Current Department Employees: Access Center Representative III

About the role

Bargaining Unit: EA. Performs tasks that ensure scheduling and pre-visit/procedure readiness is achieved so that the office or department providing the service has minimal non-clinical work to perform on the day of service. Access Center tasks include: Scheduling, Pre-registration, E-verifying, Determining and collecting the patient’s out-of-pocket expenses (co-pays, deductibles, etc), Signing patients up for self-service options, Authorizations.

Responsibilities

• Schedules appointments for complex service lines such as Diagnostic Imaging, Physical Therapy, Physician offices, and Surgical Services.
• Communicates regularly with patients, families, caregivers, providers, clinical and non-clinical staff as necessary for the completion of scheduling and pre-visit readiness.
• Follows up with patients, clinical and non-clinical staff regarding requests for additional information (accurate orders, prior imaging, History and Physicals (H&P’s), reports, etc.) or previsit tests, labs, pathology, etc.
• Works with patients, families, providers, clinical and non-clinical staff to coordinate the patient’s experience throughout the process of accessing healthcare.
• Determines timely resolutions for complaints based on guidelines, resolving issues in the moment when able.
• Acts as liaison to patient and communicates resolution and/or next steps to patient directly.
• Works to de-escalate situations involving patient complaints while maintaining a professional attitude.
• Required to drive to on-site offices in Truckee, Tahoe City, Incline Village, and Reno to support team members, assist with escalations, deliver in-person training, and ensure workflow consistency.
• Provides training for team members and communicates clear instructions and expectations for process outcomes.
• Listens to team member’s feedback.
• Monitors department production for quality and to assure processes are progressing to assure accurate and timely outcomes for patient needs.
• Maintains scheduling reports and updates management of weekly progress.
• Distributes reports and registration audits to appropriate personnel.
• Confirms medical necessity of ordered procedure(s).
• Prioritizes tasks and follows work through to completion.
• Serves as a point of escalation for scheduling questions for radiology, surgery, etc.
• Serves as backup for scheduling patient appointments or procedures.
• Serves as backup for authorizing patient appointments or procedures.
• Works collaboratively with Health Information Management (HIM) on subpoenas and report requests.
• Articulates information in