Patient Access & Scheduling Associate

Genesis Healthcare System

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an 'owner' of Genesis and keep our patients at the center of everything we do - always.

Position Details:

Work Shift: Varied Shift (United States of America)

Scheduled Weekly Hours: 40

Department: GHS Registration

Overview of Position:

The Patient Access Associate greets patients/family members and obtains and/or verifies demographic, clinical, financial and insurance information in the process of registering patients for service delivery. Tasks include the entry of patient/guarantor information in the patient accounting system, collection of patient signatures on all appropriate forms and the imaging/copying of registration documents.

Essential Duties:

1. Greets patients, family members and visitors in an appropriate and courteous manner, determining their need for assistance including directions or other assistance.

2. Adjusts the sequence of registration/transportation based upon departmental guidelines and/or personal judgment when the health of the patient is in question. Determines the type of service the patient is to receive by reviewing physician orders, the alphabetical patient schedule and/or by questioning the patient. Refers the patient to the appropriate scheduling and/or ancillary department for follow-up and action. Requests assistance from other staff/volunteers to ensure that registrations/transportation functions are performed in a timely manner in order to avoid patient waiting periods.

3. Provides wheelchair assistance for those who require it or obtain immediate clinical support. Escorts or transports patients and their belongings to the designated areas. Assists in the distribution of registration forms, ID bracelets, patient ID plates and other items.

4. Performs duties in a variety of settings/locations and for multiple patient types. Responsible for validating/obtaining and entering demographic, clinical, financial, and insurance information into the patient accounting system by interviewing the patient, family member and/or guarantor.

5. Informs patient/guarantor of their liabilities and collects appropriate patient co-payments, co-insurances, deductibles, deposits and outstanding balances at the point of check-in. Provides financial education, referring the patient to financial counseling, as required. Documents payments/actions in the patient accounting system and provides the patient with a payment receipt.

6. Validates medical necessity (LMRP/LCD review) of Medicare and Non-Medicare cases to ensure clinical and financial clearance. Contacts scheduling department staff if cases require clarification of diagnosis and/or tests/procedures.

7. Obtains signed physician orders for tests and procedures from physicians/offices. Scans orders and other documentation into the patient accounting system.

8. Prepares identification bracelets and patient ID labels for inpatients and selected outpatients. Obtains/scans patient/guarantor signatures on required forms. May inventory & record the patient's valuables, securing appropriate authorizations, if needed. Provides patient information and other required documents.

9. May perform pre-registration functions on select patients by obtaining and entering information gained through patient contacts. Provides information regarding directions, parking, transportation service, overnight accommodations, etc.

10. Provides information, directions and assistance to patients, family members and visitors, ensuring timely, customer-centric service delivery in an effective and efficient manner. Communicates with various ancillary departments to ensure smooth patient flow and high data integrity.

11. Prepares special reports as directed by the manager to document utilization of the patient access department's services and patient flow.

12. Receives cross training as necessary to provide relief support to other staff when needed, based upon the work schedule or workload to assist in the smooth deliver of department services. May also be chosen to serve as a resource to train new employees.

13. Maintains a working knowledge of applicable Federal, State, and local laws and regulations, as well as Genesis policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

14. Other duties as needed and assigned by the manager.

Qualifications:

1. High school diploma or equivalent.

2. Past work experience of at least (6) six months within a physician office, hospital or clinic environment, performing registration activities or an insurance company, performing payer activities.

3. Excellent verbal and written communication skills. Excellent interpersonal skills are necessary in dealing with peers, internal and external customers.

4. Accuracy, attentiveness to detail and time management skills are required.

5. Must be comfortable operating in a collaborative, shared leadership environment.

6. Must have a thorough knowledge of various insurance documentation requirements, the patient accounting system, and various data entry codes to ensure proper documentation and billing of the patient's account.

7. Must thoroughly understand HIPAA confidentiality regulations.

8. Must be able to work in an environment of changing priorities. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

9. Excellent problem solving skills are essential. Requires quick assessment and judgment of dynamic situations.

10. Must be able to comprehend and retain information that can be applied to work procedures to achieve appropriate service delivery.

Patient Centered Care & Behavioral Expectations:

1. Living the Genesis Mission, Vision and Values

Performs work in a manner that is quality focused.

Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.

Results oriented and focused on achievement of objectives.

Acknowledges and responds to the diversity of people and the situation.

Encourages peers (others) to be owners of change.

Always makes the effort to anticipate and exceed customer needs and expectations.

Possesses the ability to engage others with patience and understanding.

Acts in a manner that creates positive first and lasting impressions.

Demonstrates the ability to own issues until they are resolved.

2. Patient Centered Care (patients/families, physicians, co-workers, all other internal/external customers)

Introduces self and roleconnects with everyone.

Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback.

Asks for and anticipates needs and concerns of others.

Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.)

Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately.

Responds to requests in an appropriate and timely manner.

Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed.

3. Promotes Patient and Employee Safety

Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.)

Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.)

Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment

Demonstrates Slips/Trips and Falls Awareness.

Actively contributes to maintaining a safe, clean and quiet environment.

Working Conditions/Physical Requirements:

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

1. Works in an office environment. Work area is well-lit, temperature controlled and free from hazards. The incumbent is subject to eyestrain due to the many hours spent looking at a CRT screen. The noise level is low to moderate.

2. Requires the ability to comprehend and retain information that can be applied to work procedures, including the assimilation of multiple test modalities and judgment in test sequencing to achieve appropriate timing of testing and patient flow.

3. May travel to other floors and to centralized files. Answers telephone calls, uses personal computer and other business machines extensively. Bends, reaches, pushes and pulls file drawers to file records and reports.

4. Regularly lift or move up to 10 pounds, frequently lift or move

Genesis HealthCare System