Patient Access Specialist I

About the role

It starts with heart. That is what you will do each day. As a Patient Access Specialist I at Monument Health, you can begin your healthcare career with no experience necessary. You will be valued as an essential team member providing compassionate patient focused care. You will discover a culture of teamwork, professionalism, mutual respect, and— most importantly— a life-changing career. You will make a difference. Every day. As a Patient Access Specialist I, you are responsible for the integrity of all front-end patient access and registration functions including support of excellent patient care and seamless revenue cycle process. You are the first person our patients see each time they enter the facility or department! You are a trusted resource to provide service excellence to all patients, families, physicians, clinicians, and internal departments. Our vision at Monument Health is to be one team, to listen, to be inclusive, and to show we care. To do the right thing. Every time. If you share this philosophy, we hope you’ll join us.

Responsibilities

• Accountable for accurately collecting demographics, confirming patient identity, guarantor assignment, and coverage information and verification from patients or informants including obtaining necessary documents for check-in or admission among various patient settings, utilizing various communication methods (i.e phone, letters, face-to-face, bedside).
• Assists in achieving the strategic objectives of Monument Health by following Revenue Cycle guidelines, including participating in quality assurance and improvement activities.
• Demonstrates knowledge of payer information and benefits, including Medicare, Medicaid, and commercial payers as well as third party liability payers.
• Performs point of service collections including prepayments, outstanding balances, co-payment and co-insurance; daily reconciliation of cash drawer.
• Provides patients with basic account reconciliation.
• Initiates financial clearance by providing patient with cost estimates for scheduled services; properly escalates financial clearance needs on behalf of the patient.
• Reviews and understands authorization and referral records to confirm financial clearance.
• Educates patient and maintains regulatory compliance as required by distributing and/or obtaining required forms and signatures including consents for treatment and financial agreements, ABN/waivers, and other regulatory forms.
• Performs business office duties including incoming phone calls and messages, in-basket messaging, patient communications, intra-departmental communications, scanning/faxes, taxi vouchers, mail distribution, lost and found, safe and valuables and other duties as assigned.
• Provides service excellence including way-finding, reception; demonstrates the importance of satisfying the needs of the customer by interacting in a friendly and caring way, being attentive to both emotional and physical needs; maintains communication to provide a secure and pleasant experience throughout the system.
• May obtain referrals and order transcription, as applicable to service area.
• Performs patient scheduling and check-out, including pre-arrival management for upcoming services per protocols within the supported department, managing and monitoring patient wait lists and recall lists appropriately.
• Maintains registration related work queues including ongoing resolution of errors.
• Working knowledge of the electronic medical record: advanced directives, release of information, patient portal proxy forms; ability to educate patient on the patient basic purpose, and regulations.
• Addresses account inquiries, resolves or escalates inquiries as appropriate.
• May be required to work beyond normal scheduled shifts and must comply with Monument Health's Attendance Policy.
• May perform patient movement activities in the electronic medical record.
• May arrange patient transportation and other enabling services.
• Assists clinical care team as needed including providing transport in cooperation with clinical team direction.
• Responsible for attending all mandatory education, compliance and safety program sessions.
• Required to comply with all current and future policies and procedures and report directly to the supervisor.
• Performs all other duties as assigned.

Requirements

• Education: High School Diploma/GED Equivalent
• Work Experience: 1+ years Customer Service Experience