Patient Access Representative

JOB TITLE:                         Clinic Patient Access Representative

DEPARTMENT:                 Caldwell Medical Associates

REPORTS TO:                    Clinic Operations Manager

POSITION SUMMARY:

• To greet and register all incoming patients arriving at the registration area, verifying necessary information and collecting all up-front payments.
• To handle booking of appointments for providers within the office, both by phone and in person, relaying necessary messages, and coordinating efforts with providers and assistants. 
• Works closely with providers, nursing staff, families, visitors and administration

POSITION RESPONSIBILITIES

ESSENTIAL FUNCTIONS:

(Employees are cross-trained to perform all of the below listed duties of Level II).

DEPARTMENT SPECIFIC COMPETENCIES:

• Demonstrates understanding of the Revenue Management Cycle.
• Demonstrates basic computer knowledge of systems and applications related to specific duties of job title.
• Demonstrates effective communication skills, both written and verbal.
• Successfully completes all required training and continuing education.
• Demonstrates excellent Guest Service skills.
• Clerical and analytical ability to be self-sufficient in performing assigned duties and maintaining confidential information.

Registration:

• Registration of Patients

• Greets patients arriving at registration in a prompt, courteous and friendly manner
• Verifies demographics
• Smiles with a pleasant attitude
• Notify appointment staff for verification or appointment if no appointment is listed upon patient arrival for registration

• Demographic Collection

• Verify address, phone number, DOB, Social Security number
• Retrieves employment information
• Emergency contact
• Verify who is responsible for the patients account
• Correctly sets up guarantor
• Correctly set up patient information
• Attaches Patient to correct guarantor
• Gets signed authorization/consent form and HIPAA privacy notice
• Reads and follows direction of common messages
• Prints charge tickets on each person registered

• Insurance

• Collects insurance information
• Assigns literal address to correct carrier
• Sets insurance up correctly with correct carrier and sequence
• Verify coverage through Availity
• Notify supervisor when insurance needs to be re-filed, if necessary

• Up-Front Collections

• Verifies patient co-pay, co-insurance, and/or deductible amount
• Collects up-front and account payments
• Writes out receipts with the correct information
• Informs self-pay patients of the self-pay policy and collects payment before service
• Knowledge of credit card machine use and logs credit card entries

• Day-End Duties

• Tallies all receipts taken during the day and charge tickets
• Prepares daily deposit
• Checks and balances cash drawer; maintains no overages or shortages
• Enter correct amounts of payments including insurance payments on the AR worksheet
• Enter correct volume of the day on the patient count worksheet
• Shuts down PC
• Leaves work station neat and orderly
• Turns on answering machine for the night/weekends
• Secures the building by making sure all doors are locked and sets the alarm system
• Checks charge tickets for accuracy and prepares them for scanning to Edge med
• Take out mail
• Gathers trash

• Financial Counseling
• Read AR to assist patients making payments on their account

Appointments:

• Scheduling Appointments

• Schedules appointments according to provider’s protocol
• Obtains correct patient information
• Accurately enters appointments in the system
• Offers alternatives when not able to accommodate

• Patients

• Verifies name, date of birth, address, phone number and insurance information
• Serves as message relay between patients and providers
• Maintains strict patient confidentiality

• Provider Schedules

• Maintains current information on each providers schedule
• Monitors providers schedule for booking inefficiencies
• Restricts schedules when provider is out of the office
• Reschedules appointments when provider cancels office

• Greeting of Patients

• Greets patients arriving at reception desk in a prompt, courteous, and friendly manner
• Obtains correct medical record for each patient visit
• Stamps all charts with necessary stamps

• Charge Tickets

• Initiates charge tickets for each patient visit
• Checks all patient information for accuracy
• Places completed charge ticket with correct medical record for provider or assistant

• Messages

• Obtains patient’s name, date of birth and phone number
• Takes concise accurate messages
• Lists pharmacy and pharmacy’s phone number when medication is to be phoned in
• Promptly relays messages to appropriate provider

• Days-End Duties

• Tallies number of patients registered daily and tickets
• Shuts down PC properly
• Remains until all patients have been taken to exam rooms
• Leaves work station neat and orderly

Additional Responsibilities:

• Dress Code

• Adheres to departmental dress code
• Neat and professional in attire

• Telephone Etiquette

• Answers promptly
• Shows interest and concern
• Pleasant voice
• Handles calls in a helpful and efficient manner

• Waiting Area

• Reports problems or irregularities to supervisor
• Monitors area, coordinates movement of patients
• Keeps waiting room neat and orderly

• Provides coverage in the absence of other employees as needed
• Other duties or assignments as requested.  Assists supervisor when needed
• Computer System

• Moves through system efficiently
• Follows appropriate protocol for all computer functions

• Attendance
• When absent from work follows protocol in reporting absence
• Performs other duties as assigned.  Assists supervisor when needed.

Core Expectations:

• Maintain a safe work environment and adheres to safety standards established by office policy.  Makes every effort to correct or report safety hazards and potentially unsafe working conditions to the supervisor.  Observes and adheres to all policies related to safety, body mechanics, electrical safety, and infection control, etc.
• Consistently projects a professional image through attire, conduct, and personal grooming and overall attitude
• Consistently communicates positive guest relation’s behavior by showing interest, concern, appreciation, respect, and empathy when in contact with visitors, patients, families, vendors, physicians, and co-workers
• Maintains the strictest of confidentiality by maintain the confidentiality of a patient’s medical condition, medical records, and other important information.  This includes maintaining and enforcing the confidentiality of information and/or knowledge of employees’ records, activities, and information about Caldwell Medial Associates, which may be acquired through normal work duties or by accident and may be viewed as sensitive or confidential.  When in doubt, employee will always ask the appropriate supervisor for guidance
• Comply with all Caldwell Medical Associates personnel and department policies and procedures

MINIMUM EDUCATION

High school graduate or equivalent required.  Typing skills of 25 wpm and previous

Computer knowledge required.  Knowledge of Word and Excel programs preferred.

MINIMUM EXPERIENCE

One year of related work experience required.  Excellent guest service, communication and multi-tasking

skills required.