Patient Access Representative

Location: Hiawatha

BASIC FUNCTION:

The Registration/Patient Access Clerk arranges for the efficient and orderly registration of outpatients, ensuring accurate patient information is collected, verifies insurance benefits and eligibility. Maintains the highest standards of customer service excellence to ensure that staff performs all duties according to established customer service standards and that processes are developed to address overall or specific customer needs.

Ensures all incoming telephone calls are promptly and courteously answered and routed to the correct extension within the Hospital. Greets all visitors to the Hospital promptly and courteously. Directing visitors to appropriate areas, or obtaining for those who need a wheelchair, etc. Participates in the upfront collection process of co-pays, co-insurance, deductibles, and discounts. Arranges for patients to speak with Financial Counselor if needed.

ESSENTIAL FUNCTIONS:

Register patients accurately and in a timely manner, making sure all information is correct, insurance is verified at the time of registration and all applicable signatures are obtained. Attached scanned or electronic order to patient account, assuring the order has a diagnosis.

Consistently demonstrates a positive attitude. Fosters teamwork by offering assistance to others. Acknowledges and responds tactfully to all requests. Shows consideration in interaction with patients, family, and other healthcare team members by demonstrating listening skills and cooperation. Communicates and interacts with others in a professional, responsible, cooperative, and positive manner at all times. Adheres to Hospital & PFS policies & procedures.

Collect applicable co-pays/co-insurance/deductibles, post payments, give receipts, make change, give applicable self-pay or employee discounts, notify correct employees to post discounts and balance daily batch.

Consistently apply Patient  on all patients.

Answer switchboard promptly and courteously, following all protocols set up with transferring calls to departments.

Monitor patients waiting to be registered and ask for assistance if more than three (3) patients are waiting to have consistent patient flow.

Greet each patient and visitor courteously and respectfully

Directs patients and visitors to appropriate areas. When patients or visitors are unsure of where they need to go with the hospital, either walks or obtains assistance from fellow employees to escort to their destination.

Obtain assistance for patients and visitors needing special help, such as a wheelchair.

Pre-register scheduled patients, verify insurance benefits, calculate charges and any applicable co-pays, deductibles, or co-insurance amounts, notifying patient of upfront collection expectations.

Assists with special projects and assignments as directed by Manager.

Assures Front Lobby is tidy and presentable prior to leaving for the day.

Maintains confidentiality of patient and employee information in verbal, written and electronic information.

When working in registration in the Emergency Department, see attached sheet for other duty requirements.

QUALIFICATIONS:

Education:

High School or GED

Experience:

Excellent customer service experience required

Certificates, License, Registrations:
None

Knowledge, Skills and Abilities:

Organizational, verbal, interpersonal, customer relations, mathematical, analytical, grammar & spelling, read & comprehend written instructions, and follow verbal instructions. Knowledge of Microsoft Products. Knowledge of Medical Terminology beneficial. Manage stress appropriately, make decisions under pressure, manage anger/fear/hostility/violence of others appropriately, handle multiple priorities, work alone.

Physical:
Sedentary work INTERPERSONAL RELATIONSHIPS:

Supervision Received:
None Supervision Exercised:
Manager of Patient Engagement Other:

EXPOSURE TO HAZARDS:
Potential electrical shock.

To reduce job hazards, this position is responsible for wearing PPE during job functions. PPE can include: gloves, gown/coat, shoe covers, head/face, eye and ear protection. Each job function requires a different level of PPE, individuals receive initial and annual training to identify the appropriate level of PPE required

No known job hazards.

EQUIPMENT USED:
Computer, 10key,
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