Patient Access Representative 1 - ED Day Shift

Responsibilities

• Effectively meets customer needs, builds productive customer relationships, and takes responsibility for customer satisfaction and loyalty.
• Represents the Patient Access department in a professional, courteous manner at ALL times.
• Asks patients if they may have special needs.
• Calls patients by name, Greets patients in a courteous and professional manner.
• Prioritizes and completes registration in a consistent, courteous, professional, accurate and timely manner.
• Accurately identify patients that present to the ER without proof of legal identification (Identification card, Driver’s license, Passport, etc.) due to EMTALA regulations.
• Obtains necessary information from patient, including demographic information, insurance, guarantor, and correctly inputs it into registration software.
• If patient is already in the system, finds correct patient record and verifies information in the system.
• Uses critical thinking skills to evaluate each registration situation to ensure customized registration experience based on individual patient circumstances.
• Uses knowledge of federal and state laws (EMTALA, HIPAA, Balanced Billing Act, Participating Provider statute, HITECH law, worker's compensation regulations, victims of sexually oriented criminal offenses regulation, 2 midnight rules, ABN's, Patient status requirements, MSPs, and state regulations on notification of out-of-network status) to ensure compliant registration.
• Coordinates registration intake of trauma, stroke and heart alerts to ensure timely triage.
• Safeguards the privacy of patient information according to HIPAA guidelines.
• Ensures each patient is assigned only one medical record number.
• Communicates the purpose of and obtains patient/legal guardian signatures on all necessary hospital documents such as Hospital consent forms, assignment of benefits, patient rights, etc.
• Extensively documents each encounter in account notes to ensure successful cross-function communication.
• Ensures orders are received and are consistent with tests/procedures.
• Maintains a calm demeanor and provides reassurance to patients during stressful situations.
• Facilitates patient flow, resolves issues regarding orders or missing/conflicting information, to ensure timely and accurate patient registration.
• Effectively communicates with patient, family, visitors, EMS, RNs and providers simultaneously.

Qualifications

• Experience: 1 year customer service experience or related certification (e.g. Certified Coder, Certified Medical Assistant).
• Education: High School diploma or equivalent.
• Special Skills: Advanced clerical and computer skills, critical thinking skills, ability to work in high-stress situations, professional appearance and behavior, good communication skills, dependability, flexibility, teamwork.