Patient Access Representative

Patient Access Representative (Full Time)

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POSITION SUMMARY: Performs a variety of functions within the Patient Access Department related to accurate and timely collection of patient demographic information, insurance verification, co-pay collection, and determining and obtaining applicable signatures. Understands the importance North Country Healthcare places on providing exemplary customer service. Applies relevant legal concepts such as confidentiality and patient rights. Completes other tasks as assigned by Patient Access management.

This is a 24/7 position, requiring flexibility to work various shifts, including days, evenings, overnights, weekends, and holidays as needed. Schedules may vary based on department needs, and on-call responsibilities may apply.

Essential Functions:

• Functions as primary receptionist for all incoming patients to the department.
• Maintains excellent customer service skills, recognizing the needs of patients, families, visitors, co-workers, and other staff.
• Checks patients in and out for their appointments, printing visit summary and appointment cards as necessary.
• Enters all required data into the appropriate electronic medical record modules, verifies demographic and insurance information, and revises it as necessary.
• Reviews orders for accuracy and completeness as necessary, places patients on the ED Tracking board, and monitors for active orders.
• Revises ADT orders, utilizes Accu Reg software to verify insurance coverage and registration accuracy, making changes and notifying other departments as necessary.
• Obtains and witnesses appropriate signatures on consent to treat and all required documentation (e.g., IMM, ABN).
• Scans insurance cards (front and back) and other required documents for the medical record.
• Refers possible payment problems to the appropriate financial counselor.
• Collects payments for services or co-payments from patients as required, following EMTALA regulations for emergency department patients.
• Reconciles cash drawer.
• Attaches referral/ARM to appointments as needed.
• Handles all incoming phone calls to the department, paging responsibilities for the hospital and paging of on‑call staff as needed per facility.
• Monitors all alarms and security cameras, paging using the emergency code system as needed.
• Proactively utilizes slow periods in a creative and business‑minded manner, performing tasks such as organizing, sorting, reviewing own registrations for accuracy, aiding a coworker, and cross‑training.
• Performs additional duties as assigned; adheres to facility Values, Service Excellence, and Standards of Excellence.