Patient Access Rep II

St. Louis Children’s Hospital is dedicated to improving the health and lives of children. As one of the top-ranked children’s hospitals in the country, St. Louis Children’s provides care in more than 50 specialty areas through a dedicated team of physicians, nurses, staff and volunteers. The hospital serves patients and families across a 300-mile service area and has seen patients from all 50 states and more than 80 countries. Consistently ranked among America’s Best Children’s Hospitals by U.S. News & World Report, St. Louis Children’s is one of eight children’s hospitals to rank in the top 25 of all 10 specialties in 2021. The hospital’s academic and physician partner, Washington University School of Medicine, is one of the top-ranked medical schools in the United States. Since 2005, St. Louis Children’s has been designated as a Magnet® hospital for nursing excellence.

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 professionalism. This role facilitates all components of the patient’s entrance into any BJC facility, with a focus on scheduling therapy appointments. The position handles a volume of approximately 125 patients per day and requires a high level of emotional intelligence, attention to detail, and the ability to make personal connections with patients. This role significantly impacts reimbursement accuracy and denial prevention through precise demographic and insurance data collection.

Responsibilities

• Perform hospital registration and scheduling within multiple BJC systems.
• Ensure proper patient identification, registration, and scheduling.
• Verify insurance, scan and retrieve documents, and validate that orders are complete and signed by the ordering provider.
• Provide patients with preparation instructions for scheduled procedures and educate them on financial responsibilities.
• Collect applicable patient payments and comply with regulatory guidelines, including Medicare Secondary Payer (MSP), HIPAA Privacy Standards, Patient Bill of Rights, Advance Directives, Consent to Treat, EMTALA, and JCAHO Requirements.
• Utilize critical thinking skills to assess and respond to complex situations, anticipating patient needs.
• Communicate professionally and positively with patients, families, and coworkers, both in-person and by phone.
• Maintain the integrity of patient clinical and financial records by correctly selecting patients from the Master Person Index (MPI).
• Meet or exceed quality standards, work independently, and mentor lesser-skilled employees.

This is a safety-sensitive position requiring constant alertness and safe work practices.

Requirements

• High School Diploma or GED (required).
• Associate’s Degree (preferred).
• 2-5 years of relevant experience (preferred).
• Certified Healthcare Access Associate (CHAA) certification (preferred).
• Strong knowledge of insurance carriers, Medicare guidelines, and federal, state, and accreditation agency requirements.
• Exceptional attention to detail and ability to work independently.
• Friendly demeanor and ability to maintain composure in high-volume, fast-paced environments.

Benefits

• Comprehensive medical, dental, and vision insurance available on the first day of the month after hire.
• Life insurance and legal services provided on 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.
• 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.

Schedule

PRN (as needed).