Patient Access Representative - Emergency Department

About the Role

The Patient Access Representative (front-end) works directly with patients, family, and various hospital staff to ensure patients are cared for throughout their journey with SJH. Responsibilities include desk registration, bedside registration, pre-registration, and floating to areas within the Patient Access department as directed by management. The role ensures accounts are financially secure by collecting demographics, insurance information, and reviewing financial responsibilities such as co-pays, past due balances, and estimates.

Responsibilities

• Admitting/checking patients on both Emergency and Comprehensive Psychiatric ED boards (CPEP).
• Ensuring proper documentation with charts/patient (bracelet and labels).
• Staying updated on workflows for designated tasks and following patient identification protocols.
• Appropriately documenting in charts and closing out cash drawers.
• Maintaining appropriate cash in petty cash drawer.
• Scheduling walk-in imaging, TDAP, and Bilirubin (newborn test) appointments.
• Performing floorwork registration and floating to other Patient Access locations (cross-training).
• Maintaining Healthstreams courses and updating all insurance sign-ons.
• Staying up to date on emails, Teams posts, policies, and procedures.
• Point of service cash collections (estimates, co-pays, past due balances).
• Handling direct admits/transfers and documenting accounts using smart phrases and follow-ups.
• Maintaining assigned work queues (WQs) and demonstrating knowledge of EPIC.
• Escalating accounts that are not financially secure to appropriate leadership (e.g., inactive coverage, self-pay, authorizations not completed).
• Assessing equipment functionality (e.g., scanner, credit card machine, palm scanner, camera) and performing monthly audits on credit card machines.
• Maintaining a 90% or higher monthly audit score.
• Attending mandatory Spring and Autumn training.
• Demonstrating knowledge and competency in operating and maintaining equipment (printers, copiers, faxes).
• Adhering to established network policies and procedures related to job functions.
• Performing data entry with a working knowledge of unit-specific computer systems (EPIC, Peoplesoft, Midas).
• Demonstrating accuracy in performing primary job functions.
• Abiding by established personnel policies and procedures and HIPAA rules and regulations.
• Participating in staff and employee meetings/huddles, in-service and education programs, and performance improvement initiatives.
• Obtaining HFMA certification within a year of hire date.
• Displaying commitment to the hospital mission by observing customer service standards, demonstrating excellent communication skills, and adhering to confidentiality statements.
• Understanding and applying National Patient Safety Goals.

Requirements

• High school graduate with at least 2–3 years of progressive experience in the field (Bachelor’s or AAS degree is a plus).
• Supervisory experience is preferred.
• Proficient in the Patient Access Template within EPIC.
• Completion of CPI (Crisis Prevention Intervention) Training.
• Strong written and oral communication skills, as well as interpersonal skills.
• Broad-based knowledge of related regulatory compliance requirements.
• Competent in basic computer skills.
• Participatory management, team-building, motivational, and administrative skills are welcomed but not required.
• Critical thinking abilities.

Work Environment and Hazards

Exposure Class I and II, service-specific. Limited to routine or potential exposure to blood, body fluids, excretions, or secretions.

Physical Demands

Sedentary work involving standing, walking, and sitting for prolonged periods of time.

Pay

Pay range: $18.46 – $24.86 per hour, based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may vary based on location.