Patient Access Representative (Check In/Out)

As a healthcare Patient Access Representative, you will be an important part of promoting our mission to provide compassionate, world-class urologic care and exceptional experiences for our patients, employees and partners.

You will attend to our patients on the phone and in person at the patient reception desk. You will coordinate appointments and documentation and be responsible for successfully managing large amounts of inbound and outbound calls.

This will include following communication scripts, handling different topics, and acting as a liaison between UCI and our patients. In addition, you will be responsible for evaluating documents to ensure that appropriate information has been obtained.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Check in/out patients and complete patient registration.
2. Manage patient flow by providing timely check-in procedures upon arrival and notifying medical support staff of patient arrival.
3. Update patient tracking in EMR.
4. Instruct new patients in completion of medical history and information forms. Ensure that all forms are filled out.
5. Notify and promote the patient portal with the patients.
6. Verify that forms are filled out entirely.
7. Update required forms for patients per practice protocol for the following forms: Consent, HIPAA, Financial, Demographics, etc…
8. Maintain accuracy of patient demographic, pharmacy, PCP and insurance information by verifying this information at each patient encounter.
9. Maintains accuracy of insurance, patient billing, and contact information by correctly entering patient demographic and insurance information into the computer system.
10. Scan insurance cards and driver’s license for all patients.
11. Schedule patient appointments within operational standards and documents appropriately.
12. Complete insurance verification prior to patients visit to determine coverage and benefit limits.
13. Ensures that referrals are received or waiver is signed prior to patient being seen in absence of required referral to ensure payments are received for services rendered.
14. Enter referral into account and scan referral document. Link referral to appointment.
15. Collect copays, deductibles, coinsurance and past due balances prior to the patient being seen.
16. Scan documents, work on ROIs.
17. Complete all task within the timelines established by the practice.
18. Document no shows in EMR or paper chart and route task or chart to the provider to sign.
19. Maintains patient confidentiality. To inform the patients if there is a wait time for the appointment or to reschedule cancelled appointments. In such cases, the receptionist must be courteous, apologize for the inconvenience caused, and assure the patient that the appointment will be rescheduled.
20. Perform accurate, timely documentation of information received via phone while demonstrating understanding and accurate interpretation of regulatory and accreditation standards, Health Services guidelines, and HIPAA requirements.
21. Monitor existing templates and maintain daily appropriateness of schedules.
22. Performs accurate and timely documentation of all information while demonstrating understanding and accurate interpretation of regulatory accreditation standards, Health Service guidelines and HIPAA requirements.
23. Utilizes resources effectively and independently.
24. Self-motivated, self-directed, lifelong learner.
25. Other duties as assigned.

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Minimum two years of medical office experience.
• Working knowledge of general office duties.
• Working knowledge of contracted insurance plans.
• Good verbal and written communication skills.
• Good telephone skills.
• Demonstrated ability to use a computer with Microsoft Word, Outlook and EMR software.
• Excellent customer service skills.
• Strong organizational skills with the ability to multi-task.
• Ability to maintain confidentiality and thorough knowledge of HIPAA policies and procedures.
• Experience working within a production environment with production & quality metrics.
• Demonstrated ability to apply critical thinking to resolve issues and conflicts while maintaining composure and confidence.
• Ability to prioritize work and meet deadlines.
• Strong written and verbal communication skills with the ability to effectively communicate to varying audiences.
• Excellent attendance and punctuality.
• Must be comfortable working in a high volume, fast-paced environment.

Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.

Communications

Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.

Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.

Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in the early stages. Works well in group problem-solving situations.

Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. 

Language Ability:

Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees.

Mathematical Ability:

Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs. 

Reasoning Ability:

Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Deal with problems involving several concrete variables in standardized situations.

Computer Skills: Microsoft Word; Familiarity with EMR systems a plus 

Supervisory Responsibilities:  No

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; reach with hands and arms and stoop, kneel and crouch. The employee is occasionally required to sit. 

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.