Representative, Patient Access

Department: Emergency Department • Location: Trinity Health Ann Arbor • Status: Full Time, 36 hours per week • Shift: Evening • This is a fully on-site role.

Total Rewards and Benefits

• Competitive compensation with DAILYPAY
• Benefits effective on Day One (no waiting periods)
• Full benefits package including Medical, Dental, Vision, PTO, Life Insurance, Short- and Long-term Disability
• Retirement savings plan with employer match and contributions
• Colleague Referral Program to earn cash
• Unlimited career growth opportunities within one of the largest Catholic healthcare organizations in the country
• Tuition Reimbursement

Purpose

Provides patient-focused customer service within the Emergency Department. Performs outpatient and/or inpatient registration and insurance verification functions; collects patient financial liability payments and ensures that patients meet financial requirements including Medicare medical necessity, payer pre-certifications, and referrals. Provides general information to hospital users, patients, families, and physician offices.

Responsibilities

• Research, collect, and analyze information; identify opportunities, develop solutions, and lead through resolution.
• Collaborate on performance improvement activities as indicated by outcomes in program efficiency and patient experience.
• Responsible for distribution of analytical reports.
• Utilize multiple system applications to perform analysis, create reports, and develop educational materials.
• Synthesize and analyze data; provide detailed summaries including graphical data presentations illustrating trends and recommending practical options or solutions while considering the impact on business strategy and supporting leadership decision-making.
• Leverage program and operational data and measurements to define and demonstrate progress, ROI, and impacts.
• Maintain a working knowledge of applicable federal, state, and local laws/regulations, Trinity Health Integrity and Compliance Program and Code of Conduct, as well as other policies, procedures, and guidelines to ensure adherence in a manner that reflects honest, ethical, and professional behavior and safe work practices.

Work Conditions

• Exposure to unpleasant conditions (sight, touch, sound, and/or smell), fumes, odors, dusts, mists, gases, biohazards/hazards (mechanical, electrical, burns, chemicals, radiation, sharp objects, etc.).
• Exposure to noise, infectious waste, diseases, and conditions.
• Occasional exposure to interruptions, shifting priorities, and stressful situations.
• Frequent ability to follow tasks through to completion, understand and relate to complex ideas/concepts, remember multiple tasks and regimens over long periods, and work on concurrent tasks/projects.
• Continuous ability to read small print, hear sounds and voice/speech patterns, give/receive instructions and other verbal communications (in-person and/or over the phone/computer/device/equipment assigned) with some background noise.
• Continuous ability to sit with the ability to vary/adjust physical position or activity.
• Continuous ability to maintain a safe working environment and use available personal protective equipment (PPE).
• Frequent ability to perform activities that require standing/walking with the ability to vary/adjust physical position or activity.
• Occasional lifting of a maximum of 30 pounds unassisted.
• Frequent use of upper and lower extremities, engaging in bending/stooping/reaching and pushing/pulling.
• Occasional performance of work that involves physical efforts (e.g., transporting, moving, positioning, and/or ambulating patients).

Requirements

• High School diploma or GED required.
• HFMA CRCR or NAHAM CHAA certification required within one (1) year of hire.

Additional Responsibilities for Patient Access Representative II

• Performs all aspects of the Patient Access Rep I role.
• Cross-trained and performs activities in Pre-Service, Emergency Department, and/or Bed Desk.

Qualifications for Patient Access Representative II

• Minimum of two (2) years of hospital registration or insurance verification experience.
• Knowledge of medical terminology, diagnostic coding, and procedural coding is required.
• Ability to explain insurance benefits.