Sr Patient Access Rep - OLGMC

About the Role

This job provides excellent customer service to patients and guests whether via telephone contact or in person and effectively communicates with patients throughout their medical experience. You will explain insurance benefits, collect co-pays, deductibles, and self-pay portions, and inform patients of their financial responsibility. Additionally, you will research and resolve complaints regarding customer service, registration, authorization, or scheduling, monitor team productivity and accuracy, and work with team members on any issues.

Responsibilities

• Provide excellent customer service to all patients, guests, family members, and employees.
• Perform daily operations activities, ensuring accurate and timely collection of all data and required forms for processing charges and claims.
• Explain insurance benefits and collect co-pays, deductibles, and self-pay portions due; inform patients of their financial responsibility.
• Research and resolve issues impeding efficient and effective registration of accounts, working with the team on quality assurance to improve accuracy.
• Monitor and maintain productivity and accuracy, meeting all department goals and maintaining records documenting activity.
• Monitor team member productivity and accuracy, addressing any identified issues.
• Adapt behavior to the specific patient population, respecting privacy and adjusting communication style as needed.
• Remain knowledgeable on current federal, state, and local laws, accreditation standards, or regulatory agency requirements relevant to the assigned area.
• Other related duties as required.

Requirements

• High School diploma or equivalent; additional degrees, business training, or certifications may be combined to meet minimum qualifications.
• Minimum of 3 years of experience in a hospital, clinic, medical office, business services/revenue cycle, or other customer service-related environment (e.g., front-line registration, financial counseling, banking, retail).

Preferred Qualifications

• Associate’s degree.
• Certification in Healthcare Access Manager (CHAM), Healthcare Access Associate (CHAA), or as a Medical Assistant (or other medical specialty-based certification).

Skills

• Computer skills and dexterity required for data entry and retrieval of patient information.
• Proficiency with Windows-style applications and keyboard.
• Effective verbal and written communication skills, with the ability to present information clearly and professionally.
• Strong interpersonal skills.

Physical and Environmental Demands

• Sedentary work: exerting up to 10 pounds of force occasionally and/or negligible force frequently to lift, carry, push, pull, or move objects.
• Primarily involves sitting, but may require walking or standing for brief periods.
• Must be able to sit for prolonged periods, stoop, bend, reach, and grab with arms and hands.
• Manual dexterity required.
• Normal routine involves no exposure to blood, body fluid, or tissue, but potential exposure may occur.
• Works in a patient care area with potential exposure to communicable diseases.
• Occupational risk for exposure to hazardous medications or hazardous waste.