Sr Patient Access Associate

About the role

The Senior Patient Access Associate position at Houston Methodist Willowbrook Hospital is responsible for obtaining and entering accurate demographic and insurance information in the electronic health record (EHR) on patients presenting at the various entry points of the facility. This position also performs cashiering functions, ensuring that all hospital accounts are secure, through the collection of the required co-pay, deductibles and co-insurance. This position performs the medical necessity check, to ensure compliance with Medicare guidelines, and regularly works in multiple areas (e.g., emergency department registration, main registration, bed management, cashier, etc.) and/or EHR work queues specific to patient access.

Responsibilities

• Obtains and records accurate demographic and insurance information on patients by interviewing patients, family members and physicians.
• Ensures that the correct insurance plan codes are utilized for the billing process.
• Explains the consent forms, obtains signatures on the forms and responds to any questions in a professional manner.
• Regularly works in multiple areas (e.g., emergency department registration, main registration, bed management, cashier, etc.) and/or EHR work queues specific to patient access.
• Serves as a resource and trainer for less experienced and new staff; orients, guides and mentors team members to help build confidence and competency in skills, knowledge and abilities.
• Contributes to departmental and hospital patient experience. Proactively seeks solutions to address patient issues and concerns.
• Serves as a second level resource to address elevated registration issues.
• Alerts management in a timely manner to any unusual and/or difficult situations impacting the level of service.

Qualifications

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• Four years of customer service experience to include two years of experience in hospital registration

Skills and Abilities

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Knowledge of basic registration/access functions and insurance procedures
• Ability to problem solve
• Ability to remain calm in stressful situations with patience and understanding
• Excellent customer service and professional communication skills
• Proficient computer skills and ability to learn and navigate multiple software programs
• Strong training, leadership and mentoring skills

Benefits

Fulfillment of monthly goals for cash collection, balancing cash drawer on a daily basis, following the department policy related to cash drawers and cash receipting, and organizing time effectively, minimizing incidental overtime and setting priorities are essential to this role.

Pay

Varied

Schedule

5pm - 5a/ rotating wknds