Patient Access Advocate I

Presbyterian Healthcare Services

11d•Onsite

About The Position

The Patient Access Advocate I provides primary registration of patient accounts for self-pay, government and commercial accounts on date of service for scheduled and unscheduled visits. Perform registration functions, including updating of demographics, insurance verification, collection of point of service liabilities and documentation of registration information within the ADT system. Confirm account being registered has accurate information to ensure clean billing. Must possess basic knowledge of Medicare (CMS) guidelines, as well as other Compliance Regulatory guidelines applicable to Patient Access. Provide the highest level of customer service to patients/family at time of service through registration interactions as well as providing wayfinding to patients and/or visitors.

Requirements

6 months experience in healthcare setting or 1 year customer service background.
Basic knowledge of Medicare (CMS) guidelines, as well as other Compliance Regulatory guidelines applicable to Patient Access.

Responsibilities

Ability to provide exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools.
Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times and de-escalation processes.
Ability to manage conflict and appropriately request the help of a supervisor when needed.
Implement PROMISE and CARES behaviors in every encounter.
Educates patients for whom they speak regarding insurance benefits and liabilities.
Ensures accounts are financially cleared at time of service through account review.
Performs the patient registration process.
Manage the accurate collection of patient data which includes but is not limited to; Obtain/confirm and enter demographic and other financial information, not obtained during pre-registration/financial clearance process, necessary for account completion.
Obtain missing insurance information, to include policy number, group number, date of birth, and insurance phone number if not already identified in account.
Verify insurance for eligibility and benefits using online electronic verification system or by contacting payer directly.