Representative, Patient Access I

About the role

The Patient Access Representative I is a unique role within the Kaiser Permanente Health System environment. The Patient Access Representative I welcomes the patient into the care delivery setting and initiates the administrative systems that will lay the groundwork for the patients clinical care as well as the financial documentation. The Patient Access Representative I is responsible for ensuring a complete and accurate Patient admission/registration.

Responsibilities

• Greets and registers patients for various medical services in the hospital setting potentially in a 24 hour, 7 day a week environment and in a highly active fast paced setting such as the Emergency department.
• Pre-registers patients where applicable.
• Completes comprehensive bedside or telephone interviews with Patient, relative, or their representative to obtain pertinent demographic information, insurance data and/or third party liability information.
• Performs minimal eligibility verification and resolves discrepancies as able or defers to appropriate resource, identifies need for financial assistance recommendation and application, referring to the Financial Counselor where necessary.
• Verifies the patient demographic and insurance information with the patient consistent with CMS regulations, the National Registration Standards and regional policies.
• Verifies members eligibility and benefits from identified insurance plan(s) prior to or upon admission to the hospital, using computer based verification programs, as available.
• Uses problem-solving skills to verify patient identification through patient name, spouse names, SSN, DOB and address in order to identify and minimize duplicate medical records.
• Interviews patient to obtain/determine appropriate insurance carrier and identifies, verifies, and inputs Other Coverage Information (OCI), primary, secondary, and tertiary payers for services provided.
• Completes regulatory or policy required forms, to include payor requirements such as Medicare, L & I requirements and some commercial payors, and obtains all necessary signatures via mail, pre-admit, pre-op visit or upon admission/ registration.
• Makes copies of patient identification, insurance information and other related forms and documents, electronically scan capture where appropriate.
• Understands and adheres to the rules and regulations of Medicare, Medicaid, Managed Care and Commercial payers regarding referrals, preauthorization and pre-certification requirements.
• Is knowledgeable and maintains compliance with CMS by accurately completing Medicare Secondary Payer screening information to determine primary payor.
• Interprets basic healthcare systems regulations and policies for patients and patient families consistent with the defined scope of work.
• Knowledge of MOAB training requirements for managing aggressive behavior.
• Maintains an understanding of HIPAA privacy and security regulations with respect to Patient confidentiality and regulations that govern system use for patient registration requirements.
• Understands and adheres to EMTALA regulations and the relevance for patient registration and patient liability collection in the Emergency Department.
• Stocks appropriate forms and supplies; takes out used supplies.
• Demonstrates responsibility in handling supplies and equipment in a cost-effective manner and according to standards such as policies, procedures, and infection control guidelines.
• Assists patients by providing specialty phone numbers, facility directions and office layouts; directing to other departments and administrative services for further information, for example (but not limited to) Membership Services, Dental and Pharmacy.
• Escorts patients to area of service.
• Initiates safekeeping and return of Patients valuables in accordance to hospital policy when required.
• Provides information assistance to Patients, visitors, and the public regarding general hospital policies and procedures.
• Interacts with patients physician regarding status of hospital account/registration issues and refers as needed.
• Provides patients demographic information/insurance plan updates to physician offices or other medical services, such as EMT services where appropriate.
• Responsible for maintaining records during system downtime and performs recovery processes.
• Maintains accurate statistical records of departmental activities as needed, for data gathering within the UBT work teams.
• Performs all other duties as assigned consistent with job description.

Requirements

• Minimum one (1) year of healthcare financial AND minimum one (1) year of office environment customer service OR Minimum two (2) years of post high school related education OR combination of education and experience.
• High School Diploma or General Education Development (GED) required.
• Basic Life Support
• Medical Terminology Certification
• Obtains training and becomes CPR Certification within 30 days if existing Patient Access Employee or has proof of current CPR Certification, outside applicant must have upon hire.
• Excellent communication skills with all types of individuals.
• Excellent organizational and written skills, flexibility and ability to switch tasks frequently.
• Ability to type minimum 35 wpm with above average accuracy.
• Previous experience with cash handling required.
• Ability to operate CRT, IBM compatible PC, Windows, such as MS Word/Excel, copier, fax, phone, and headset.
• Job requires continuous reading skills and the ability to handle a heavy volume of work.
• Working knowledge of basic medical terminology, diagnostic related groupings, diagnosis and common procedure terminology to determine benefits and estimate service cost.
• Knowledge of Medicaid, Medicare, and other government and insurance/payor requirements.
• Knowledge of basic State and Federal regulations governing healthcare encounters, such as HIPAA, State workers compensation, third party liability for accidents, EMTALA and etc.
• Knowledge of and skill in the use of automated Patient care systems for admissions, registration, and basic medical records functions (registration systems).
• Knowledge of basic state and federal regulations regarding funding resources.
• Knowledge of organizations and/or facility based billing systems.
• Knowledge of department procedures and established confidentiality policies. Knowledge of communication techniques with ability to listen actively and respond to fellow employees/customers in a timely, competent manner both verbally and non-verbally.

Qualifications

• Obtains training to become a Certified Healthcare Access Associate by the National Association of Healthcare Access Management within 180 days of employment preferred.
• Previous experience with EPIC applications preferred.
• Previous hospital or ambulatory clinic registration experience.
• Certification by HFMA or NAHAM preferred.
• One (1) year of higher education preferred.