Patient Access Representative

City/State:

New Rochelle, New York

Grant Funded:

No

Department:

MNR Clinic Administration

Bargaining Unit:

1199

Work Shift:

Day

Work Days:

DAYS VARY

Scheduled Hours:

Hours Vary

Scheduled Daily Hours:

7.5 HOURS

Hourly Rate:

$26.39

For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

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Job Summary

Patient Access Representatives are the integral component of the Patient Access Department. Representatives interact with patients to secure reimbursement for services provided, and/or to be provided. Representatives are the financial face of the hospital that patients meet when patients may be experiencing agonizing distress. Representatives are the point persons of customer service in the delicate area of securing payment for possibly life-saving care. Representatives are responsible for performing a variety of clerical functions in a timely, thorough and accurate manner, which include but are not limited to: Registration, Bed Control, Insurance Verification and Follow-up, Payment Collection, Cashiering, and Legal Documentation. Representatives are responsible for coding and charging Outpatient Ancillary Accounts in accordance with American Hospital Association coding guidelines by identifying all documented conditions that coexist at the time of the encounter/visit. While remaining sensitive of applicable Montefiore Medical Center standards and Customer Service Guidelines in their interactions with patients, Representatives must also fulfill their duties to ensure the efficient operation of the Patient Access Department. The professional regard and respect towards patients that is expected of Representatives extends to their coworkers and in any matters in which the Representatives act in behalf of the hospital. Patient Access Representatives report to Patient Access Supervisors.

Essential Functions

• 1. Greets patients in polite, prompt and helpful manner.
• 2. Timely Registration in computer system of individuals receiving care as Inpatients, Outpatients, or through the Emergency Department using hospital identifiers (name, date of birth, address verification, picture I.D, insurance cards, etc.).
• 3. Prepares and provides patient ID bands for admissions and other hospital services.
• 4. Provides and explains to patients, family, and/or legal representatives, Patient's Rights, Notice of Privacy Practices, Advance Directives, Financial Agreement, Consent Forms, etc. Updates any missing information in Patient Registration.
• 5. Representative must provide, explain and at times, educate patients with provided information to complete required forms.
• 6. Determines and collects payments due directly from patients for deductibles, co-payments, out of pocket expenses, and discounted rates. Reviews and evaluates patient account history to assure the satisfaction of patient’s financial obligation.
• 7. Informs patients of financial liability, whether current or outstanding, so as to arrange for full or partial payment
• 8. Admits, Transfers, and Discharges patients using the Allscripts computer system.
• 9. Contacts each Unit to review Admissions, Transfers, and Discharges in each Unit.
• 10. Reviews Daily Admission, OR, and Transfer lists.
• 11. Coordinates with clinical staff to make bed assignments for patients admitted from the Emergency Department, direct Admits and internal and external transfers.
• 12. Maintains accurate online Bed Board Census.
• 13. Handles incoming calls and coordinates referrals to appropriate work unit.
• 14. Notifies Supervisor and escalates any issue(s) that may arise, including, but not limited to, Elective procedures,admissions that cannot be fiscally cleared, uncooperative patients, delay in completing duties, and any other issues impeding productivity.
• 15. Enters charges and diagnosis on Outpatient accounts.
• 16. Promotes a culture of safety by completing mandatory trainings and adhering to National Patient Safety Goals, HIPAA, and Corporate Compliance policies.
• 17. Through courtesy, respect and effective communication, presents a positive image to the community and fosters cooperative relationships and positive work environment with patients, co-workers, guests and other Departments.
• 18. Functions as preceptor/mentor to new staff and/or students by modeling appropriate behavior, exhibiting a courteous, conscientious and businesslike manner
• 19. Consistently communicates with patients by listening attentively and providing feedback to ensure that all needs and questions (e.g., explanation of the registration process, explanation of test preparation, and education related to diagnosis and treatment) are satisfied in a timely manner.
• 20. Varied tasks assigned .

Qualifications

• High School Required
• less than 1 year 6 months experience
High School Diploma or GED is a must with college course work preferred, and experience in collection and/or insurance verification preferred. Must be experienced in providing excellent customer service and problem escalation/resolution in high volume atmosphere. Candidates must have strong communications skills, both verbal and written, with excellent telephone and face to face accommodation. Must be able to work independently and get along with others. Must successfully pass pre-hire exams; Math, grammar/vocabulary & customer service with a score of 80% or above.

Montefiore New Rochelle Hospital is an equal employment opportunity employer. Montefiore New Rochelle Hospital will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.