Patient Services Representative-2
The Patient Access Representative (PAR) plays a crucial role in the hospital's operational efficiency by ensuring a smooth admission, discharge, and transfer process for patients. The role requires strong communication skills, organizational abilities, and a commitment to maintaining patient confidentiality and safety. This position is integral to fostering a supportive and efficient environment in the facility, ensuring patients receive the care they need while upholding the standards of the healthcare facility. This position must also comply with all departmental, hospital, governmental, and other healthcare licensing agency regulations related to the Emergency Medical Treatment and Labor Act (EMTALA) and the Health Insurance Portability and Accountability Act (HIPAA).
Qualifications required: • High School Diploma or equivalent
• Minimum of 2 years of experience in a Patient Access Representative role within a Hospital, ER, or Clinic
• Previous experience in medical registration, admitting, and scheduling in an ER or hospital setting is preferred
Essential Job Functions and Responsibilities 1. Front Desk Operations: • Greet all patients, guests, vendors in a professional, friendly, and courteous manner. Demonstrate and maintain knowledge of conducting business with customer service principles according to company standards, determining necessary services, and directing patients accordingly.
• Conduct accurate and complex patient registration and transactions as appropriate and in compliance with company protocols, facilitating efficient patient access with all hospital departments and billing.
• Maintain logs of patient information, maintain patient records by creating new files, scanning appropriate documentation to the EMR, filing, and discarding in accordance with federal and state regulations.
• Serves as first line resource for patient questions regarding insurance benefits and billing.
• Perform clerical duties such as faxing, copying, scanning; Answering, screening, and directing incoming phone calls, and maintaining office supplies.
• Conduct patient exit interviews to gather feedback, assist with obtaining patient satisfaction reviews, and proactively address and mitigate concerns prior to discharge to improve overall patient experience and retention.
2. Financial Responsibilities: • Accurately collect applicable payments-based on insurance benefits and hospital self-pay rates-using cash, checks, or credit cards at the time of service and/or toward outstanding account balances.
• Enter patient payments into the computer software and provide receipts. Maintain an accurate financial ledger, balance and maintain cash drawer, and perform daily reconciliation of patient accounts.
3. Facility Cleanliness: • Assist in maintaining the overall cleanliness of the facility.
4. Communication Skills: • Interact courteously with patients, families, physicians, and team members, upholding the company's core values
5. Professional Development: • Attend monthly staff meetings and engage in performance improvement activities
6. Other Duties: • Perform any job related to the registration and patient access process.
• Assist management with additional tasks or projects as assigned
Nonessential Job functions: • Support patient care areas by ensuring appropriate supplies are stocked
• Assist with patient restraint procedures and documentation as needed
• Remain flexible with staffing patterns, and staffing conflicts that may include participating in temporary assignments.
Job Competencies: • Proficient in navigating and utilizing Electronic Medical Records (EMR)
• Understanding and compliance with Hospital Policies and Procedures
• Commitment to ongoing education and professional development
Physical Requirements: • Constant: Vision (various forms), Hearing, Speaking, Manual dexterity, Mobility
• Frequent: Bending, Squatting, Twisting, Lifting to 20 lbs. unaided, 50 lbs. with assistance
• Occasional: Climbing, Kneeling, Distinguishing colors
• Rarely: Exposure to electric shock and confined spaces
Work Environment: • OSHA Category I: Routine exposure to blood, bodily fluids, or other potentially infectious material
• Adhere to and demonstrate knowledge of policies, procedures, and regulations pertaining to infection control, hazardous materials, fire safety, emergency preparedness, and safety.
