PAS Representative I - PRN - Williston

PAS Registration Representative I - PRN - Williston

Position Overview:

Under the direction of the Patient Access Supervisor or designated team leader, the Patient Access Registration Representative I is an entry-level member of the Patient Access Services team responsible for developing proficiency in assigned Patient Access functions and providing accurate, timely, and customer-focused patient access services. Performs registration, pre-registration, patient check-in, financial clearance, insurance verification, work queue management, and related administrative functions in accordance with established procedures, organizational standards, and payer requirements.

The Patient Access Registration Representative I serves as a frontline representative of McKenzie Health and is responsible for creating a positive patient experience while maintaining confidentiality, productivity, and compliance with organizational policies and payer requirements.

The Patient Access Registration Representative I may be assigned to various Patient Access functional areas based on department needs, training, and demonstrated competency. These areas may include hospital registration, outpatient registration, emergency department registration, outpatient surgery and special procedures, observation/inpatient registration, insurance verification, financial collections, customer service/information desk functions, telephone support, and scheduling support.

Supervisory Responsibilities:

• None

Key Responsibilities:

• Performs accurate and timely pre-registration, registration, admission, and patient check-in functions for hospital and outpatient services according to established procedures.
• Verifies and updates patient demographic, insurance, guarantor, and financial information in the electronic health record and other applicable systems.
• Verifies insurance eligibility, benefits, authorization requirements, and other payer requirements as applicable to the assigned area and established training.
• Obtains and documents required patient information and supporting documentation in accordance with departmental and organizational standards.
• Collects applicable copayments, deductibles, coinsurance, deposits, and other patient financial responsibilities in accordance with established policies and procedures.
• Provides patients with appropriate information regarding financial responsibility, payment expectations, and available financial assistance resources and refers patients to Financial Counseling when appropriate.
• Reviews registration information for completeness and accuracy and takes appropriate action to correct routine errors or missing information.
• Works and monitors assigned Patient Access work queues, reviewing, researching, resolving, documenting, and prioritizing accounts according to established workflows, patient needs, and departmental priorities.
• Assists with overflow telephone calls and other Patient Access call activity as assigned, providing accurate information and directing calls to the appropriate department or resource.
• Assists with scheduling calls and scheduling-related functions as trained and assigned, ensuring appointments and patient information are accurately documented.
• Communicates effectively with patients, families, physicians, clinical departments, payers, and other healthcare team members to facilitate timely patient access and efficient patient flow.
• Coordinates with clinical and service delivery areas when registration, insurance, authorization, financial, or other access issues may impact the patient's appointment or service.
• Recognizes registration, financial, insurance, authorization, or patient service issues that are outside established procedures or scope of responsibility and escalates them to the appropriate leader or resource.
• Maintains knowledge of current Patient Access policies, procedures, payer requirements, regulatory requirements, organizational standards, assigned systems, and electronic health record workflows applicable to assigned responsibilities.
• Maintains the highest level of patient confidentiality and complies with HIPAA, privacy regulations, patient rights, and organizational confidentiality policies.
• Provides excellent customer service using organizational standards such as AIDET, takes ownership of patient and customer concerns, and demonstrates professional, respectful, and compassionate interactions with patients, families, visitors, providers, and coworkers.
• Maintains a professional appearance and work environment in accordance with organizational policies.
• Meets established departmental productivity and quality expectations for registration, work queues, telephone activity, scheduling support, and other assigned responsibilities.
• Participates in departmental quality assurance activities and is accountable for established Patient Access quality metrics, which may include registration accuracy, insurance verification accuracy, authorization accuracy, financial clearance, work queue accuracy, documentation compliance, patient identification, and other applicable quality measures.
• Reviews individual quality and productivity results with leadership and participates in coaching, education, and performance improvement activities as needed.
• Identifies recurring errors, workflow concerns, or opportunities for improvement and communicates them to the appropriate leader.
• Completes required training, demonstrates competency in assigned Patient Access functions, and works toward internal qualification to progress from Patient Access Representative I to Patient Access Representative II.
• Demonstrates flexibility in supporting different Patient Access areas and adjusting to changes in workload, staffing, patient volume, and departmental priorities.
• Promotes effective working relationships and works collaboratively as part of the Patient Access and broader healthcare team.
• Performs other duties as assigned.

McKenzie Health reserves the right to assign, reassign, or eliminate duties and responsibilities as necessary. The description of critical job features is not exhaustive and may change as deemed appropriate.

Physical Requirements:

• Primarily office-based work in a healthcare environment with frequent interaction with patients, families, visitors, providers, and employees.
• Ability to sit, stand, walk, reach, bend, use hands and fingers, communicate verbally, and hear effectively.
• Ability to work at a computer for extended periods of time.
• Ability to move throughout assigned work areas as needed to support patient flow and customer service.
• Ability to lift, move, push, or pull a minimum of 15 pounds.
• May work in a fast-paced environment with frequent interruptions, changing priorities, and periods of increased patient volume.
• May be required to work evenings, weekends, holidays, or other non-standard hours based on departmental operational needs.

Required Skills and Abilities:

• Excellent interpersonal, customer service, verbal, and written communication skills.
• Strong attention to detail and demonstrated commitment to accuracy.
• Ability to accurately collect, enter, verify, and maintain patient demographic, insurance, financial, and clinical information.
• Ability to protect confidential patient information and consistently follow HIPAA and privacy requirements.
• Ability to understand and apply insurance eligibility, benefits, authorization, and patient financial responsibility requirements.
• Ability to work assigned Patient Access work queues accurately and within established timeframes.
• Ability to recognize routine registration, insurance, financial, authorization, and patient access issues and appropriately seek assistance or escalate issues outside established procedures or scope of responsibility.
• Ability to prioritize multiple tasks and effectively manage competing demands in a fast-paced healthcare environment.
• Ability to work independently on assigned responsibilities while also functioning effectively as part of a team.
• Ability to learn and utilize electronic health records, registration systems, scheduling systems, telephone systems, and other computer applications.
• Proficient computer skills, including the ability to navigate multiple applications and accurately enter information.
• Knowledge of medical terminology is preferred.
• Ability to maintain professionalism and composure when interacting with patients, families, visitors, providers, and coworkers, including during difficult or sensitive situations.
• Demonstrated commitment to meeting established productivity, quality, customer service, and compliance expectations.
• Ability to accept feedback, participate in coaching, and continuously develop knowledge and skills.

Education and Experience:

• High School Diploma or GED Required.
• Previous healthcare, hospital, medical office, customer service, registration, scheduling, financial services, or related experience preferred.
• Minimum of one year of healthcare or customer service experience preferred.
• Experience working with electronic health records, scheduling systems, registration systems, or other healthcare-related computer applications preferred.

Licenses and Certifications:

• None required.
• Required Patient Access training and competencies must be completed within established departmental timeframes.

McKenzie Health is an equal opportunity employer and does not discriminate against any applicant or employee on the basis of age, color, sex, disability, national origin, race, religion, or veteran status.