Sr. Patient Access Rep: OLGMC ED

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. Explains insurance benefits and collects co-pays, deductibles, and self-pay portions due while informing the patient of their financial responsibility. Researches and resolves complaints regarding customer service, registration, authorization, or scheduling. Monitors team productivity and accuracy and works with team members on any issues.

Responsibilities

• Provide excellent customer service to all patients, guests, family members, and employees and effectively communicate with patients throughout their medical experience.
• Perform daily operations activities such as ensuring accurate and timely collection of all data and required forms necessary for processing charges/claims and receipt of payments.
• Explain insurance benefits and collect co-pays, deductibles, and self-pay portions due; inform patients of financial responsibility.
• Research and resolve issues impeding efficient and effective registration of accounts; work with the team on quality assurance scores to improve accuracy.
• Research and resolve complaints regarding customer service, registration, authorization, or scheduling.
• Monitor and maintain productivity and accuracy; meet all department productivity and accuracy goals and maintain records documenting activity.
• Monitor team member productivity and accuracy; work with team members on any identified issues.
• Adapt behavior to the specific patient population, including respect for privacy, method of introduction, adapting explanations, requesting permissions, and communication style.
• Remain knowledgeable on current federal, state, and local laws, accreditation standards, or regulatory agency requirements that apply to the assigned area of responsibility and ensure compliance.
• Other related duties as required.

Requirements

• High School diploma or equivalent; additional degrees, business training experience, and/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. Experience may include front-line registration, financial counseling, banking, retail, or similar roles involving direct customer or patient interaction.

Qualifications

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

Skills

• Computer skills and dexterity required for data entry and retrieval of patient information.
• Proficient with Windows-style applications and keyboard.
• Effective verbal and written communication skills; ability to present information clearly and professionally to varying levels of individuals throughout the patient care process.
• Strong interpersonal skills.

Schedule

Evening Shift: 3:00 PM - 11:30 PM, includes nights, weekends, and holidays.

Physical and Environmental Demands

• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods.
• Must be able to sit for prolonged periods of time.
• Must be able to stoop, bend, reach, and grab with arms and hands; manual dexterity.
• Normal routine involves no exposure to blood, body fluid, or tissue, but exposure or potential for exposure may occur.
• Works in a patient care area, directly with patients, and/or with specimens that could contain diseases; occupational risk for exposure to all communicable diseases.
• Occupational risk for exposure to hazardous medications or hazardous waste within the environment through various tasks.