notary licensure/training may be required depending on service line or facility. - Operate necessary equipment to perform job duties safely and effectively. - Work environment includes office and patient contact, with possible exposure to ill or contagious individuals. - Physical mobility and stamina, including frequent sitting/standing transitions, extended periods of standing or sitting, and ability to move throughout the workday. - Ability to lift and push/pull: frequently up to 10 lbs., occasionally 20 lbs. or more, and push/pull up to 50 lbs. with assistance. - Sensory and motor requirements, including clear speech, vision, hearing, touch, and fine motor skills for keyboard data entry; flexible scheduling and on-call availability may be required. 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. 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.

• Business Account Ownership • Deep understanding of the client’s business model • Defining partnership objectives • Managing expectations • Identifying churn risks early • Maintaining trust at the decision-maker level • Retention Monitoring • Monitoring early dissatisfaction signals • Proactively mitigating risks • Preventing escalations • Ensuring long-term cooperation • Expansion / Upsell • Initiating expansion opportunities • New traffic streams • New GEOs • Volume increases • Evaluating upsell feasibility and financial impact • Ensuring growth does not break delivery • QBR & Business Reviews • Leading monthly and quarterly business reviews • Presenting: What happened, Why it matters, What’s next • Defining strategic next steps • Communication Management • Building clear client-facing action plans • Documenting agreements • Synchronizing client expectations with internal teams

• Ensuring stability and operational excellence across complex and high-load client accounts • Managing 5–7 high-load or high-risk accounts (depending on complexity) • Controlling statuses, deadlines, and input data quality • Leading monthly and quarterly meetings • Presenting: What happened, Why it matters, What’s next • Preventing operational chaos • Maintaining full process transparency for clients • Initiating new traffic streams, GEOs, and volume increases • Taking corrective actions before escalation • Handling escalations from Junior and Middle team members • Resolving the majority of operational issues independently • Leading difficult conversations regarding delays, limitations, and timeline changes

• Monitor daily operational performance through dedicated dashboards. • Proactively identify delays, bottlenecks, and SLA breaches across the patient journey. • Manage and resolve operational issues related to patient–therapist matching, session scheduling, payments, and invoicing. • Trigger corrective actions and targeted follow-ups to prevent drops and care discontinuity. • Lead root-cause analysis for recurring issues and implement preventive improvements to reduce reoccurrence. • Collaborate closely with the Clinical team on clinically related topics and signals. • Work closely with local operations coordinators to manage location-specific operational issues and ensure smooth service delivery. • Define, maintain, and monitor SLAs, alerts, and operational thresholds. • Contribute to capacity planning, hiring needs, and continuous process improvement. • Prepare and share the End-of-Day (EOD) operational report.