Patient Access and Arrival PRN

Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record utilized by all members of the healthcare team.
• Prevents creation of duplicate medical records to avoid treatment safety issues and billing problems.
• Ensures compliance with the organization’s accrediting bodies by using identifiers to positively identify a patient prior to the delivery of patient care.
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities.
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.
• Knows insurance basics and recognizes commercial and government plans; understands which plans the organization contracts with and when a statement of financial responsibility is needed.
• Discusses financial information and obligations with patients; knows how and when to refer patients to Financial Advocates.
• Understands and enforces rules, forms, and questions to ensure compliance with government agencies and regulations, including HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, and ABN.
• Obtains patient or guarantor signatures as required.
• May schedule patient appointments; coordinates cancellations, reschedules, wait list requests, and recall requests.
• Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, and directions to the facility.
• Creates a welcoming and professional environment for patients and visitors by demonstrating extraordinary customer service.
• Greets patients and visitors and responds to routine requests for information; answers telephone, screens calls, and takes messages.
• Offers various assistance to patients, including arranging transportation needs, providing directions, locating a wheelchair, and coordinating interpreter services.
• Monitors and works assigned electronic health record work queues following the department’s approved process.

Education

High School Graduate.

Experience

None required.

Knowledge, Skills & Abilities

• Demonstrate the organization’s purpose, values, and behaviors.
• Ability to work in a high-profile and high-stress area, independently setting and meeting deadlines, multitasking, and prioritizing work.
• Must handle large workloads with many interruptions in a fast-paced environment without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service skills in a variety of situations; must have excellent service recovery skills.
• Demonstrated independent thinking and problem-solving skills; ability to exercise judgment to triage issues and concerns.
• Excellent communication (written & verbal), customer service, and interpersonal skills; ability to effectively communicate with patients, visitors, staff, and physicians in a pleasant, professional demeanor.
• Educate patients on the insurance coverage aspect of their care, including managing discussions for services that may not be paid by their health plan.
• Interact with physicians and their staff to resolve issues related to patient care.
• Collect and manage payments, including cash payments, and follow security protocols related to cash handling.
• Strong understanding and comfort level with computer systems; demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser, and phone technology.
• Understanding of basic medical and insurance terms and abbreviations typically used in patient scheduling and registration.
• HIPAA-compliant and knowledgeable of applicable state and federal rules and regulations.
• Ability to handle sensitive and confidential information according to internal policies.
• General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers.
• Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Excellent organizational skills; demonstrated ability to effectively act as a resource to other staff.

Physical Requirements And Working Conditions

• May require travel; exposed to weather and road conditions.
• Responds quickly to patient medical status and emergency situations occurring in clerical areas.
• CPR certification may be required based on service location.
• Notary training/licensure may be required as appropriate for service line and/or facility.
• Operates all equipment necessary to perform the job.
• Exposed to a normal office environment with significant patient and public contact; may be exposed to ill or contagious patients.
• Must be able to transition from sitting to standing frequently; stand and sit for extended periods and be physically mobile throughout the workday.
• Frequently lifts up to 10 lbs.; occasionally lifts 20 lbs. or more; must be able to push/pull up to 50 lbs. with assistance.
• Escorts patients to nursing units or outpatient departments as necessary.
• Sensory requirements include vision, hearing, and touch; must be able to speak clearly and use hands with fine motor skills for keyboard data entry.
• May be asked to work a flexible schedule to meet the needs of the department.

Preferred Job Requirements

• Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet, and phone technology.