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Patient Access Representative
- Department: Williamsburg Family Medical Clinic
- Position Type: Full Time
- Shift: Day
Primary Function
This position will provide excellent patient service via phone and in person; referring callers to the appropriate area, making appointments for patients according to established protocol; assisting patients with registration process. This position is a crucial link between the patient and the care delivered by the clinic. This person must work collaboratively with all team members in support of direct patient services, exhibiting flexibility and ‘we can make a difference’ attitude. This position must exemplify the core values and the mission of Compass Memorial Healthcare, always exercising utmost discretion, diplomacy, and tact in patient/staff interactions.
Essential Duties and Responsibilities
• Welcomes patients and visitors by greeting patients and visitors, in person or on the telephone, answering or referring to inquiries.
• Optimizes patient’s satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone.
• Answers phone calls from patients and direct them to the appropriate staff
• Protect patients’ rights by maintaining confidentiality of personal and financial information according to hospital policies and HIPAA guidelines.
• Contributes to team effort by accomplishing related results as needed.
• Gathering complete and accurate patient demographics, which include updating and maintaining all patient records.
• Takes phone messages including name and call back number and documents patient questions (phone messages are sent to the appropriate staff via the Epic messaging system).
• Understands the admitting software program (EPIC) and can use the program to register, discharge, and transfer scheduled patients, as well as look up patient history.
• Schedules patient appointments to clinic based on predetermined appointment arrangements to allow the clinic to serve an adequate number of patients as established.
• Requests appropriate paperwork from new patients.
• Completes all steps of ambulatory clinic registration including but not limited to registering the patient in EPIC (verifying demographic and insurance information with each visit), collecting the patient or the patient’s legal representative’s signature, scanning insurance cards or driver’s license, verifying insurance eligibility.
• Has a complete understanding of payer type a patient may present with including health insurance, workman’s compensation, special billing, auto insurance, and private pay.
• Having a complete understanding of different kinds of health insurance, a patient may present to our hospital including but not limited to: Blue Cross, Commercial, Medicare, Medicaid and/or kinds of Medicaid.
• Calls for treatment authorization as indicated by the patient’s insurance and level of care.
• Verifies workman’s compensation claims address with employers.
• Make reminder phone calls to all patients when applicable.
• Pre-registers patients when applicable.
• Works EPIC work queues.
• Checks patients out including but not limited to: scheduling follow up visit, printing after visit summary and giving to patient. Goal attainment for handing patients a survey is 100%.
• Scans appropriate documents in charts.
• Collects co-pays at check-in and informs patients of current account.
• Operates all office equipment including fax machines, printers, computers, phone system and copier.
• Process all incoming and outgoing mail daily.
• Sorts mail and faxes.
• Balance daily cash drawer in electronic health record.
• Keep patients waiting in lobby informed of delays.
• Maintains patient waiting areas, office and front-desk areas in a manner that is organized and neat.
• Performs jobs requested/directed by the Family Medical Clinics Manager.
• Communicate with providers and staff concerning problems or concerns. Apply for this position
CMH is an Equal Opportunity Employer
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Compass Memorial Healthcare will be based on merit, qualifications, and abilities. Compass Memorial Healthcare does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, gender, national origin, age, physical or mental disability, sexual orientation, gender identity, or any other classification in accordance with federal, state and local statutes, regulations and ordinances.
Lesa Waddell
Director, Human Resources
Email: lwaddell@compassmemorial.org
Phone: 319-642-8026
Breanna Randall
Human Resources Assistant
Email: brandall@compassmemorial.org
Phone: 319-642-8012
