Patient Access Rep II

Additional information about the role located at Alton Memorial.

Schedule

• Monday–Thursday: 0700–1630
• Friday: 0700–1100
• May work some holidays and weekends as needed

About the Organization

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit, including $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. BJC also provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs, and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.

About the Role

The Patient Access Representative is often the first point of contact for patients and must represent BJC with the highest standard of customer service, compassion, and perform all duties in a manner consistent with the organization’s mission, vision, values, and service standards. This role facilitates all components of the patient’s entrance into any BJC facility and requires a high level of emotional intelligence to make personal connections with patients, whose experiences vary broadly based on their medical needs and acuity.

This position significantly impacts the ability to maximize reimbursements and prevent denials by accurately collecting demographics and insurance information, verifying benefits, and collecting point-of-service payments. Selecting the correct patient from the master person index (MPI) is critical to patient safety. The role demands a friendly demeanor, exceptional attention to detail, and up-to-date knowledge of insurance carriers, Medicare guidelines, and federal, state, and accreditation agency requirements.

Responsibilities

• Perform hospital registration and scheduling within multiple BJC systems.
• Ensure proper patient identification, registration, scheduling, insurance verification, and document scanning/retrieval.
• Validate that orders are complete, signed by the ordering provider, and the correct test is ordered.
• Provide patients with preparation instructions for scheduled procedures, education on financial responsibilities, and collect applicable payments.
• Comply with complex regulatory guidelines, including Medicare Secondary Payer (MSP), HIPAA Privacy Standards, Patient Bill of Rights and Responsibilities, Advance Directives, Consent to Treat, EMTALA, and JCAHO Requirements.
• Ensure each patient completes HIPAA acknowledgement.
• Utilize critical thinking skills to assess and respond to a variety of situations, anticipating patient needs.
• Communicate professionally and positively with patients, families, and coworkers, both in-person and by phone, to ensure a positive patient experience.
• Maintain the integrity of patients' clinical and financial records by correctly selecting the patient from the MPI.
• Work independently, consistently meet or exceed quality standards, and mentor lesser-skilled employees.

BJC has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job.

Requirements

• High School Diploma or GED (required).

Preferred Qualifications

• Associate’s Degree.
• 2–5 years of relevant experience.
• Certified Healthcare Access Associate (CHAA) certification.

Benefits

• Comprehensive medical, dental, vision, life insurance, and legal services available the first day of the month after hire.
• Disability insurance paid for by BJC.
• Annual 4% BJC Automatic Retirement Contribution.
• 401(k) plan with BJC match.
• Tuition Assistance available on the first day.
• BJC Institute for Learning and Development.
• Health Care and Dependent Care Flexible Spending Accounts.
• Paid Time Off benefit combining vacation, sick days, holidays, and personal time.
• Adoption assistance.

Not all benefits apply to all jobs.