Patient Access Representative

Patient Access Representative

At the direction of management, completes the registration process for patients. This includes verification of benefits, discharge of patients, collection of copays or payments, balancing of accounts, and general data entry.

Key Responsibilities

Customer Service and Patient Satisfaction:

• Provides excellent customer service, contributes to the overall satisfaction of the patient experience, and adheres to the Behavioral Expectations Agreement.
• Promptly fields and/or directs incoming calls; responds to patient and/or staff inquiries.
• Refers patient accounts to financial counselors when further explanation/education is needed (denied authorizations, out-of-pocket liabilities, coverage options, payment plans, etc.).
• Consistently demonstrates a willingness to assist co-workers to support department efficiency and to support positive customer feedback goals.
• Participates in on-going process improvement activities for the team.
• Floats to other work areas, as requested, and regularly works nights, weekends, holidays, and extended hours when needed.

Registration/Admitting/Discharge of Patients:

• Demonstrates ability to preregister, register, schedule, reschedule, and discharge patients according to the defined guidelines.
• Enters new patient data and/or verifies patient records are up to date, confirms the completeness of the electronic health record (EHR) and makes changes as necessary.
• Verifies insurance eligibility and benefits within a timeframe determined by KHI.
• Obtains pre-authorizations from third-party payers in accordance with payer requirements, when needed.
• Ensures identified information are complete and scanned into patients electronic health record (EHR) (insurance cards, photo IDs, physician orders, and other admission documents).
• Obtains signatures on all