Patient Access Representative

Schedule

Shift

Position Summary

Accountabilities

• Performs a variety of face-to-face registration, pre-registration, walk-in outpatient scheduling, and collection functions for all patients including self-pay patients.
• Utilizes electronic insurance verification system to verify insurance benefits and determine copay and/or coinsurance for the patient’s services; asks all eligible patients for copay and/or coinsurance to meet monthly Point of Service goals.
• Contacts patients via phone for necessary information pertaining to registration, billing and financial responsibility via our pre-registration process.
• Affords assistance to patients at time of service with general benefit and financial responsibility inquiries and posts payments to patient accounts as appropriate.
• Maintains high attention to detail by reviewing all work for completeness and accuracy in compliance with system quality assurance policies.
• Completes registrations to meet department accuracy standards for error-free work as demonstrated on the monthly KPI (Key Performance Indicators).
• Independently reviews assigned reports/work queues to ensure goals and deadlines are met.
• Maintains current knowledge of insurance requirements communicated by email, memorandum, educational matrices and in-services.
• Seeks assistance from Financial Counselors when needed to maintain patient flow while resolving financial issues.
• Communicates effectively with service delivery areas when unresolved financial issues threaten appointment schedules.
• Respects the rights and dignity of all patients. Provides and maintains patient privacy at all times. Is compliant with HIPAA guidelines and privacy practices, patient confidentiality and patient rights.
• Escorts customer/employees to their requested location when possible. (Site Specific).
• Immediately approaches a customer or employee who seems lost and offers assistance. Takes ownership of a customer’s problem. Ensures the matter is resolved in a timely manner if able or exculpate to the appropriate department.
• Functions as a team member to organize and prioritize responsibilities to complete daily work requirements:
• Complies with changes in duties and assignments in a positive and cooperative manner.
• Demonstrates flexibility and adaptability to change.
• Completes assignments in appropriate time frames.
• Offers assistance to co-workers to ensure completion of all assigned duties as necessary.
• Performs duties in a self-directed manner with minimal supervision or direction.
• Demonstrates a positive, supportive, respectful and helpful attitude in interactions with all department customers (patients, physicians, visitors and other healthcare team members).
• Aid management with training new staff as necessary.

Preferred / Required Qualifications

• Education: Must have a high school diploma or equivalent.
• Skills: Must demonstrate excellent communication, customer service and interpersonal skills in a fast paced environment. Must be able to input and retrieve information from a computer, operate a calculator, fax machine and copier. Must have previous experience with computers and office applications. Must be able to move about office and between work stations. Must be able to occasionally lift, move and carry moderately heavy materials. Must demonstrate commitment to exceptional customer service. Must have strong organization skills and the ability to multi-task. Must be able to read and speak the English language. Having experience or basic knowledge of health insurance plans and medical terminology is preferred but not required.
• Years of Experience: Preferred to have at least 1 year experience in medical registration, customer service or collection. Preferred To Have 1 Year Customer Service Experience.

Working Conditions

• Risks: Wearing Personal Protective Equipment: To include face mask and goggles (if applicable) as recommended by the CDC.
• Physical Demands: Occasionally lifts/carries/pushes/pulls up to 25 pounds. Frequent, prolonged standing/walking/sitting.