Patient Access Representative - Emergency Room (Days 7a-3p)

Patient Access Representative - Emergency Room (Days 7a-3p)

At Stony Brook Medicine, our Patient Access Representatives are responsible for completing varied, diverse and specialized duties to support the Revenue Cycle, Compliance and Patient Experience by accurately and efficiently completing tasks in areas of Registration, Financial Screening and Verification, and patient throughput. Qualified candidates will demonstrate excellent communication skills, interpersonal skills, knowledge and understanding of patient care and effectively respond to changing patient needs by making decisions based on ethical principles and adhering to our high standard of excellence. The Patient Access Representative assigned to the Emergency Room, Registration Services is a key member of the Patient Access Services team. The Patient Access Representative interacts in a professional, respectful manner with internal and external customers, provides excellent customer service to patients and visitors. The Representative adheres to strict rules of confidentiality, department, and organization's policies and procedures. Duties of a Patient Access Representative may include the following, but are not limited to: Supports activities to ensure excellence in throughput and patient experience for emergency room visits, admissions, observation and transfer patients in the Emergency room or as part of the multi-disciplinary team in the CTO office. Completes high-volume complex bedside patient registration. Completes pre-arrival, pre-registrations and registrations using various computer systems for all inter and intra-facility transfers in accordance with prescribed workflows. Must be able to maneuver a work station on wheels through patients' rooms within the designated registration area. Communicates in a professional manner with patients and patient families experiencing serious health issues and emotional events. Responsible for securing required patient demographic information, correct documentation of admission source, mode of arrival, patient type and insurance coverage to support billing and revenue cycle goals. Verifies coverage eligibility and determines patient cost share (co-pay) using electronic systems and other means, taking payments at point of service. Provides financial guidance and excellence in Financial Care to patients and their representatives, presenting information about their benefit coverage and cost share responsibilities. Provides information on financial assistance services to self-pay patients, collecting required deposits when appropriate. Ensures that compliance regulations are met (presenting and obtaining consent and regulatory signatures from patients or designee, essential for treatment and payment, as per procedure). Maintains and requires appropriate documents as necessary (i.e. copies of photo ID and insurance documents etc.). Witnesses general consents, agreements, and acknowledgements. Reviews registrations for completeness and correctness. Utilizes worklists to conduct incomplete registration, verification or ineligible insurance follow up. Uses available enterprise resources to ensure encounters are bill ready. Ability to manage adjustments in workflow priorities in response to changing patient census and acuity. The selected candidate will be required to work some holidays. Pass days are variable and weekend availability is required. The schedule/pass days may be subject to change. Essential Position: This function/position has been designated as "essential." This means that when the Hospital is faced with an institutional emergency (staff shortages, increased census, inclement weather, and/or other emergencies), employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities. Qualifications Required: Associate's Degree with one year of working experience in a customer service, public health, healthcare, or related industry such as insurance. In lieu of degree, 2 years' of demonstrated excellence working in a customer service/call center, healthcare, or other related industry requiring skills which demonstrate experience in payment collection, insurance reimbursement, or access services. Must be able to maneuver a workstation on wheels through patients' rooms within the designated registration area. Communicate in a professional manner with patients and patient families experiencing serious health issues and emotional events. Preferred: Bilingual in English and Spanish. Health care insurance billing and/or hospital patient access, intake, registration experience. Familiarity with medical insurance benefits, demonstrated experience with EMR computerized registration, financial, IT systems. Knowledge of medical terminology. Previous experience as a patient access representative in an Emergency Room environment is highly preferred.