Patient Access Representative - Rehab

POSITION SPECIFICS

Full-time, 80 hours per two-week period; M-F shifts will vary with start and end times including 6:30am and 5:00pm

JOB SUMMARY

The Rehab Patient Access Representative (PAR) Preceptor is the first point of contact at Tomah Health and serves the patient, patient family and all other visitors in such a manner as to make the visit as comfortable and pleasant as possible. The PAR Preceptor is fully cross-functional and is internally certified in all the functional areas of Patient Access which may include but are not limited to: customer service; patient identification; gather demographics; securing third party; financial and guarantor information; obtaining required signature and documents; upfront collection; department registrations; insurance verification, and scheduling patients for follow-up appointments.

The Rehab PAR Preceptor is highly skilled and internally certified in all functional areas of the PAR Preceptor within 1 year of their date of employment.

MAJOR JOB FUNCTION

• Greets all guests with a positive attitude and presents a well-groomed and professional image at all times.
• Ensures that staff in her/his work areas comply with and have thorough knowledge of departmental and hospital policies, procedures and standards.
• Performs process quality assurance and process improvement activities.
• Functions as a super user and assists with on-the-job training as needed in the department. Offers help and encouragement to other employees.
• Functions as a team lead by mentoring staff and leading and supporting change and process improvement.
• Serves as a contact person for staff regarding questions and registration resolution.
• Contributes to the overall effectiveness and efficiency of the department and hospital by providing outstanding customer service at all times, representing the hospital in a professional manner, communicating with the Provider/Director regarding concerns or problems, utilizing good judgment and maintaining one’s composure in any stressful situation.
• Demonstrates support for and the ability to work as part of a team on achieving departmental and organizational goals, developing positive working relationships with other team members/departments and supporting Quality Improvement/Risk Management/Compliance efforts.
• Utilizes effective and highly professional communication skills following principles of etiquette. Must be able to accurately take and relay information to and from all members of the healthcare team, patients and visitors using verbal and written means utilizing equipment such as the telephone, e-mail, etc..
• Maintains a working knowledge of available information system capabilities and performs all system applications that are required.
• Provides Tomah Health with data and documents necessary to produce a patient bill by conducting in-person interviews with patients or family members to gather demographic, financial, guarantor, attending and primary care physician data; to establish or verify an existing medical record number; and to enter the information into the information system.
• Contributes to quality control mechanisms and increases opportunities for a “clean bill” by reconciling information systems data with registration interviews, placing appropriate on-line account notes regarding registration, and performing on-line discharges.
• Responsible for collection of all monies due for services from patients. This may include the establishment of payment arrangements prior to treatment. Maintains a daily cashier reconciliation of all monies received. Coordinates with Patient Financial Services in the daily balancing of all accounts and monies. Organizes bank deposits for daily deposits to reach Patient Financial Services.
• Contributes to the financial effectiveness (success) of the hospital by: 1) Securing patient and guarantor signatures for release of medical information, benefits assignment and financial responsibility agreement. 2) Obtaining current third party information, insurance card copies as appropriate, and distributing such information appropriately. 3) Verifies insurance coverage.
• Minimizes medical risk to the patient and minimizes hospital liability by correctly identifying the patient, enabling the staff to request the appropriate medical chart, resolving duplicate medical record numbers, identifying the patient by having them spell their last name, first name and verbalize DOB, obtain and explain the Patient Authorization for Services document, offer the patient a copy of the patient’s rights and responsibilities and document in the EHR accordingly along with the hospital’s privacy practices and proper recording of the patient’s privacy wishes.
• Maintains computerized schedule for all clinical providers for patient appointments, meetings, and time off requests.
• Maintains confidentiality of patient information, in accordance with Tomah Health’s policy and procedures.
• Contributes to the prevention of infectious disease among employees and patients by adhering to infection control policies and procedures.
• Participates in orientation, training, and cross training for new employees as requested.
• Contributes to departmental and hospital operations by performing other related duties that may be assigned and/or requested.

GENERAL REQUIREMENT

Must comply with and uphold Tomah Health’s Standards of Behavior at all times.

EDUCATIONAL REQUIREMENTS

• High School diploma or equivalent required.
• Minimum of 2 years’ experience in healthcare access management field.
• Advanced training in medical terminology, insurance plans or healthcare operations is highly preferred.
• Obtain the Certified Healthcare Access Associate (CHAA) certification offered by the National Association of Healthcare Access Management (NAHAM) within 1 year of their date of hire.
• Attend the Preceptor Course put on by RWHC within the first two years of precepting.

QUALIFICATIONS/SKILLS

• Must be consistently pleasant and helpful and possess strong customer service skills to interact positively with external and internal customers.
• Must present a professional attitude and appearance at all times.
• Ability to work individually and as a member of a team.
• Detail oriented, able to multitask and identify tasks that need to be done without being told.
• Demonstrates understanding of insurance benefits and able to communicate those benefits to our patients. Uses department reference documents to facilitate communication with patients regarding insurance authorization requirements.
• Ability to work in a fast paced environment with frequent interruptions.
• Advanced computer and office equipment knowledge and ability to operate Windows based programs.
• Ability to operate a multi-line phone system.
• Demonstrate a willingness to learn new tasks, and to embrace change with an open mind.
• Demonstrates the verbal and communication skills needed to communicate in a clear and effective manner-especially during stressful situations.

JOB REQUIREMENTS

• The Rehab PAR Preceptor is required to move frequently from the desk to other areas of the office environment.
• Periods of extended sitting may be required.
• Visual acuity is essential for working with written materials and in reviewing related computer screens.
• Auditory skill is required for phone and patient contact situations.
• Clear speech is essential for phone and patient contact situations.

WORKING CONDITIONS

Must understand and accept the possibility of exposure to inside environmental conditions, such as infectious/communicable diseases, noise, blood and bloodborne diseases, chemicals and/or chemical fumes, odors, gases, and dusts. Must be able to function effectively under stressful situations.