Patient Access Representative - Day Shift

About the Role

Stephens County Hospital is a 96-bed acute care facility located in Toccoa, Georgia, nestled in the scenic foothills of Northeast Georgia. Our welcoming, family-oriented community offers a rich blend of cultural, civic, and outdoor opportunities, making it an exceptional place to live and work. We are fully accredited by The Joint Commission, reflecting our ongoing commitment to quality and safety.

The Patient Access Representative is responsible for welcoming patients and visitors and providing excellent customer service at all times. This position involves obtaining, verifying, and documenting accurate patient demographic and financial information; reviewing and interpreting insurance eligibility and benefits; collecting and posting payments; and assisting patients with required registration, admission, and financial paperwork. The role requires professional and courteous communication with patients, families, visitors, physicians, clinical staff, and other hospital departments while maintaining patient confidentiality and ensuring accurate and timely registration.

Responsibilities

• Provides exceptional customer service to patients, establishing a positive first impression of Stephens County Hospital.
• Models AIDET guidelines in all interactions with patients and ensures staff adherence to patient experience expectations.
• Exceeds all patient requests and alerts the Patient Financial Services Manager of issues or concerns requiring escalation.
• Correctly identifies and verifies all patient demographic information during registration to ensure accuracy.
• Verifies and scans patient’s insurance eligibility and benefits into the patient account.
• Collects patient copayments and any amounts owed, posts payments in the computer system, and generates appropriate patient receipts.
• Reviews registrations and corrects any errors found after the primary registration.
• Audits departmental accounts during downtime.
• Ensures accounts are registered with a minimum of 95% accuracy.
• Obtains all required signatures for appropriate forms and notes any missing information.
• Maintains and completes Registration department Productivity Sheets daily.
• Tracks unfinished registrations to ensure completion the same day or no later than the following day.
• Confirms publicity levels on inpatient accounts.
• Interacts with various hospital departments and physician’s offices to effectively schedule and direct patients through the hospital systems.
• Provides training to new staff and attends educational meetings as needed.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Completes all other duties assigned by the Patient Financial Services Manager or Patient Access Team Lead.
• Participates in cross-training between various departments to ensure coverage.
• Uses effective service recovery skills to solve problems or service breakdowns.
• Obtains chief complaint and notifies ER nurse of patient arrival; if no response, notifies the nursing station.
• Ensures ER patients are temporarily registered as quickly as possible with no delays.
• Presents Privacy Notice to patients on initial visit and explains its purpose.
• Understands and abides by EMTALA and HIPAA rules.
• Presents definition of Advanced Directives and offers educational materials to all patients registered for inpatient care and surgical procedures.
• Ensures completed Advanced Directives are placed in the medical record.
• Tallies and balances cash drawers at the beginning and end of shifts in the ER area with a coworker’s signature as witness.
• Takes previous day deposits with receipts to the Cashier on all Monday through Friday shifts by 8 AM.
• Registers pre-admits as soon as orders and forms are received or notified by the physician’s office.
• Gives outpatients directions to ancillary departments and offers assistance, such as transportation if needed.
• Submits any incomplete information to the Patient Financial Services Manager or Patient Access Team Lead for review.

Switchboard and Emergency Communication Responsibilities

• Performs switchboard functions as needed.
• Ensures all calls are answered promptly, courteously, and professionally.
• Directs callers to the appropriate extension or department.
• Utilizes the overhead paging system for approved circumstances, including necessary staff notifications and announcements.
• Initiates emergency communication procedures for various code and security situations, including:
  • Code Blue (Adult, Pediatric, Infant) + Location
  • Medical Alerts (Rapid Response, Code Stroke, Mass Casualty Event, Medical Decontamination)
  • Facility Alerts (Fire, Weather, Evacuation, Hazardous Chemical Spill, Level 2 Capacity Surge, Level 3 Critical Surge)
  • Security Alerts (Child Abduction, Missing Person, Active Shooter, Bomb Threat/Suspicious Package, Lockdown Implemented, Public Safety)
• Pages each code clearly three times when the call is received and notifies the appropriate personnel.
• When instructed by the Safety Committee, pages the Code Clear/All Clear announcement clearly three times.
• For a Bomb Threat/Suspicious Package, notifies the Administrator or designated representative immediately and awaits further instructions.

