Patient Access Officer-Sakina-Hubs&Satellite-AD-Patient Access Services; Sec

Job Description

Responsible for ensuring appropriate and accurate registration of all patients obtaining services at the facility utilizing the facility's registration system; ensuring all insurance benefits, eligibility and pre-certification and/or authorizations are obtained to meet individual payer payment authorization protocols prior to the date of service. Generating, monitoring and reviewing daily cash receipts, registration reports and patient collections. Also responsible for handling routine patient inquiries related to the admission process, insurance verification, financial counseling, financial assistance and billing.

• Interact with customers face to face, over telephone, email, chat, mobile app, etc. to answer questions and provide general information on appointments, referrals, facilities, available services, care providers, events and campaigns; and other information as requested
• Demonstrate a patient centered approach in all interactions, ensuring adherence to SEHA values and service excellence standards, established workflows, call scenarios and scripts
• Maintain courtesy, professionalism, confidentiality and privacy when interacting with patients, customers, and staff members
• Proactively attending to patient needs, requests and concerns
• Stay updated on services available, physician specialties, facility workflows, required documents, campaigns and events
• Share information on workflow updates, eligibility updates, new campaigns, and events with patients
• Assist with positive and timely resolution and documentation of requests and issues and escalte any formal complaints to the Quality team
• Communicate directly with various SEHA staff members to resolve issues and concerns
• Escalate clinical questions to the Clinical team
• Escalate unresolved queries or concerns to team leaders or Senior Officers
• Handle assigned tasks in accordance with set policies and procedures (scheduling, registration, eligibility check, payment collection, etc.)

• Follow SEHA policies and procedures for registering patients; scheduling, rescheduling and canceling appointments; calling to remind patients or provide information; checking patients in; checking insurance eligibility and visit authorizations, updating patient information, ensuring consent forms are signed, generating wrist bands, completing inpatient admissions, collecting payments, issuing receipts, etc.
• Promote and prioritize scheduling for new doctors and services, or those with less bookings
• Obtain and input accurate and updated demographic data, contact details, and insurance information for all scheduled patients
• Identify and assign correct Enterprise Person Identification and/or Medical Record Numbers
• Orient the customer to the registration process, identification, patient rights and responsibilities and consent forms, as required
• Initiate and forward all merge requests for multiple EPI or MRN records to the HIM (Health Information Management) department
• Provide information to patients on expected waiting times, next steps, follow up appointments - proactively and when questions arise
• Coordinate and assist nursing staff and physicians to prevent and address patient complaints
• Coordinate with other departments to ensure efficient and accurate scheduling, registration and admission of patients

• Follow established workflows to communicate and follow up on customer

• Act responsibly and ensure that all job activities are carried out in an efficient and accurate manner
• Participate in improving Patient Access services, performance and productivity
• Provide public holiday and out of hours coverage as required
• Collaborate with other team members to provide a seamless service
• Provide assistance to less experienced representatives and guidance on unusual or complex queries
• Attend lectures, training sessions, meetings as required
• Collaborate and communicate professionally and effectively with team members internally and in other departments
• Promptly alert management of any issues related to the accomplishment of work assignments
• Adhere to SEHA standards relating to grooming, dress code, personal hygiene and presentation

(No specific responsibilities listed)

• Diploma in Accounting/Finance/Business Administration or any relevant field

• Bachelor's degree or equivalent in Accounting/Finance/Business Administration or any relevant field