Patient Access Rep - Neurosurgery Clinic - St.Mary's

About the role

This position greets patients and guests in a courteous manner whether via telephone contact or in person; initiates scheduling an appointment or completing the check-in process/admission for patients; obtains and verifies accurate identification and demographical data for the patient's permanent medical record which assists in accurate reimbursement while recognizing the necessity of maintaining the confidentiality of all patient information. Responsible for point-of-service collections, face-to-face patient interactions related to completing the patient registration and admission process; responsible for the verification of insurance via electronic verification, telephone, or web application; improves patient satisfaction through consistently representing the company professionally and is cross trained to support multiple functions across all patient and payer types.

Requirements

• High school diploma or equivalent required; Associate's Degree preferred
• Minimum of 1 year of experience in a hospital, clinic, medical office, business services/revenue cycle, or other customer service-related environment
• Experience may include front line registration, financial counseling, banking, retail, or similar roles involving direct customer or patient interaction
• Certification in Healthcare Access Manager (CHAM), Certification in Healthcare Access Associate (CHAA), or Certification as a Medical Assistant (or other medical specialty-based certification) preferred

Skills

• Computer skills and dexterity required for data entry and retrieval of information
• Effective verbal and written communication skills and the ability to present information clearly and professionally
• Proficient with Windows-style applications, various software packages specific to role, and keyboard
• Strong interpersonal skills
• Clerical skills and technical knowledge of healthcare insurance benefits, various payor guidelines on referral and authorization processes, as well as current knowledge of Federal, State and Local billing regulations
• Skills to effectively present information and respond to questions from patients and customers with proficiency
• Skills to solve practical problems and deal with high stress situations while maintaining a high quality of professionalism
• Good organizational, time management, and conflict resolution skills
• Excellent decision making skills; good analytical skills with a strong attention to detail
• Ability to work collaboratively with other departments
• Ability to exercise sound judgment in handling/escalating difficult situations

Responsibilities

• Provide excellent customer service to all patients, guests, and family members
• Create, activate, and complete the patient scheduling, clinic registration, or hospital admission process; ensures all required forms are completed and other paperwork/documents are gathered and accurate
• Efficiently and accurately gather and input patient/guarantor demographic and financial information; explain insurance benefits and collect co-pays, deductibles and self-pay portions due
• Perform financial analysis of each case and inform patient of financial responsibility
• Balance cash drawer daily, prepare deposit slips and follow closing cash drawer process at the end of each shift
• Demonstrate respect and cooperation in all staff relationships, and a genuine willingness to prevent or resolve inter-personal conflicts
• Adapt behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style
• Other related duties as required

Physical and Environmental Demands

• Sedentary work - exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects
• Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time
• Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met
• Normal routine involves no exposure to blood, body fluid or tissue and as part of employment, incumbents are not called upon to perform or assist in emergency care or first aid
• Works with patients who have known or suspected communicable diseases and may enter isolation rooms; has an occupational risk for exposure to all communicable diseases
• Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste
• The risk level of exposure may increase depending on the essential job duties of the role