Patient Access Specialist - Patient Access

Job Title

Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our Service Excellence Standards and Core Values. Requires a high level of public contact and excellent interpersonal skills.

Ability to work in a fast paced metric driven environment that is patient centered.

Obtains required information for hospital and physician records, governmental requirements, billing and third-party payer needs. Enters accurate patient information into the electronic health record.

Maintains confidentiality of patient information and complies with HIPAA regulations

Correctly transcribes and validates patient orders.

Schedule, re-schedule, and cancel appointments in the electronic health record at the request of the patient, receiving department or ordering provider.

Verifies and correctly assigns insurance coverages based on eligibility responses.

Creates a transparent financial experience including generation of estimate, explains patient liability, and collects prepayments and/or on outstanding balances.

Monitors, resolves, and assigns work queue items to Patient Access team to ensure timely resolution.

Serves as a preceptor for the Revenue Cycle Shadowing program.

Serves as a preceptor/mentor for Patient Access Representatives and assists with patient escalations.

Advocates for patient portal (MyChart) engagement and activates upon patient request. Assists patients with navigation and troubleshooting in MyChart.

Thorough understanding of KPI's and thresholds to measure productivity. Identifies areas of opportunity to increase productivity and improve KPI's. Assists with wayfinding and connecting patient to care. Identifies process opportunities and participates in department improvement initiatives. Performs all other duties as assigned.

Qualifications/Training:

Successfully mastered the role of Patient Access Representative (Level I)

Strong interpersonal and communication skills

Advanced knowledge of Windows computer system, including Microsoft Office products

Prior healthcare, medical office, or insurance experience required

If applicable, minimum 2 years experience in call center environment, preferred

Strong attention to detail while demonstrating ability to problem-solve

Additional Requirements:

Meets or exceeds departmental goals

Does not have more than four (4) unapproved occurrences in a rolling twelve-month period

If applicable, must pass department competency test and complete all required department training

Licenses/Certifications/Registrations/Education:

HS diploma/GED from an accredited school preferred