Patient Access Rep I- General Surgery

Choose a career to make a difference in people's lives every day at Fisher-Titus, serving the greater Huron County area with a full continuum of health and wellness care.

About the role

The Patient Access Representative I provides customer service coverage for Fisher-Titus and assumes responsibility for successful financial outcomes of all patient services. This position performs duties including appointment scheduling, registration, insurance verification, telephone coverage, data entry, filing protected health information (PHI), patient referrals, and point-of-service collections while maintaining patient relations and customer satisfaction.

Responsibilities

• Promptly fields and/or directs incoming calls, responds to patient/staff inquiries, and initiates patient triage slips when necessary.
• Coordinates and accurately records appointment times, keeping records of all scheduled, cancelled, and changed appointments.
• Ensures all registration and admission forms are ready for patients to complete upon arrival.
• Greets and treats all patients and staff with respect and discretion, practicing proficient customer service skills.
• Gathers and verifies confidential health and financial information from patients to assure payment for authorized services.
• Enters new patient data and verifies/update patient records, ensuring completeness of the electronic medical record (EMR).
• Complies with HIPAA and all laws related to patient privacy and confidentiality.
• Verifies insurance eligibility and benefits, obtains pre-authorizations, and communicates coverage/eligibility information to patients.
• Verifies medical necessity in accordance with CMS standards and identifies patients needing Medicare Advance Beneficiary Notices (ABNs).
• Maintains accurate records of authorizations within the electronic health record.
• Demonstrates understanding of insurance protocols for referrals, co-payments, and deductibles.
• Maintains a safe environment by following safety policies and procedures.
• Exhibits professionalism in appearance, speech, and conduct.
• Ensures services comply with state, federal, and organizational regulations.
• Completes other duties as assigned, including clerical responsibilities.

Requirements

• High School diploma or GED required; Associate's degree in healthcare administration, business administration, or related field desired.
• At least 3-5 years of customer service, administrative, and/or data entry experience required.
• At least 3 years of experience in a healthcare environment preferred.
• Knowledge of database software applications desired.
• Strong customer service, teamwork, and conflict resolution skills.
• Efficient time management and ability to multi-task.
• Strong written, oral, and interpersonal communication skills.
• Demonstrated skills in organization, planning, coordinating, and collaborating.
• Strong understanding and comfort level with computer systems and Microsoft Office.

Working Conditions

• Stand/Walk: 1–2 hours
• Sit: 4–6 hours
• Bend: Up to 1/3 of time
• Squat: Up to 1/3 of time
• Reach: Up to 1/3 of time
• Lift: Up to 1/3 of time
• Carry: Up to 1/3 of time
• Push: Up to 1/3 of time
• Pull: Up to 1/3 of time
• Fine and gross motor function required for both hands and feet.
• Clarity of vision (near, mid, and far) and normal hearing required.

Standards of Employment

• Attends all mandatory education programs and describes responsibilities related to general safety and regulatory compliance.
• Maintains professional, neat, and clean appearance appropriate for the work environment.
• Wears proper photo identification badge while on duty.
• Maintains confidentiality of all hospital and patient information.
• Attends monthly staff meetings and participates in monthly rounding with manager.
• Completes required department-specific education and training programs.
• Follows safety and security policies, including exposure control plans for bloodborne and airborne pathogens.

Core Requirements

• Supports the mission, vision, and CARES values of Fisher-Titus.
• Knowledgeable of patient rights and ensures privacy, dignity, and well-being in a safe, secure environment.
• Supports and implements procedures for safety, confidentiality, quality assurance, and regulatory compliance.
• Commits to a work environment free from sexual harassment and all illegal and discriminatory behavior.

Benefits

• Comprehensive benefits package including medical and dental coverage.
• 401K match.
• Paid time off.
• Tuition assistance.
• Shift, weekend, and PRN differentials.

Schedule

Part time

Key Service Behaviors

• Communicates with Compassion: Uses active listening skills, AIDET communication tool, key words at key times, and HEART service recovery techniques.
• Demonstrates Service Etiquette: Greets patients using the 10/5 rule, maintains a calm and positive attitude, ensures patient privacy, and adjusts approach to respect diversity.
• Commitment to Safety: Follows safety guidelines, commits to a culture of safety, and reports unsafe conditions.
• Delivering High Quality Care: Commits to efficient, effective, and purposeful work and delivery of care.