Patient Access Specialist II

About the role

As part of Revenue Cycle Management, this position is responsible for creating a positive first impression of M Health Fairview and ensuring an exceptional experience is achieved while interacting closely with patients, families, and other internal and external stakeholders in a highly organized and professional manner. Individuals in this role must utilize effective interpersonal skills to gather patient demographic information for complete and accurate registration, identify insurance, gather benefits, communicate, and collect patient's financial obligations. This role demonstrates the M Health Fairview commitments: Integrity, Service, Compassion, Innovation, and Dignity, along with critical thinking skills, a strong work ethic, and flexibility.

Schedule: 8:00 AM – 4:30 PM (0.7 FTE / 56 hours per 2-week pay period)
Week 1: Wednesday & Thursday
Week 2: Monday, Tuesday, Friday, Saturday, and Sunday
Includes participation in an on-call rotation.

Responsibilities

• Interview patients to obtain and document accurate patient demographic and insurance information in the medical record.
• Use insurance knowledge and resources to accurately code insurance and verify eligibility using online, web-based, or phone systems to ensure accuracy and expedite payment.
• Perform check-in process including collection of co-pays, signatures on forms, scanning insurance cards and/or IDs, and provide patient with any notices according to regulatory requirements.
• Support price transparency through patient education and collection on estimated financial responsibilities; refer patients to financial assistance/counseling resources as appropriate.
• Interact with patients and families in challenging and unique situations that may require de-escalation skills.
• Manage daily worklists and/or work queues and resolve assigned tasks in a timely, accurate, and efficient manner.
• Assist in training and mentoring new and existing staff.
• Confirm insurance benefits for services including coverage limitations, referral or authorization requirements, and patient liabilities.
• Provide proactive price estimates and communicate to patients to help them understand their financial responsibilities and collect; inform patients of gaps in coverage, educate on available options, and refer to financial counseling for assistance.
• Prepare and communicate/deliver notices of non-coverage to patients (e.g., HINN, ABN, waiver, Medicare lifetime reserve days).
• Follow up with payers on active authorized referral requests to verify determination or payer step in determination process.
• Collaborate and exhibit strong relationships with other departments and teams to manage tasks according to established criteria in a high-volume environment; provide resources and contacts to patients as needed to ensure a seamless experience.
• Adhere to all compliance, regulatory requirements, department protocols, and procedures; protect patient privacy and only access information as needed to perform job duties.
• Contribute to the process or enablement of collecting expected payment.
• Participate in improvement efforts and initiatives that support the organization’s goals and vision; understand and adhere to Revenue Cycle’s Escalation Policy.
• Rotate between hospital emergency room and scheduled services for registered patients.
• Participate in weekend on-call rotation.

Requirements

• 2 years of combined experience in customer service, healthcare revenue cycle, or an equivalent level 1 position.
• Patient collections experience in a medical setting.
• Effective communication skills (both written and verbal), attention to detail, self-directed attitude, and a positive attitude.
• Ability to work independently and in a team environment.

Preferred Qualifications

• Post-secondary education.
• Demonstrated ability to perform accurately and efficiently in EPIC, Microsoft Office Suite, and other computer programs.
• Experience as a subject matter expert with a demonstrated willingness to support team questions.

Benefits

Fairview offers a generous benefit package including:

• Medical, dental, and vision plans.
• Life insurance, short-term and long-term disability insurance.
• Paid time off (PTO) and Sick and Safe Time.
• Tuition reimbursement.
• Retirement plans.
• Early access to earned wages.
• Additional benefits available; for more information, visit https://www.fairview.org/careers/benefits/noncontract.