Access Services Representative - PRN (Plano Heart)

Access Services Representative 1

The Access Services Representative 1 obtains current and accurate demographics and insurance information in order to register patient, verify insurance benefits, and negotiate and collect patient financial responsibilities.

Essential functions of the role include conducting and documenting patient interviews to obtain demographic and financial data for registration, insurance verification, precertification and billing. The role also involves registering patients at multiple locations and working multiple areas within the department. The incumbent understands the patient flow processes in each area and identifies process improvement opportunities that promote team concepts with co-workers while improving revenue cycle functions and the patient experience. The Access Services Representative 1 interacts on an ongoing basis with other areas and departments to provide appropriate information related to patient delays, change of schedules, intra-departmentally and interdepartmentally. They verify patient eligibility for insurance coverage and appropriate benefit levels for anticipated services, calculate and collect patient liability dues according to financial clearance policies related to existing and bad debt accounts, determine patient liability and advise patient of deposit requirements per policy, negotiate payment arrangements with patient where necessary per policy, and may be responsible for performing cashiering responsibilities according to established policies and procedures. The role also includes assisting patients to nursing units by providing directions, personal escort and medical mobility assistance (ex; wheelchairs), when applicable. The incumbent adheres to compliance with regard to order validations, cash policy requirements, government payor requirements and patient safety requirements for appropriate patient identification. They appropriately escalate potential service issues to management when necessary.

Key success factors include one year of healthcare or customer service experience preferred, good listening, interpersonal and communication skills, professional, pleasant and respectful telephone etiquette, ability to maintain a professional demeanor in a highly stressful and emotional environment, to include crime, behavioral health and suffering patients in addition to life or death situations, high level of empathy with the ability to effectively communicate with patients and family members during traumatic events, while demonstrating exceptional customer service skills, ability to manage multiple, changing priorities in an effective and organized manner, excellent data entry, numeric, typing and computer navigational skills, and basic computer skills and Microsoft Office.

Benefits include immediate eligibility for health and welfare benefits, 401(k) savings plan with dollar-for-dollar match up to 5%, tuition reimbursement, and PTO accrual beginning Day 1. Note: Benefits may vary based upon position type and/or level.

Qualifications include a high school diploma or GED equivalent, and less than one year of experience.