Patient Access Associate 2 - Bilingual

Patient Access Associate 2 - Bilingual

Inova Partnership for Healthier Communities - Herndon is looking for a dedicated Patient Access Associate 2 - Bilingual to join the team. This is a full time position, Monday to Friday from 8:00 am – 5:00 pm. As Patient Access Associate 2, you will adhere to Inova Health System's "Service Excellence" standards while admitting/scheduling patients, conducting insurance verifications and providing financial counseling.

To help achieve our mission, you will ensure patient safety by demonstrating effective problem solving and effective communication skillsets. Engaging in active listening when dealing with a customer complaint is of vital importance.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

• Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement:
  Inova matches the first 5% of eligible contributions – starting on your first day.
• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.

Patient Access Associates 2

Job Responsibilities:

• Expresses sincere concern and empathy when dealing with customer complaints.
• Accesses appropriate systems/services to confirm insurance coverage or other means of payment.
• Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
• Identifies and communicates payroll authorization and referral requirements to patients.
• Explains insurance benefits and patient liability by using appropriate communication methods/styles.
• Reports safety hazards/violations and takes appropriate action to protect the environment and guests until help arrives – if necessary.
• Delivers an acceptable volume of work with high levels of accuracy while improving inefficiencies and minimizing repetitive errors by revising current workflow procedures.
• Recognizes when a problem needs to be elevated for resolution and involves others in the problem-solving process when additional input is needed.
• Guiding and helping patients with Inova Financial Assistance applications
• Answering questions related to Inova Financial Assistance
• Scanning and processing Financial Assistance documents

Minimum Qualifications:

Education:

High School Diploma or GED

Experience:

1 year of healthcare patient access experience, or 1-year experience in healthcare revenue cycle, or bachelor's degree

Preferred Requirements:
Bilingual in Spanish

Responsibilities:

• Greet and assist patients at the front desk, providing a warm and welcoming environment.
• Explain Inova's financial assistance programs and eligibility criteria to patients.
• Guide patients through the application process for financial assistance, ensuring a smooth and efficient experience.
• Maintain accurate records and documentation of patient interactions and financial assistance applications.
• Collaborate with the PHC team to identify and address any barriers to accessing healthcare services.
• Promote and raise awareness about Inova's commitment to providing accessible healthcare to all.
• Ensure compliance with all relevant regulations and policies regarding patient access and financial assistance.
• Provide excellent customer service, ensuring patient satisfaction and a positive experience.
• Assist with any additional administrative tasks as required by the PHC department.

Qualifications:

• Bilingual proficiency in Spanish and English is a must; proficiency in other languages is a plus.
• High school diploma or equivalent; additional education in healthcare administration or a related field is preferred.
• Previous experience in a customer-facing role, preferably in a healthcare setting.
• Strong communication and interpersonal skills, with the ability to build rapport with patients.
• Excellent organizational and…