Overview

Responsibilities

Registers patients for various hospital services; meets Patient Access Scorecard standards by registering patients in
Interviews and accurately collects patient information and demographics for various hospital services; meets Patient Access Scorecard standards by meeting accuracy rate.
Verifies and reviews insurance plans and coordinates benefits on behalf of patients; meets Patient Access Scorecard expectations for insurance verification rate.
Manages payments at point of service, conducts cash receipting, and posts payments; Point of service collection expectations are on the Patient Access Scorecard.
Obtains completed authorizations and notifications of admissions from patients; meets Patient Access Scorecard standards by reducing denial rates.
Assists patients with financial clearance of accounts by communicating financial responsibility through estimates, setting up payment plans, and/or providing referrals to financial counselors.
Provides courteous service to all stakeholders (patients, patient families, teammates, other department staff, etc.) by resolving stakeholder problems, responding to inquiries, and following-up in order to develop and strengthen customer relationships. Level of service and demonstrated Patient Commitment are connected to the Patient Access Scorecard, the Patient Satisfaction Scorecard, CENTRA's Pledge to Patients and Visitors, CENTRA's Pledge to Colleagues, and CENTRA and Patient Access Department policies.
Complies with governmental regulations in reference to healthcare, billing, the Health Insurance Portability and Accountability Act (HIPAA), The Joint Commission (TJC) standards, as well as CENTRA and Patient Access department policies and procedures.
May perform other duties as assigned or requested and job specification can be modified or updated at any time.

Qualifications

Job Description: The Patient Representative manages patient registration in the Patient Access Department. As the first point of contact for most CENTRA patients, this position provides key customer and financial services. This position provides services for pre-registration, registration, upfront collections, medical necessity checking and financial counseling, referring those patients to appropriate sources for follow up as needed. Remain competent in their primary work area but can be reassigned to help with work assignments within the Patient Access acute work processes and in other areas of the department as needed.

Required: High school diploma or equivalent
Preferred: Some college in healthcare, business or accounting and/or professional certification preferred. Associates Degree and/or bachelor's degree in medical preferred.
Required Experience: Representative must have ability to provide high level of customer service, accurate typing, attention to detail and have superior written and verbal communication skills. Must possess an understanding of and ability to communicate financial and insurance information to patients.
Preferred Experience: Patient registration experience, or experience in emergency room or other medical office environment, or combination of core classwork from an accredited college or university in a medical course of study. Previous collections experience.
Preferred Certification & Licensures: Eligible for applicable certification/licensure exams: First applicable Certification/licensure/degree (Example: CHAA, CRCR, RCCP I, RCCP II, RCCM (Litmos Certifications), CAC, or any other related field certification or degree that includes medical terminology. Certified Medical Assistant, LPN, CNA, etc.