PATIENT ACCESS REP

Patient Access Representative

In addition to the primary registration duties, the Patient Access Rep will provide support to management as it relates to daily operations and meeting departmental goals across all Patient Access areas and facilities. The Patient Access Rep must provide a customer-focused and compassionate manner to ensure patients and their representatives needs are met, and that they understand the hospital’s policies as it relates to professional, efficient, and quality customer service as a representative of the HDS Patient Access Team.

Creates accurate and thorough registration for outpatient visits. Secures appropriate signatures, financial information and documents for treatment and billing purposes. Interacts in a customer-focused and compassionate manner to ensure patients and their representatives needs are met, and that they understand the hospital’s policies as it relates to professional, efficient, and quality customer service.

High School Diploma or equivalent.

Ability to type at least 35 wpm. Familiarity with medical terminology, preferred.

Ability to perform a variety of tasks, often changing assignments on short notice. Must be adept at multi-tasking. Must possess excellent verbal and listening communication skills. Must be able to maintain a professional demeanor in stressful situations. Must be able to utilize a copy/fax machine, phone system, etc. Able to build productive relationships with all contacts. Typing skills of 50 words per minute minimum. 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 adept with machinery typically found in a business office environment. Possesses mathematical aptitude to make contractual calculations and estimate patient financial obligations. Ability to work calmly and accurately in stressful situations. Excellent customer service skills. Professional in actions and appearance.

Expectations Assuring general workflow is maintained for home department. Ability to work efficiently and accurately at different HDS facilities Assist with call-offs. Trainer for home department for new employees Assist with Cerner conversion for onboarding facilities. Be liaison for Patient Access when management is not available in meetings. Will be required to learn and work with multiple software/hardware products during the course of an average workday. Comprehensive knowledge of the following systems: MPAC, Cerner (FirstNet), AultWorks/Systoc, Optum, AHIQA. Deliver Important Medicare information to Medicare patients being admitted as Inpatient or Observation status. Obtain signature showing that you delivered IMM or MOON documents. Initiates electronic inquiries to payers and obtain eligibility and benefit information. Ensures accuracy of patient data with electronic inquires as it relates to addresses. Assesses patient liability at time of service in respects to coordination of benefits of insurance payers. Provides patients with financial assistance applications per department guidelines. Ensures patient tracking systems are updated with patient activity. Answers phones and routes calls as necessary. Monitors and maintains multiple work queues as instructed and assigned. Demonstrates compliance with all policies related to the organization’s 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 plan reviews, policies on handling hazardous and toxic substances, and risk management issues. Demonstrates an interest in patient safety education and participates proactively in identifying 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. Maintains work area in a neat and orderly fashion. Observes hospital and department guidelines concerning dress and display of name badge, presenting an appearance appropriate to the work environment. Adheres to department customer service standards. Avoids excessive absenteeism and tardiness so that it does not warrant repeated formal disciplinary action and/or disrupt department productivity. Adheres to established schedules for breaks and meal periods. Acts willing and ready to assist department personnel with their duties as time permits or need arises. Readily identifies work that needs to be performed and completes it without needing to be told. Performs job duties with attention to safety of self and others. Collection of Copays and Outstanding Balances. Other duties as assigned.

Health Caring Standards / Values: Greet customers, visitors, and Colleagues immediately with a smile, warm greeting, and introduction, calling them by name if possible. Exceed the expected and anticipate the unexpected by asking, Is there anything else I or a fellow Colleague can do for you? Always provide a comforting, timely, caring departure or discharge, and always say thanks for allowing us to serve. Integrity, openness and fairness in all you do. Teamwork. Pride in the Department. Individual creativity and Innovation. Compassion and caring. Maintain department and hospital standards and policies.

Working Conditions Every other weekend and every other holiday. Lunches and breaks are coordinated with staff to maintain adequate coverage. Close working relations with clinical staff. Continual involvement with patients and their families. Assigned uniforms to be worn at all times. Employee is regularly exposed to noise associated with emergency department. May be exposed to a variety of illnesses and medical conditions. 24/7 coverage in ER. Every other weekend and every other holiday in ER. Close working relations with clinical staff Continual involvement with patients and their families Hazardous Exposure Category Category I - Includes tasks that involve exposure to blood, body fluids, or tissues. All procedures or other job-related tasks that involve an inherent potential for spills or splashes of, or mucous membrane or skin contact with blood, body fluids or tissues are Category I tasks. Use of appropriate protective measures is required for every employee engaged in Category I tasks.

Physical Addendum Demands Frequency Remarks Lifting 0-10 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Lift files, reference books, supplies, and other documents. Lifting 10-20 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Lifting 20-35 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Lifting 35-50 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Lifting 50-75 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Lifting 75-100 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Lifting over 100 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Forward Reaching Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Overhead Reaching Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Standing Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Constant walking utilizing Wireless on Wheels computer. Sitting Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Climbing Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Stairs/Ladder Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Bending/Stooping Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Twisting/Turning Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Kneeling/Squatting Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Crawling Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Pushing/Pulling 0-10 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Pushing/Pulling 10-20 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Pushing/Pulling 20-35 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Pushing/Pulling 35-50 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Pushing/Pulling 50-100 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Push a wheeled cart with a computer and supplies. Pushing/Pulling over 100 lbs Never Occasional 10-33% Frequent 34-65% Continuous 66% of the day Assist patients in wheelchairs and transport if necessary. Carrying 0-10