Patient Access Representative

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. Understands and applies relevant legal concepts (e.g. confidentiality, patient rights, etc.) Completes other tasks as assigned by Patient Access management.

POSITION REQUIREMENTS:

Education High School Diploma or equivalent

Licensure Not required

Certifications Not required

Skills Good communication and customer service skills with a pleasant, clear speaking voice. Must have good organizational skills with the ability to prioritize workload.

Work Experience One (1) year of hospital or health care experience in registration or business office environment preferred. Must demonstrate knowledge and use of applicable software applications. Knowledge of medical terminology and insurance preferred.

Scheduling/availability 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:

1. Functions as primary receptionist for all incoming patients to the department

2. Maintains excellent customer service skills, recognizing the needs of patients, families, and visitors, as well as co-workers and other staff.

3. Check patients in and out for their appointments. Prints the visit summary and appointment cards as necessary.

4. Enters all required data into the appropriate electronic medical record modules, verifies demographic and insurance information, and revises it as necessary.

5. Reviews orders for accuracy and completeness as necessary.

6. Places patients on the ED Tracking board and monitors for active orders as needed.

7. Responsible for making status changes for patients based on ADT orders in some areas.

8. Utilizes AccuReg software to verify insurance coverage and registration accuracy, making changes and notifying other departments as necessary.

9. Obtains and witnesses appropriate signatures on consent to treat and all required documentation (i.e. IMM, ABN, etc.)

10. Scans all insurance cards (front and back). Obtains/scans relevant documents for the medical record.

11. Refers possible payment problems to the appropriate financial counselor.

12. Collects payments for services or co-payments from patients as required, following EMTALA regulations for emergency department patients.

13. Reconciliation of cash drawer

14. Attaches referral/ARM to appointments as needed.

15. Handles all incoming phone calls to the department, paging responsibilities for the hospital and paging of on call staff as needed per facility.

16. Monitors all alarms and security cameras, paging using the emergency code system as needed.

17. 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, cross training, etc.

NON-ESSENTIAL FUNCTIONS:

1. Performs additional duties as assigned.

2. Adheres to facility Values, Service Excellence, and Standards of Excellence.