What are the responsibilities and job description for the Patient Access Representative Senior - Oncology - Stony Point position at VCU Health?
The Patient Access Representative Senior delivers high-quality customer service to patients of all ages, their families, visitors, medical staff, clinicians and co-workers, ensuring all interactions are courteous, timely and respectful.
The Patient Access Representative Senior handles all business functions in an assigned clinical department area to include reception, scheduling, and registering patients for appointments and/or procedures. This position also secures the appropriate patient information; ensures that registration data is correct and accurate; validates insurance eligibility, ensuring accurate data entry; collects co-pays, and supports financial counseling and financial clearance, as necessary.
The Patient Access Representative Senior also supports in training new team members and has advanced knowledge in role responsibilities.
Essential Job Statements
Greet Patients/Answer Telephone
Provides exceptional customer service by welcoming patients and visitors in a friendly, professional, and respectful manner. Ensures individuals are respected and informed, communicating clearly and effectively, and utilizing appropriate language resources as needed. Assists with traffic flow in and out of the clinic as needed. Addresses patient needs promptly, and maintains a courteous, professional tone at all times. Serves as an esalation and support team member for the Patient Access Reprentative Team.
Co-payment Collection & Registration Data
Collects all patient co-payments and deposits accurately per payer, following department guidelines. Verifies and updates registration data, including demographic and insurance information. Copies and records insurance information per department standards. Follows department policies for cash handling, including cash reconciliation and deposit preparation.
Referral Management
Verifies insurance Verifies insurance coverage and understands requirements for HMO, managed care, government and private plans. Secures required referrals/authorizations and links them correctly in the referral module. Obtains needed referrals and authorizations before scheduled procedures, tests, injections and surgeries. Demonstrates an advanced knowledge of understanding HMO/managed care requirements and clearly communicates them to patients and providers. Provides pre-payment guidance for self-pay patients and offers financial assistance. Prepares cost estimates, explains payment expectations and documents all interactions in the patient account.
Appointment Scheduling, Lab & Test Order Entry
Correctly schedules clinic appointments through the medical records software/communication platform. Transcribes physician orders accurately and completely (i.e. lab test, ancillary test) and records them in the appropriate system(s) according to the physician’s instructions and VCUHS policy. Coordinates the collection of pre-operative testing and paperwork, where appropriate.
Patient Record/Verify Registration Data
Maintains proficiency in all aspects of patient medical record keeping in an organized manner. Assists in preparation of the chart before the patient visits. If applicable, assists in breaking down the chart at the completion of the patient's visit. Ensures that all patients arrived in the appointment scheduling system before the end of the appointment day. Where appropriate, appointments are documented as “no-shows” or cancellations before the end of the appointment day. Obtains signatures and completes the required forms including those from managed care and other insurance plans.
E-Documents, Management and Scanning
Obtains and scans all appropriate patient medical documentation.
Training & Development
Supports in the coaching, development and training of new PAR employees.
Miscellaneous Responsibilities
Notifies supervisor of issues involving violation of VCUHS policies or procedures. Performs other duties as assigned and/or participates in special projects to support the mission of VCUHS and department.
Patient Population: N/A
Employment Qualifications
Education Required: High School Diploma or equivalent
Education Preferred: Associates or Bachelor’s Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field from an accredited program.
Licensing/ Certification
Licensure Required: N/A
Licensure Preferred: N/A
Certification Required: N/A
Certification Preferred: N/ A
Minimum Qualifications
Years and Type of Required Experience: Minimum of one (1) year of VCUHS experience with patient scheduling/registration.
Other Knowledge, Skills and Abilities Required: Delivers high quality and consistent customer service skills. Ability to cross-cover all Patient Access functions within the department and/or clinic. Functions in a self-directed manner to accomplish routine activities. Ability to effectively orient and train new hires to service area.
Depending on the assigned area, may be required to work off-shifts and/or weekend and holidays.
Other Knowledge, Skills and Abilities Preferred: N/A
Working Conditions: Periods of high stress and fluctuating workloads may occur. General office environment. May be exposed to human blood and other potentially infectious materials. * May have periods of constant interruptions.
Physical Demands: Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.),Stoop, Kneel, Squat, Crawling, Climbing, Balance, Bending
Work Position: Sitting, Walking, Standing
Additional Physical Requirements/ Hazards
Physical Requirements: Manual dexterity (eye/hand coordination), Perform shift work, Hear alarms/telephone/tape recorder, Repetitive arm/hand movements
Hazards: N/A
Mental/Sensory – Emotional
Mental/Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking
Emotional : Fast pace environment, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Able to Adapt to Frequent Change
Days
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.
