Patient Access Representative - Day Shift

Patient Access Representative - Day Shift

The Patient Access Representative is responsible for welcoming patients and visitors and providing excellent customer service at all times. This position is responsible for obtaining, verifying, and documenting accurate patient demographic and financial information; reviewing and interpreting insurance eligibility and benefits; collecting and posting payments; and assisting patients with required registration, admission, and financial paperwork. The Patient Access Representative must communicate professionally and courteously with patients, families, visitors, physicians, clinical staff, and other hospital departments while maintaining patient confidentiality and ensuring accurate and timely registration.

Education: High school graduate or equivalent preferred.

Experience: Previous switchboard or registration experience with understanding of medical terminology preferred. Basic knowledge of CRT Operation. Ability to type 40 words per minute with accuracy.

Duties and Responsibilities:

• Provides exceptional customer service to patients which establish a positive first impression of Stephens County Hospital. Model AIDET guidelines in all interactions with the patient and ensure staff is adhering to the patient experience expectations.
• Exceed all patient requests and alert Patient Financial Services Manager of issues or concerns that require escalation.
• Correctly identifies all patient demographic information during registration to obtain current and accurate information and complete all registration fields.
• Verifies & scans patient's insurance eligibility & benefits into patients account.
• Collects patient copayments, any amounts owed. Post payments in the computer system and generate appropriate patient receipts.
• Overviews registrations and corrects any errors found after the primary registration is done.
• Audits departmental accounts during downtime.
• Assured accounts are registered with a minimum of 95% accuracy.
• Obtains all signatures for appropriate forms.
• Notes any missing information due to incomplete registration fields or missing information. Also notes patient accounts with any discussions or concerns regarding the patient's visit.
• Maintains and completes Registration department Productivity Sheets daily.
• Maintains productivity sheet of unfinished registration to ensure all is completed the same day if possible, but no later than the following day.
• Confirms publicity levels on inpatient.
• Interacts with various hospital departments and physician's offices to effectively schedule and direct patients through the SCH systems in a patient/customer friendly manner.
• Provides training to new staff and attends educational meetings as needed.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Completes all other duties assigned by Patient Financial Services Manager or Patient Access Team Lead.
• Cross-training between various departments will take place to ensure coverage.
• Uses effective service recovery skills to solve problems or service breakdowns when they occur. Utilizes department and hospital policies and procedures to complete assigned tasks.
• Obtains chief complaint and calls ER nurse to advise that patient has arrived; if no response is made to call, notifies the nursing station of all ER patients.
• Ensures ER patients have been temp registered at the time of arrival, as quickly as possible with no delays.
• Presents Privacy Notice to patients on initial visit and is able to competently explain purpose.
• Understands and Abides by EMTALA rules.
• Understands and Abides by HIPAA.
• Presents definition of Advanced Directives and offers educational materials to all patients registered for inpatient care and surgical procedures.
• Ensures that completed Advanced Directive is placed in the medical record.
• Tallies and balances cash drawers at the beginning and end of shifts in the ER area with witness of coworker's signature.
• Takes previous day deposits with receipts to the Cashier on all Monday through Friday shifts by 8 AM.
• Registers pre-admits with expected admit date as soon as:
• Order & Forms are received from patients.
• Notified by the physician's office.
• Gives outpatients directions to ancillary departments; offers assistance i.e. transportation if needed.
• Submits any information that is not completed to the Patient Financial Services Manager or Patient Access Team Lead for review.

Switchboard and Emergency Communication Responsibilities:

• Performs switchboard functions as needed.
• Ensures all calls are answered promptly, courteously, and professionally.
• Ensures callers are directed to the appropriate extension or department.
• Utilizes the overhead paging system for approved circumstances, including necessary staff notifications and approved announcements.
• Initiates emergency communication procedures for various code and security situations, including:
• Code Blue Adult + Location
• Code Blue Pediatric + Location
• Code Blue Infant + Location
• Medical Alerts
• Rapid Response
• Code Stroke
• Mass Casualty Event
• Medical Decontamination
• Facility Alerts
• Fire
• Weather
• Evacuation
• Hazardous Chemical Spill
• Level 2 Capacity Surge
• Level 3 Critical Surge
• Security Alerts
• Child Abduction + Location + Description
• Missing Person + Location + Description
• Active Shooter + Location
• Bomb Threat/Suspicious Package + Location + Observed Area
• Lockdown Implemented + Location Public Safety + Description + Location (Weapon/Non Firearm, Hostage, Physical Threat, Behavioral Disturbance)- Location
• Emergency Paging Procedures:
• Page each code clearly three times when the call is received and notify the appropriate personnel.
• When instructed by the Safety Committee, page the Code Clear/All Clear announcement clearly three times.
• For a Bomb Threat/Suspicious Package, notify the Administrator or designated representative immediately and await further instructions.

Age Specific Competencies:

The Patient Access Representative is also responsible for patients of the following age groups:

Pediatric (> Newborn to 11 Years) Senior Adult (60 to 74 Years) Adolescent (12 to 18 Years) Geriatric (75 Years and Older) Adult (19 to 59 Years)

Pediatric (> Newborn to 11 Years)

• Demonstrates knowledge of legal restrictions related to registration and treatment of minors.
• Maintains a safe environment for patients.
• Identifies learning barriers and needs of parent/caregiver in relation to the registration process.

Adolescent (12 to 18 Years)

• Demonstrates knowledge of legal restrictions related to registration and treatment of minors and young adults.
• Demonstrates awareness of privacy issues.
• Explains the registration process in terms easily understood by patients and caregivers.
• Demonstrates awareness of this population's increasing control and autonomy over self.

Adult (19 to 59 Years)

• Demonstrates ability to adapt communication according to the individual's level of education and understanding.
• Demonstrates understanding of economic concerns and stress related to injury and disease.
• Demonstrates ability to handle controversy in a tactful and productive manner.
• Demonstrates understanding of patient confidentiality issues related to various payor situations.
• Recognizes and adapts to cultural factors related to the registration process including patient literacy.

Senior Adult (60 to 74 Years)

• Explains the registration process in a manner that is easily understood by the patient and or caregiver.
• Allows time to answer questions related to insurance coverage and billing effectively.
• Adapts the registration procedure in accordance with any physical limitation demonstrated by the patient.
• Recognizes and adapts to cultural factors related to the registration process including patient literacy.