Patient Access Representative Nights

The Patient Access Representative is responsible for:

All of these functions must be carried out in a professional and courteous manner that is consistent with the guidelines developed for this position. In all cases, meeting the needs of our patients will be the number one priority of this position.

Does this position require Patient Care-Yes

• Maintain a courteous, calm and pleasant manner at all times.
• Greet people with a helpful and positive attitude.
• Represent Martha's Vineyard Hospital in a positive manner in all communications.
• Demonstrate a commitment to maintaining positive and effective working relationships with other hospital departments.
• Use proper workplace etiquette to encourage a pleasant and supportive departmental atmosphere.
• Using the highest levels of excellent customer service, welcome each patient and visitor to MVH, determine what their needs are and direct them in a kind and courteous manner.
• In accordance with HIPAA regulations, input correct ordering and primary care physician information for all patients to ensure that all test results reach their proper destinations.
• Scan front and back of each patient's insurance card, and for new patient's front and back of Photo .
• Identify and correctly enter insurance policies prime to MR.
• Act as a resource for self‑pay patients and those with Mass Health (and related policies) questions by providing literature and/or by directing them to the Patient Financial Counselor.
• Direct patients and their paperwork to the appropriate departments at the appropriate time.
• Without fail, respect the confidentiality of the information provided by patients or other hospital‑based departments.
• Ensure that conversations are kept as quiet as possible and that no information is shared with parties who are not entitled to have it, including co‑workers.
• Keeping EMTALA requirements in mind, collect appropriate insurance co‑payment and process credit card/check/cash transactions using Cash Tracker system.
• Make use of the AT&T Language Line to assist patients who do not speak English.
• Perform quality control audits and update registration errors.
• Interact effectively with all internal and external departments and patients to ensure that the registration process runs smoothly and that it supports all of the hospital's information.
• Advise manager of errors for the purpose of on‑going training - minimizing negative impact on revenue.
• Perform other reasonable duties as assigned by management.
• Answer outside calls, relay calls to the proper department/extension, and transfer calls when necessary.
• Answer and screen in‑house calls and complete calls for patients who may need assistance.
• When greeting patients entering the ED, assess degree of illness/injury and immediately seek medical assistance if life threatening condition exists according to ED provided symptom list (This is not a clinical position and is done to the best of the greeter's ability).
• Assist ED registrars with meeting patient needs for timely registration.
• Monitor the ED waiting room and wait times.
• Maintain patient confidentiality.
• Answer questions, give directions.
• Maintain a log of patient names, room numbers, and telephone extensions in order to expedite relayed calls.
• Update the census at the beginning of each shift and every 3 hours thereafter, at a minimum.
• Establish at the beginning of the shift, a list of people on call.
• Page people in the institution as needed in a professional manner.
• Sort all incoming mail and post outgoing mail.
• Prepare batch mailings as requested.
• Maintain postage meter with adequate funds to operate daily.
• Maintain an adequate supply of mailing items, including Fed Ex and USPS forms.
• Report repairs needed for postage, fax, and copier machine.
• Assist with any other duties assigned.
• Maintain and promote positive attitude and…