The Patient Access Representative Senior handles all business functions in an assigned clinical department area to include reception, scheduling, and registering patients for appointments and/or procedures. This position also secures the appropriate patient information; ensures that registration data is correct and accurate; validates insurance eligibility, ensuring accurate data entry; collects co-pays, and supports financial counseling and financial clearance, as necessary.
The Patient Access Representative Senior also supports in training new team members and has advanced knowledge in role responsibilities.
Essential Job Statements
Greet Patients/Answer Telephone
Provides exceptional customer service by welcoming patients and visitors in a friendly, professional, and respectful manner. Ensures individuals are respected and informed, communicating clearly and effectively, and utilizing appropriate language resources as needed. Assists with traffic flow in and out of the clinic as needed. Addresses patient needs promptly, and maintains a courteous, professional tone at all times. Serves as an esalation and support team member for the Patient Access Reprentative Team.
Co-payment Collection & Registration Data
Collects all patient co-payments and deposits accurately per payer, following department guidelines. Verifies and updates registration data, including demographic and insurance information. Copies and records insurance information per department standards. Follows department policies for cash handling, including cash reconciliation and deposit preparation.
Referral Management
Verifies insurance Verifies insurance coverage and understands requirements for HMO, managed care, government and private plans. Secures required referrals/authorizations and links them correctly in the referral module. Obtains needed referrals and authorizations before scheduled procedures, tests, injections and surgeries. Demonstrates an advanced knowledge of understanding HMO/managed care requirements and clearly communicates them to patients and providers. Provides pre-payment guidance for self-pay patients and offers financial assistance. Prepares cost estimates, explains payment expectations and documents all interactions in the patient account.
Appointment Scheduling, Lab & Test Order Entry
Correctly schedules clinic appointments through the medical records software/communication platform. Transcribes physician orders accurately and completely (i.e. lab test, ancillary test) and records them in the appropriate system(s) according to the physician’s instructions and VCUHS policy. Coordinates the collection of pre-operative testing and paperwork, where appropriate.
Patient Record/Verify Registration Data
Maintains proficiency in all aspects of patient medical record keeping in an organized manner. Assists in preparation of the chart before the patient visits. If applicable, assists in breaking down the chart at the completion of the patient's visit. Ensures that all patients arrived in the appointment scheduling system before the end of the appointment day. Where appropriate, appointments are documented as “no-shows” or cancellations before the end of the appointment day. Obtains signatures and completes the required forms including those from managed care and other insurance plans.
E-Documents, Management and Scanning
Obtains and scans all appropriate patient medical documentation.
Training & Development
Supports in the coaching, development and training of new PAR employees.
Miscellaneous Responsibilities
Notifies supervisor of issues involving violation of VCUHS policies or procedures. Performs other duties as assigned and/or participates in special projects to support the mission of VCUHS and department.
Patient Population: N/A
Employment Qualifications
Education Required: High School Diploma or equivalent
Education Preferred: Associates or Bachelor’s Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field from an accredited program.
Licensing/ Certification
Licensure Required: N/A
Licensure Preferred: N/A
Certification Required: N/A
Certification Preferred: N/ A
Minimum Qualifications
Years and Type of Required Experience: Minimum of one (1) year of VCUHS experience with patient scheduling/registration.
Other Knowledge, Skills and Abilities Required: Delivers high quality and consistent customer service skills. Ability to cross-cover all Patient Access functions within the department and/or clinic. Functions in a self-directed manner to accomplish routine activities. Ability to effectively orient and train new hires to service area.
Depending on the assigned area, may be required to work off-shifts and/or weekend and holidays.
Other Knowledge, Skills and Abilities Preferred: N/A
Working Conditions: Periods of high stress and fluctuating workloads may occur. General office environment. May be exposed to human blood and other potentially infectious materials. * May have periods of constant interruptions.
- Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.
Physical Demands: Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.),Stoop, Kneel, Squat, Crawling, Climbing, Balance, Bending
Work Position: Sitting, Walking, Standing
Additional Physical Requirements/ Hazards
Physical Requirements: Manual dexterity (eye/hand coordination), Perform shift work, Hear alarms/telephone/tape recorder, Repetitive arm/hand movements
Hazards: N/A
Mental/Sensory – Emotional
Mental/Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking
Emotional : Fast pace environment, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Able to Adapt to Frequent Change
Days
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.