Patient Access Representative, Emergency Department

1. Communicates professionally and courteously with all patients/customers and members of the work team while completing tasks in an effective, efficient manner to promote the highest quality of customer service, patient safety and support the facilitation of patient care.

• Performs account creation and registration tasks via face to face, over the telephone or at the bedside patient interview in accordance with established policies to obtain complete and accurate demographic and insurance information.
• Actively listens to understand what information is being conveyed.
• Conveys genuine warmth, care and concern to patients, customers and peers through appropriate tone of voice and demeanor.
• Shows willingness to assist all patients, customers, and peers by seeing needs and following through.
• Identifies, documents and reports to Manager any exceptions, account creation errors, unresolved complaints/concerns, and critical issues in a timely manner.
• Mentors new staff members as assigned.
• Collaborates with an inter-disciplinary team approach, acting as an advocate on behalf of patients and families to ensure patient safety and support the facilitation of patient care, satisfaction and quality of services is carried out in a timely manner.
• Gathers all data defined in an accurate, efficient and timely manner utilizing appropriate departmental databases.
• Properly re-identifies patient upon completion of account creation/verification and places armband. 

2. Maintains and demonstrates working knowledge to carry out policy and procedure to effectively comply with departmental, organizational, regulatory, and agency needs.

• Utilizes knowledge and critical thinking to equitably apply policy and procedure to all patients and customers.
• Promotes secure environment for the procurement of patient’s protected health information (PHI).
• Complies with regulatory requirement such as OSHA, JCAHO, and HIPAA.
• Understands the concept of the Iowa Trauma System Community Level and Emergency Care Facility Categorization Criteria.  Participates in accordance with the Trauma Team Activation Policy/Protocol. 
• Fulfills the roles and responsibilities of a trauma team member.  May be asked to perform job duties above and beyond the description (but within of practice/knowledge) in the event of an emergency.

 3. Provides exceptional customer service support.

• Ensures outstanding public relations.
• Ensures that contacts with the registration area are positively enhanced by serving as a resource for patients, families of patients and hospital management and staff.
• Provides accurate information to all customers by phone or other communication media.
• Answers telephone calls and related questions in a professional manner and with patience and maturity.
• Assists with administrative duties.
• Communicates effectively with department contacts, patients and management to thoroughly investigate and resolve patient account issues.

4. Performs other duties as assigned.