Access Center Representative I - Temporary

Tahoe Forest Health System•Reno, NV

2h•Onsite

About The Position

The Access Center Representative I serves as the primary point of contact for community members contacting the District with questions and information requests. The representative answers calls to the hospital’s main telephone numbers and calls routed from physician offices and departments, and may assist patients scheduling outpatient appointments by telephone or electronic means. The role includes scheduling, pre-registration, electronic verification, determining and collecting patients’ out-of-pocket expenses, enrolling patients in self-service options, and obtaining authorizations as assigned. The representative coordinates the patient’s experience with patients, families, caregivers, providers, and clinical and non-clinical staff. Duties include collecting and updating demographic, guarantor, and insurance information; establishing eligibility and verifying benefits; advising patients about financial policies; and supporting appointment and authorization processes. The role requires navigating multiple computer applications, documenting authorization interactions in the Electronic Medical Record, and meeting department productivity and accuracy expectations. The position is temporary and has no supervisory responsibilities.

Requirements

Six months to one year of experience.
Clear, courteous, and pleasant communication skills, including appropriate grammar and pronunciation.
Excellent customer service skills.
Self-motivation, goal orientation, and the ability to multitask.
Ability to work as part of a team.
Positive, open-minded approach and focus on continuous improvement.
Ability to learn new processes, procedures, and software programs quickly while maintaining attention to detail and accuracy.
Analytical and problem-solving skills.
Ability to navigate multiple applications simultaneously.

Responsibilities

Schedule appointments for primary care, specialty providers, and hospital services.
Provide callers with information such as directions, addresses, telephone numbers, and appointment times.
Answer calls to the hospital’s main telephone numbers and route calls appropriately.
Serve as the primary point of contact for patients scheduling outpatient appointments by telephone or electronic means.
Educate patients about District self-service programs, including the patient portal.
Coordinate patients’ access to healthcare with patients, families, providers, and clinical and non-clinical staff.
Interview patients to schedule and register them effectively.
Collect, verify, and update patient demographic, guarantor, and insurance information.
Establish eligibility and verify insurance benefits.
Determine and collect co-pays and estimated out-of-pocket expenses as appropriate.
Advise patients and families about hospital financial policies and refer them to a financial counselor when appropriate.
Obtain authorizations when assigned.
Ensure procedures, treatments, tests, and appointments are scheduled and authorized within established parameters and with appropriate resources.
Communicate information clearly so patients, guarantors, and family members understand it.
Participate in process improvement and patient satisfaction initiatives and provide a high-quality contact experience.
Provide patients with preparation instructions relevant to their services.
Communicate with patients, families, caregivers, providers, and staff as needed to complete authorizations.
Contact insurers to request authorization and document interactions, outcomes, contacts, and authorization numbers in the Electronic Medical Record.
Follow up with providers and patients regarding denied authorizations or requests for additional information.
Read and interpret provider notes to obtain authorization and confirm the medical necessity of ordered procedures.
Prioritize tasks and follow work through to completion.
Navigate multiple computer applications and interpret financial and insurance information.
Meet department productivity and accuracy expectations.
Maintain and update knowledge of insurance and healthcare coverage using provided reference materials.
Demonstrate System Values, comply with System policies and procedures, and perform other duties as assigned.