Patient Access Representative

POSITION SUMMARY:

Under the general direction of the Patient Access Supervisor, the Patient Access Representative-Hospital enters and verifies demographic and insurance information, identifies and collects patient financial obligations, and registers or admits the patient. This position will be crossed trained to register ambulatory, emergency department, and admitted patients, as well as complete notification of admissions to insurance companies, coordinate preadmissions, and ensure proper admissions documentation relative to diagnosis, attending provider, service assignment.

The individual is ultimately responsible for assisting patients and families via phone, at the bedside for inpatients, in the emergency department, or in clinics, and works closely with clinic and business office representatives, providers, and inpatient units. This position is customer service driven and the individual must have the ability to effectively promote a positive patient and family experience, exhibit empathy, engage in compassionate collections, and demonstrate strong communication skills.

EDUCATION/TRAINING:

Minimum:

• High School Diploma or Equivalent

Preferred:

• Associate degree in Business, Finance. Health Information Management or related field

LICENSURE/CERTIFICATION:

Minimum:

• N/A

Preferred:

• N/A

EXPERIENCE:

Minimum:

• One (1) year of experience in a customer service related field

Preferred:

• One (1) year of experience in a healthcare, call center, business, financial or insurance related field

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:

• Ability to work in a busy, loud, and demanding environment.
• Must have a strong understanding of EMTALA rules.
• Must independently recognize and evaluate situations for the level of urgency.
• Experience in providing a high level of customer service.
• Strong emotional intelligence and empathy.
• Excellent written and oral communication skills.
• Maintains effective and cooperative working relationships with co-workers, leaders, clinical staff and the general public.
• Must be detail oriented and accurate.
• Ability to multi-task and prioritize tasks.
• Displays an aptitude and willingness to learn new responsibilities.
• Willingly accepts feedback.
• Flexible and innovative.
• Ability to problem-solve and work independently.
• Displays a professional appearance.
• Dependable and reliable in achieving goals.
• Experience operating office machines such as personal computers, fax machines, photocopier, and document scanners.
• Familiarity with medical terminology and abbreviations.