Age-Specific Competencies

The Patient Access Representative is responsible for patients of the following age groups:

• Pediatric (Newborn to 11 Years)
  • Demonstrates knowledge of legal restrictions related to registration and treatment of minors.
  • Maintains a safe environment for patients.
  • Identifies learning barriers and needs of parent/caregiver in relation to the registration process.
• Adolescent (12 to 18 Years)
  • Demonstrates knowledge of legal restrictions related to registration and treatment of minors and young adults.
  • Demonstrates awareness of privacy issues.
  • Explains the registration process in terms easily understood by patients and caregivers.
  • Demonstrates awareness of this population’s increasing control and autonomy over self.
• Adult (19 to 59 Years)
  • Adapts communication according to the individual’s level of education and understanding.
  • Demonstrates understanding of economic concerns and stress related to injury and disease.
  • Handles controversy in a tactful and productive manner.
  • Demonstrates understanding of patient confidentiality issues related to various payor situations.
  • Recognizes and adapts to cultural factors related to the registration process, including patient literacy.
• Senior Adult (60 to 74 Years)
  • Explains the registration process in a manner easily understood by the patient and/or caregiver.
  • Allows time to answer questions related to insurance coverage and billing effectively.
  • Adapts the registration procedure in accordance with any physical limitations demonstrated by the patient.
  • Recognizes and adapts to cultural factors related to the registration process, including patient literacy.
• Geriatric (75 Years and Older)
  • Explains the registration process in a manner easily understood by the patient and/or caregiver.
  • Allows time for patients to process information and ask questions.
  • Answers questions related to insurance coverage and billing effectively.
  • Adapts the registration procedure in accordance with any physical limitations demonstrated by the patient.
  • Recognizes and adapts to cultural factors related to the registration process, including patient literacy.

Requirements

• High school graduate or equivalent preferred.
• Previous switchboard or registration experience with understanding of medical terminology preferred.
• Basic knowledge of CRT operation.
• Ability to type 40 words per minute with accuracy.

Skills

• Ability to compile, code, categorize, or verify information/data.
• Strong organizational and interpersonal skills.
• Ability to determine appropriate course of action in complex situations.
• Ability to work independently, exercise creativity, and maintain a positive attitude.
• Ability to manage multiple and simultaneous responsibilities and prioritize scheduling of work.
• Ability to maintain confidentiality of all medical, financial, and legal information.
• Ability to complete work assignments accurately and in a timely manner.
• Excellent verbal and written communication skills.

Professional Requirements

• Adhere to dress code; appearance is neat and clean.
• Complete annual education requirements.
• Comply with all organizational policies and standards regarding ethical business practices.
• Maintain patient confidentiality at all times.
• Report to work on time and as scheduled.
• Wear identification while on duty.
• Maintain regulatory requirements, including all state, federal, and local regulations.
• Represent the organization in a positive and professional manner at all times.
• Participate in performance improvement and continuous quality improvement activities.
• Attend regular staff meetings and in-services as needed.

Physical Requirements and Environmental Conditions

• May need to sit for up to 2-6 hours at a time.
• Physically demanding, high-stress environment.
• May be up walking on feet up to 8 hours per day.
• Must be able to push a computer on wheels for bedside registration.
• Must have the cognitive ability to perform in this role, including critical and executive-level thinking.
• Must have strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Near normal hearing – able to hear alarms/telephone/normal speaking voice/webinars.
• Near normal vision – clarity of vision (both near and far) either corrected or non-corrected, ability to distinguish colors.
• Good manual dexterity and eye-hand-foot coordination.
• Standing – continuously within the shift (67-100%).
• Walking – continuously within the shift (67-100%).
• Climbing – occasionally within the shift (1-33%).
• Bending/stooping – frequently within the shift (34-66%).
• Twist at the waist – occasionally within the