Patient Access Representative

Provides excellent customer service to all patients, colleagues and other external and internal customers

Interviews patients, family members and other responsible parties to gather pertinent demographic and financial information, for scheduling, pre-registration and/or registration based on assigned work

Obtains and accurately documents all demographic information

Obtains insurance information and initiates the verification process via third party clearinghouse

Completes verification of coverage of all insurances and financial clearance activity has been completed

Meets and exceeds department goals including accuracy, point of service collections and productivity

Ensures all required forms are provided, reviewed, properly explained and signed by the patient or an approved person on behalf of the patient

Informs patient of financial responsibility and collects appropriate dollar amount for services to be rendered; issue receipt and completes daily reconciliation of all cash collections

Provide back-up support to hospital cashier and complete cashier functions, as assigned

Completes Medicare Questionnaire on all patients that are eligible

Responsible to review all work queues daily and take the required actions to update the information, correct errors and ensure that the account is accurate for billing

Responsible to place patients in the appropriate bed and maintain the accuracy of the bed board system by tracking bed assignments through bed tracking system and to ensure timely and appropriate movement of patients within the hospital; as assigned

Demonstrates proficiency in the entire pre-admission, registration, and financial clearance processes

Demonstrates a high level of efficiency, accuracy and productivity

Verifies accuracy of patient demographic information to avoid duplicating a medical record

Follows department procedures when a duplicate medical record assignment is made

Complies with organizational policies on Advance Directives and Patient Rights

Provides patients with all regulatory documents, obtain required signatures, and witnesses all patients signatures

Maintains department productivity by asking for additional duties when patient flow permits

Makes customer needs a priority,

Provides direct observation of the customer service being performed by other organizational members and reports issues to the supervisor/director

Demonstrates initiative and motivation in role; proactively identifies and resolves problems in an appropriate manner and escalates issues to leadership when necessary

Reflects commitment to building a supportive work environment and maintains a positive attitude

Works closely and professionally with nursing and ancillary departments to foster a team environment

Participate in training through the development of training tools, presentations at department in-services or staff meetings, or through the training of registration staff outside of the Patient Access department

Other duties as assigned

Utilize AIDET:

• Acknowledge your patient with every encounter, smile, make eye contact, call the patient by name
• Introduce yourself and tell patients about your education, training and competency
• Duration of the activity or conversation needs to be stated, Let patients know how long something is likely to take
• Explain what you are doing.This will help to put the patient at ease
• Thank you, tell your patients it was a pleasure to serve them and thank them for choosing our hospital to receive their care