Patient Access Associate- ED Registration NIGHTS

About the role

The Patient Access Associate obtains and enters accurate demographic and insurance information into the electronic health record (EHR) for patients arriving at various entry points. The role includes cashiering functions (collecting co‑pays, deductibles, and co‑insurance), performing medical necessity checks for Medicare compliance, and ensuring adherence to EMTALA and HIPAA requirements. Effective communication and excellent customer service are essential in every interaction.

Responsibilities

• Promote a positive work environment and contribute to a dynamic team focused on achieving departmental and organizational goals.
• Communicate openly, non‑judgmentally, and professionally with customers and co‑workers.
• Obtain and record accurate demographic and insurance information by interviewing patients, family members, and physicians.
• Ensure correct insurance plan codes are used for billing.
• Explain consent forms, obtain signatures, and respond to questions professionally.
• Contribute to departmental and hospital patient experience; proactively seek solutions to patient issues and alert management to unusual situations.
• Maintain the privacy and confidentiality of protected health information per HIPAA guidelines.
• Use patient identifiers consistently to correctly identify patients and medical records; refrain from issuing new medical record numbers for existing accounts.
• Meet department goals for registration error rate, productivity, and activities per hour.
• Verify that ordered services meet medical necessity criteria when applicable.
• Collect payments based on pre‑determined information and perform insurance verification to determine patient out‑of‑pocket expenses.
• Offer payment options after the minimum required payment is received; fulfill monthly cash‑collection goals.
• Accurately post and receipt patient payments; balance the cash drawer daily following department policy.
• Organize time effectively to minimize incidental overtime, set priorities, and utilize downtime efficiently to assist team members.
• Display initiative to improve job functions, demonstrate adaptability during changing demands, and suggest process improvements for efficient patient flow.
• Seek opportunities to expand learning beyond baseline competencies with a focus on continual development.

Qualifications

• High School diploma or equivalent (e.g., GED, homeschool equivalency verification, partial or full post‑secondary education).
• Two years of experience in a strong customer service environment.
• One year of registration experience in a hospital environment (preferred).

Skills and Abilities

• Demonstrate skills and competencies necessary to safely perform assigned duties, verified through ongoing assessments and performance evaluations.
• Sufficient proficiency in speaking, reading, and writing English to perform essential functions, especially those impacting patient or employee safety.
• Ability to communicate effectively with patients, physicians, family members, and co‑workers using a customer‑service focus and positive language principles.
• Ability to multi‑task and remain flexible to meet patient and department requirements.
• Knowledge of basic registration/access functions and insurance procedures.
• Problem‑solving ability.
• Ability to remain calm in stressful situations with patience and understanding.
• Excellent customer service and professional communication skills.
• Proficient computer skills and ability to learn and navigate multiple software programs.
• Ability to handle detail work accurately and rapidly.

Requirements

• Work attire: Uniform required; scrubs not required; business professional required; other department‑approved attire permitted.
• On‑call: May be required to be on‑call during emergencies (e.g., disasters, severe weather events).
• Travel: May require travel within the Houston metropolitan area; no travel required outside the Houston metropolitan area.