Department : Access Center Representative III

Job Title

Bargaining Unit : EA

Rate of Pay : $32.20/hour + DOE

Summary:

Performs tasks that ensure scheduling and pre-visit/procedure readiness is achieved so that the office or department providing the service has minimal non-clinical work to perform on the day of service. Access Center tasks include:

• Scheduling
• Pre-registration
• E-verifying
• Determining and collecting the patient's out-of-pocket expenses (co-pays, deductibles, etc)
• Signing patients up for self-service options
• Authorizations

Essential Duties and Responsibilities:

• Schedules appointments for complex service lines such as Diagnostic Imaging, Physical Therapy, Physician offices, and Surgical Services.
• Communicates regularly with patients, families, caregivers, providers, clinical and non-clinical staff as necessary for the completion of scheduling and pre-visit readiness.
• Follows up with patients, clinical and non-clinical staff regarding requests for additional information (accurate orders, prior imaging, History and Physicals (H&P's), reports, etc.) or previsit tests, labs, pathology, etc.
• Works with patients, families, providers, clinical and non-clinical staff to coordinate the patient's experience throughout the process of accessing healthcare.
• Determines timely resolutions for complaints based on guidelines, resolving issues in the moment when able.
• Acts as liaison to patient and communicates resolution and/or next steps to patient directly.
• Works to de-escalate situations involving patient complaints while maintaining a professional attitude.
• Required to drive to on-site offices in Truckee, Tahoe City, Incline Village, and Reno to support team members, assist with escalations, deliver in-person training, and ensure workflow consistency.
• Provides training for team members and communicates clear instructions and expectations for process outcomes.
• Listens to team member's feedback.
• Monitors department production for quality and to assure processes are progressing to assure accurate and timely outcomes for patient needs.
• Maintains scheduling reports and updates management of weekly progress.
• Distributes reports and registration audits to appropriate personnel.
• Confirms medical necessity of ordered procedure(s).
• Prioritizes tasks and follows work through to completion.
• Serves as a point of escalation for scheduling questions for radiology, surgery, etc.
• Serves as backup for scheduling patient appointments or procedures.
• Serves as backup for authorizing patient appointments or procedures.
• Works collaboratively with Health Information Management (HIM) on subpoenas and report requests.
• Articulates information in a manner that patients, guarantors, and family members understand.
• Key contributor to patient satisfaction initiatives by participating in process improvement activities as well as providing a high-quality contact experience for the patient with every interaction.
• Navigates multiple computer applications and interprets financial and insurance information.
• Performs to department productivity and accuracy expectations.
• Maintains and updates knowledge regarding all types of insurance and healthcare coverage, utilizing reference materials provided.
• Demonstrates System Values in performance and behavior.
• Complies with System policies and procedures.
• Become credentialed in Cadence within 6 months of hire.
• Train Cadence classes for the health system.
• Other duties as may be assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities:

None

Minimum Education /

Experience:

No educational requirement and 1-2 years relevant experience

Required

Licenses/Certifications:

National Association of Healthcare Access (NAHAM):
Certified Healthcare Access Associate (CHAA) Upon hire

Other Experience/

Qualifications:

• Experience in patient registration, scheduling, and/or hospital patient accounting office preferred.
• Strong customer service and complaint resolution experience preferred.
• Medical terminology and insurance billing knowledge preferred.
• Communicates expectations, assignments and responsibilities clearly and professionally.
• Demonstrates clear, courteous and pleasant communication skills with appropriate usage of grammar, pronunciation.
• Excellent customer service skills.
• Self-motivated and goal oriented with…