Position Summary:

The Patient Access Representative is responsible for the complete and accurate registration of all patients obtaining services at the facility. Responsible for accurately gathering and entering patient information into the computer as received from the patient and/or the physician’s office, verifying benefits for non pre-registered patients, and obtaining signatures on required forms. Responsible for collecting co-payments, deductibles, and co-insurance from patients at the time of service. Responsible for ensuring an efficient, complete, and timely patient registration process that models the customer service philosophy of the facility.

Essential Functions:

• Communicate with clinical departments or Scheduling Representative to obtain scheduled appointments and/or orders prior to the service date.
• Pre-register 98% of all scheduled patients a minimum of three (3) business days in advance of their arrival.
• Obtain, validate and accurately enter in the computer system, the patient’s demographic and insurance information while maintaining an acceptable accuracy rate (95% plus) as evidenced by routine quality review. Information may be obtained from the physician’s office or the patient via direct contact, telephone or fax.
• Thoroughly review the MPI so that duplicate medical records numbers are avoided.
• Obtain signatures on all necessary forms and documents required by hospital and by law.
• Ensure MSP Questionnaire is completed for every Medicare registration.
• Work closely and cooperatively with the physician office staff, schedulers and other hospital departments to schedule and prepare required information before the patient’s arrival.
• Utilize online programs to verify insurance eligibility and benefits, documenting findings on the patient account. Assist by contacting to the insurance company for pre-authorizations and pre-certifications as required prior to patient receiving service when asked by Director.
• Effectively communicate with physician office staff to resolve authorization issues and coordinate registrations as required.
• Collect co-payment, deductible or co-insurance previously identified by the Insurance Verification Specialist or as indicated on the insurance card or online eligibility system, when the patient arrives for service.
• If working in Emergency registration, ensures compliance with the EMTALA regulation for all patients.
• Log cash collected, generate receipts, and maintain balanced cash at all times.
• Meet monthly cash collection goals as determined collaboratively by Department Director/Manager and CBO.
• Consistently obtain and copy/scan insurance cards and driver licenses.
• Responsible for knowing the functions of the phone system in order to professionally handle incoming calls, appropriately transfer calls, and assist with any internal calls when asked to do so by Department Director or Team Lead.
• Perform the reception/greeter function at the front desk entrance as needed.
• Verify medical licensure and check Medicare Sanctions websites for non-credentialed physicians ordering outpatient diagnostic tests (Community Hospital Only).
• Consistently demonstrate premier customer service and communication skills with all internal and external customers/contacts and ensure the patient and their family members have the best hospital encounter possible.
• Meet established quality and productivity standards for self and for the team.
• Anticipate and adapt to change (e.g., hospital policy changes, operational/procedures, insurance changes) in a positive manner.
• Foster and reinforce team-based results.
• Adhere to time and attendance standards as outlined in the Human Resource Policy manual. Provide proper notification of absence or tardiness within established departmental time frames.
• Ensure patient confidentiality adhering to HIPAA guidelines.
• Demonstrate the knowledge, skills and abilities (competencies) to perform the duties outlined above annually in the form of a test or as evidenced by daily quality review and direct observation of the Team Lead and the Department Director/Manager.
• Track and monitor productivity as requested.
• Keep Department Director or Team Lead apprised of any delays in the registration process.
• Remain current on scheduling, registration, insurance verification, and other patient registration processes in order to cover in the absence of other team members.
• Perform other duties as assigned.

Accountability:

• Reports to: Director or Manager, Team Leader, Patient Access
• Supervises: None