Job Title : Non-Clinical - Administrative - Patient Access Representative
Job Location : 2401 West Belvedere Avenue Baltimore, MD 21215 – Onsite
Job Tenure : 13+ months
Descriptions -
POSITION SUMMARY:
Performs patient registration, collect patient payments, provides excellent customer service and must have exceptional communication skills
Communication Tasks:
Description
Serves as a liaison between the Hospital and the patient according to the patient's needs. Communicates effectively with patient, family, members of patient care team and other Hospital staff.
Listens, provides timely feedback, and maintains confidentiality.
Communicates with tact and sensitivity with all patients, families, visitors, co-workers and other hospital personnel.
Adheres to HIPAA guidelines on privacy practices.
Key Function #2 Description
Ensures a positive customer experience by exhibiting a positive
Customer Service
Tasks: having a perceived pleasant and tactful style, and by providing assistance willingly to all patients, families, and co-workers.
-Displays personal warmth and kindness, greeting every customer with an immediate smile, eye contact, proper body language, introduction of self by name and title.
Answers phone with a pleasant voice, using department scripts in a timely manner.
Complies with established hospital and departmental dress codes, arriving for work in a clean and pressed uniform, with hospital badge visible.
Key Function #3 Description
Performs all registration processes in a thorough, accurate, and timely
Registration
Tasks: manner, demonstrating a commitment to customer services and convenience.
Obtains and inputs complete and accurate patient data, including patient type, demographic, physician, ICD9 and insurance information. Copies insurance cards and photo ID for all patients, documenting when this identification is unavailable.
Verifies insurance coverage by utilizing automated insurance systems. Reviews and completes all required forms; ie., HIPPA, MSP etc.
Adheres to and demonstrates the use of the department downtime procedure.
Collects co-payment, deductible from patients and completes receipt. Also, must document in applicable system.
Places identification bracelet on patient and has patient/representative initial for accuracy.
Key Function #4 Description
Processes pre-registrations efficiently on elective
Pre-Registrations
Tasks: admissions/procedures to increase accuracy and to minimize patient wait time. (Scheduled procedures only)
Utilizes posting sheets to input data into Hospital system. May contact patient prior to visit to verify all information is correct.
Pulls OR schedule daily to ensure all cases scheduled within two weeks have been pre-registered into system.
Reconciles folders with OR schedule daily. Follows up with the assigned Financial Advisor to ensure completion of pending folders. Places folders in alpha order in preparation for the next day.
Key Function #5 Description
Press Ganey Follows the hospital and department goals.
Tasks:
Actively participates in workgroups designed to improve customer service scores. Adheres to recommendations by the workgroup.
Achieves and maintains Press Ganey scores to meet departmental designated goals.
Key Function #6 Description
Demonstrates teamwork through collaboration and achievement,
Teamwork - working cooperatively within own department and with other departments.
Demonstrates behavior that effectively promotes a positive image of the Patient Access Department.
Adheres to time and attendance policy.
Volunteers to assist others without waiting to be asked.
Treats others with respect, dignity and courtesy, always striving to earn the confidence and trust of co-workers.
Attends and actively participates in all mandatory meetings, departmental and educational classes.
Registration Accuracy Meet departmental percent goal to achieve accuracy of patient
registrations.
Tasks:
Achieves accuracy for MSP, demographic, insurance and consent information on all registrations.
Frequent contacts, within or outside of the Company. Requires tact, discretion, and working knowledge of Company procedures and policies.
Not Selected:
Regular contacts outside the department, but generally within the company, to give or get information. Requires only courtesy to avoid friction.
Regular contacts, within or outside the Company to give or get information. Require courtesy, tact, and some knowledge of Company procedures.
Contacts, within or outside the Company, as a Company representative in a specialized area of knowledge or technical field. Requires considerable tact and discretion, and some persuasion to obtain approvals, consent and action.
Education/Knowledge Required Selected:
Entry level knowledge; basic employment skills. Degree or HS Diploma not
Experience Required Selected:
1-3 years required.
Entry level knowledge; basic employment skills; High School diploma: GED equivalent or High School certificate
Formal working knowledge; equivalent to an Associate's degree (2 years college); requires knowledge of a specialized field
Basic professional knowledge; equivalent to a Bachelor's degree; working knowledge of theory and practice within a specialized field
Seasoned professional knowledge; equivalent to a Master's degree; knowledge in more than one discipline
Education Discipline(s)
B. Technical/Clinical Skills Required Equipment/ Applications
Selected:
Basic computer skills Standard Office Equipment Critical thinking skills
Medical Terminology certification is beneficial,
Microsoft Office Suite Cerner
Healthstream IDX
Medical terminology
Nursing Process skills based on MD Nurse Practice Act Medical equipment
D. Communication Skills and Abilities Selected:
Demonstrates the ability to follow verbal instructions. Demonstrates the ability to communicate effectively verbally. Demonstrates the ability to communicate effectively in writing.