Patient Access Rep - DOW
Education and Experience
The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a bachelor's or associate degree, with a concentration in management. Three to four years of successful and increasingly responsible experience in a financially focused environment is required. A minimum of two years of experience in a hospital or physician practice business office is required. Management/supervisory experience in a hospital registration department is required.
Knowledge & Skills
Requires a solid understanding of all facets of the registration/patient accounts process.
Also requires in-depth knowledge of Registration Department operations.
Requires a strong understanding of the regulatory environment affecting third-party payers, workers compensation, liability and healthcare/consumer collections.
Requires a solid understanding of the financing alternatives and assistance sources that are available to customers (including the interpretation of documentation provided during the financial evaluation process).
Requires a solid understanding of the requirements of various regulatory and accreditation agencies.
Requires a solid understanding of computer applications with the ability to assist Registration team members, and other Hospital team members, with access to the information collected at the time of registration.
Demonstrates a solid understanding of professional and ethical conduct and the management skills necessary to effectively motivate, manage and train the staff.
Requires solid organization, planning, analytical, critical thinking, decision making, negotiation and problem-solving skills.
Requires the interpersonal and communication skills (both verbal and written) necessary to interact effectively with patients, physicians, staff (at all levels of the organization) and individuals from outside the organization.
Physical Demands
Requires the physical ability and stamina to perform the essential functions of the position.
Works in an Office Environment
Works in an office environment. May need to vary days and hours scheduled, including working evenings and/or additional hours, as determined by the Department's needs. Also carries a pager in order to accept calls from the staff during non-work hours.
Fast-Paced, Quality-Focused, Multi-Priority Environment
Work is performed in a fast-paced, quality-focused, multi-priority environment that frequently deals with stressful situations and deadlines.
Team Leader Responsibilities
Effectively helps to implement department policies & procedures and changes as needed.
Acts as a positive role model during training and contributes to the success of each trainee.
Gives positive feedback and shows constructive ways to aid in the learning process.
Continues to act as a mentor to help all staff succeed, especially new staff members.
Takes pride in being a team leader and shows the ability to work through problems in a positive way.
Knowable of all positions in the department and able to cover open positions when needed.
Uses Active Staffer schedules department staff ensuring equitable work and staff distribution and adjusts staffing to meet volume, to assure minimum overtime and use of people providing enough staff to meet the standard of service.
Ensures that department meeting minutes are completed and emailed to the department in a timely manner.
Follows and upholds department and hospital policies while serving as a positive example for staff.
Addresses issues as they arise and uses the code of mutual respect in handling them.
Embrace a team environment and helps others to join and participate in this environment by example and encouragement.
Must be able to set clear expectations and have strong leadership skills.
Communication/Working Relationships/Training
Cheerfully greets patients, family members and visitors and makes every effort to ensure that they are processed or directed to the appropriate area in a timely manner.
Answers questions and gives information based on department and hospital guidelines.
Notifies departments when there are delays or late appointments, and keeps patients informed of wait times.
Completes all mandatory in-services in a timely manner and attends scheduled departmental meetings.
Routinely exhibits courtesy and respect when dealing with others.
Answers all incoming calls within three rings and ensures that standard departmental protocols are used when placing calls to physicians, hospital departments and other facilities to facilitate patient's care.
Communicates identified problems to appropriate supervisory personnel and participates in corrective actions.
Anticipates needs of co-workers and department and responds appropriately.
Keeps up with changing needs and requirement of job.
Organizational Responsibilities
Attends and participates in department meetings and is accountable for all information shared.
Completes mandatory education, annual competencies and department specific education within established timeframes.
Completes annual employee health requirements within established timeframes.
Maintains license/certification, registration in good standing throughout fiscal year.
Patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/departments.
Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
Adheres to regulatory agency requirements, survey process and compliance.
Complies with established organization and department policies.
Available to work overtime in addition to working additional or other shifts and schedules when required.