Current Department Employees: Access Center Representative III

Bargaining Unit: EA

Rate of Pay: $32.20/hour DOE

Summary

Performs tasks that ensure scheduling and pre-visit/procedure readiness is achieved so that the office or department providing the service has minimal non-clinical work to perform on the day of service. Access Center tasks include:

• Scheduling
• Pre-registration
• E-verifying
• Determining and collecting the patient’s out-of-pocket expenses (co-pays, deductibles, etc)
• Signing patients up for self-service options
• Authorizations
  
  

Essential Duties And Responsibilities

• Schedules appointments for complex service lines such as Diagnostic Imaging, Physical Therapy, Physician offices, and Surgical Services.
• Communicates regularly with patients, families, caregivers, providers, clinical and non-clinical staff as necessary for the completion of scheduling and pre-visit readiness.
• Follows up with patients, clinical and non-clinical staff regarding requests for additional information (accurate orders, prior imaging, History and Physicals (H&P’s), reports, etc.) or previsit tests, labs, pathology, etc.
• Works with patients, families, providers, clinical and non-clinical staff to coordinate the patient’s experience throughout the process of accessing healthcare.
• Determines timely resolutions for complaints based on guidelines, resolving issues in the moment when able.
• Acts as liaison to patient and communicates resolution and/or next steps to patient directly.
• Works to de-escalate situations involving patient complaints while maintaining a professional attitude.
• Required to drive to on-site offices in Truckee, Tahoe City, Incline Village, and Reno to support team members, assist with escalations, deliver in-person training, and ensure workflow consistency.
• Provides training for team members and communicates clear instructions and expectations for process outcomes.
• Listens to team member’s feedback.
• Monitors department production for quality and to assure processes are progressing to assure accurate and timely outcomes for patient needs.
• Maintains scheduling reports and updates management of weekly progress.
• Distributes reports and registration audits to appropriate personnel.
• Confirms medical necessity of ordered procedure(s).
• Prioritizes tasks and follows work through to completion.
• Serves as a point of escalation for scheduling questions for radiology, surgery, etc.
• Serves as backup for scheduling patient appointments or procedures.
• Serves as backup for authorizing patient appointments or procedures.
• Works collaboratively with Health Information Management (HIM) on subpoenas and report requests.
• Articulates information in a manner that patients, guarantors, and family members understand.
• Key contributor to patient satisfaction initiatives by participating in process improvement activities as well as providing a high-quality contact experience for the patient with every interaction.
• Navigates multiple computer applications and interprets financial and insurance information.
• Performs to department productivity and accuracy expectations.
• Maintains and updates knowledge regarding all types of insurance and healthcare coverage, utilizing reference materials provided.
• Demonstrates System Values in performance and behavior.
• Complies with System policies and procedures.
• Become credentialed in Cadence within 6 months of hire.
• Train Cadence classes for the health system.
• Other duties as may be assigned.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

None

Supervisory Responsibilities

No supervisory responsibilities.

Minimum Education/Experience

No educational requirement and 1-2 years relevant experience

Required Licenses/Certifications

National Association of Healthcare Access (NAHAM): Certified Healthcare Access Associate (CHAA)

• Upon hire
  
  

Other Experience/Qualifications

• Experience in patient registration, scheduling, and/or hospital patient accounting office preferred.
• Strong customer service and complaint resolution experience preferred.
• Medical terminology and insurance billing knowledge preferred.
• Communicates expectations, assignments and responsibilities clearly and professionally.
• Demonstrates clear, courteous and pleasant communication skills with appropriate usage of grammar, pronunciation.
• excellent customer service skills.
• Self-motivated and goal oriented with the ability to multi-task.
• Team oriented.
• Positive, open-minded, and focused on continuous improvement.
• Ability to learn new processes, procedures and software programs quickly, while demonstrating attention to detail and accuracy.
• Analytical and problem-solving skills.