PATIENT ACCESS REPRESENTATIVE

Position Summary The Patient Access Rep creates accurate and thorough registration for admissions, pretest, and outpatient registrations. Secures appropriate signatures, financial information, point of service collections, and documents for treatment and billing purposes. The Patient Access Rep interacts in a customer focused and compassionate manner to ensure patients and their representatives needs are met, and that they understand the hospitals policies as they relate to professional, efficient, and quality customer services. Department Summary Admitting and Outpatient Registration areas are located off the Main lobby, often dealing with patients/ clinical staff face to face or over the phone, entering and verifying patient demographic information- patients name, DOB, address, phone number, race, ethnicity, language, marital status, religion, church, diagnosis, physician, guarantor billing, insurance, collections and emergency contacts. Qualifications High School Diploma or equivalent Previous clerical or customer service experience preferred (class work may be substituted for previous work experience). Department Qualifications Prefer minimally one-year experience in a hospital, medical office/clinic, or insurance company. Prefer medical terminology certification. Skills Ability to perform a variety of tasks, often changing assignments on short notice. Must be adept to multi-taking and prioritization. Will be required to learn and work with multiple software/ hardware products during an average workday. Must possess excellent verbal and listening communication skills. Must be able to maintain a professional demeanor in stressful situations. Must be adept with equipment typically found in a business office environment- fax, copier, printer, scanner. Ability to build productive relationships with all contacts. Typing skills of 35 words per minute minimum. Must have good computer skills with the ability to work out of multiple systems in tandem, on dual monitors. Department Skills Ensure patient tracking systems are updated with patient activity. Answers phones and routes call as necessary. Monitors and maintains multiple work queues as instructed and assigned. Responsibilities Expectations Demonstrates compliance with all policies related to the organizations Corporate Compliance Program as evidenced by attendance at applicable educational programs; consistently carrying out job responsibilities ethically and professionally; exhibiting ethical and professional workplace behavior and decision making and reporting any infractions using the appropriate chain of command and without fear of retribution. Completes annual learning requirements, reviewing fire safety and electrical safety policies, applicable code reviews, disaster plans reviews, policies on handling hazardous and toxic substances and risk management issues. Demonstrates an interest in patient safety education and participates proactively in indetifying problems and incidents in the department and throughout the hospital which place any patient, visitor, or staff member at risk or injury. Attends educational seminars, meetings and updates as needed. Modifies work schedule to meet department goals and deadlines. Follows EMTALA, HIPAA, payer, and other regulations and standards. Maintain work area in neat and orderly fashion. Observes hospital and department guidelines concerning dress and display of name badge, presenting an appearance appropriate to work environment. Adheres to department customer service standards. Avoids excessive absenteeism and tardiness so that it does not warrant repeated disciplinary action and disrupt department productivity. Adheres to established schedule for break and meal periods. Willingness to assist department needs with staffing and tasks. Department Responsibilities Expectations General Accurately and thoroughly collects, analyzes, and records demographic, insurance, financial and clinical data in computer systems. Updates and edits information in computer systems, ensuring that all fields are populated correctly and appropriately. Obtains information and completes a Medicare Secondary Payer Questionnaire and other payer specific documents. Reviews and explains all registration forms prior to obtaining signatures from patients or appropriate representatives. Records patient email address when available for patient portal enrollment and applicable surveys. Documents System with activity comments to ensure appropriate account follow-up. Outpatient Ensures Provider order is accurate and meets hospital guidelines. Performs compliance checking of order for Medicare Insurance. Contacts Physicians offices for clarity on orders. Captures correct Primary Care physician. Maintains standing orders for patients with repeat services. Prepare folders for upcoming pre-test patients. Take Private Pay Agreement payments via PersonaPay. Point of Service Collections. Including CoPay, CoInsurance, Deductible, and estimated liabilities. Must be able to identify Out of Network insurances and turn patients away if need be. Services as ALS registration back up during peak workloads. Admitting Services Admissions processes for ALL Facilities- Aultman Canton, Aultman Massillon ER, Woodlawn, Aultman Orrville and Aultman Alliance Community Hospital. Monitors Bed Management system for any admissions. Provides Wristbands, letters or forms to clinical units. Reviews and enters admission orders for accurate time and status of care. Escorts patients to room and performs hand off process with clinical staff. Performs Census balance of all beds and units at all facilities. Ensures bed assignments for appropriate room and board charging. Provides assistance to patients and family members for Medical Record updates and questions. Identifies Duplicate Medical records for all Facilities. Insurance Follow up to ensure correct insurance. Travels to patient rooms to capture and records IMM (Important Medicare Message) per compliance requirements. Services as ALS registration back up during peak workloads. Serves as Outpatient registration back up when staffing is short. Working Conditions Coordinated lunch and break periods. Continual involvement with patients and their families. Ability to assist patients in wheelchairs and transport if necessary. Assigned uniform to be worn at all times. Outpatient Open 6a-5p M-F Every 3rd Sat 7a-3:30p No holidays Admitting 24/7 Every other weekend and holiday