Patient Access Representative (Part Time | 16 Hours Per Week)

Join Children’s National and be the welcoming first connection for patients and families during their care journey. As part of Patient Registration, you will play a meaningful role in creating a positive experience by greeting families, accurately registering patients, verifying insurance, supporting scheduling needs, and helping ensure care begins smoothly.

About the role

Provide patient services and administrative support in ancillary operations. Interact with parents, patients, physicians and other staff under moderate supervision in a courteous manner. Provide assistance to other employees within their department as well as other departments. Collect and verify all demographic information to ensure accuracy. May provide required notification of scheduled and unscheduled services according to insurance provider requirements. May be responsible to schedule patients for ancillary appointments. Position may be required to float to ancillary patient access areas for coverage (ED, RAD, LAB, AMSAC etc.). Next step in career ladder is Senior Patient Access Rep.

Requirements

• High School Diploma or GED (Required)
• 2 years related experience (Required)
• Broad knowledge in administrative processes, customer service skills
• Computer knowledge necessary; Microsoft Office Experience Preferred (Word & Excel)
• Complete Patient Access training curriculum and pass all competency assessments
• Ability to type a minimum of 35 words per minute

Responsibilities

Patient Services

• Demonstrate accuracy of scheduling patients using the applicable scheduling system for the department
• Verify applicable charge codes correspond with diagnostic codes
• Enter information into billing/registration system
• Complete computer-aided, online registration screen with parent/guardian via telephone or in person in a professional & courteous manner
• Collect accurate demographic and insurance information
• Update systems as needed in accordance with department standards for registration accuracy
• Complete bedside registration for ED patients
• Reschedule appointments for patients who did not show or for ancillary services cancellations by providers/technologist
• Schedule follow-up appointments at check-out if applicable
• Greet patients and parents courteously
• Arrive patient in appropriate system based on department policy
• Obtain required consents for department & ensure distribution of compliance-related materials (i.e., HIPAA Privacy Notice, Patient Rights)
• Obtain copy of insurance card and photo ID to be stored in medical record (copy or scan activity required)
• Ensure applicable insurance company and CNMC HIM department receive copies of appropriate forms/documentation
• Complete all documentation in accordance with department policy and procedure
• Respond to patient portal work lists (i.e., appointment requests, fax queues, email requests, etc. May include messaging center work lists in the future)

Information Verification

• Verify insurance eligibility using applicable eligibility system
• Ensure managed care carve-outs (lab and radiology carve-outs) are adhered to
• Advise leadership of any authorization issues at the time of check-in
• Identify surgeries/diagnostic testing without authorizations
• Contact provider’s office or scheduling coordinator to address issues timely without delaying patient care
• Notify parents of the need for completed insurance referral form or pre-authorization prior to scheduled/unscheduled appointments
• Discuss co-payment, deposits, payment in full, or past due balance collections with parents in a professional & courteous manner
• Counsel parents or refer parent to Financial Information Center (FIC) for establishing payment schedule or method of payment
• Verify insurance information is complete prior to procedure and collect and verify pre-authorization/referral information: goal is to obtain authorizations 5 days in advance of service
• Utilize all systems where patient information may be stored (EPRS, SCI, Cerner, IDX, McKesson, etc.) to verify that systems are in sync

Cash Collection

• Collect and record co-payments, deposits, and payments in full and provide payer with receipt
• Responsible for helping department meet 85% of the collection target for the department
• Maintain departmental requirements regarding cash controls and collections

Billing Preparation

• For ancillary services ensure all applicable orders/scripts/referrals are obtained prior to services being rendered
• Appropriately clear all walk-in and ensure scheduled/unscheduled appointments are linked to scheduling system
• Responsible to ensure daily quality review of all registration processed real-time

Office Support

• Answer telephone and address caller needs appropriately
• Avoid transferring calls for better service to families
• Meet department standards relative to ACD policies if applicable
• Manage voice mail messages within the same business day
• Distribute mail
• May work returned mail as needed
• All staff are responsible for information distributed via email; check work email a minimum of 3 times daily and respond to inquiries within 24 hours (or next business day)
• Maintain office files and office supplies at PAR levels
• Maintain clean reception area and workspace
• Other support as needed

Pay

Pay range: $20.75 - $40.99 per hour. The exact pay rate for this position will be based on a variety of factors in alignment with Children’s National compensation philosophy, including but not limited to the individual’s combination of prior work experience, level of education, knowledge, skills, and other qualifications.