Patient Access Associate

Valley Medical Center•Renton, WA

30d

About The Position

The Patient Access Associate position is responsible for scheduling services in hospital and clinic services using inbound and outbound call handling and MyChart requests. Responsibilities also include scheduling, pre-registration, insurance verification, registration, check-in (admission of patients), estimates, payment collections, check-out, and scheduling in-person in their respective departments.

Requirements

High School Graduate or equivalent (G.E.D.) required.
Minimum one-year front office experience in a physician office or hospital access department; scheduling, registering, using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.
Demonstrates basic skills in keyboarding (35 wpm).
Computer experience in a windows-based environment.
Excellent communication skills including verbal, written, and listening.
Excellent customer service skills.
Knowledge of medical terminology and abbreviations. Ability to spell and understand commonly used terms, preferred.
Ability to function effectively and interact positively with patients, peers and providers at all times.
Ability to access, analyze, apply and adhere to departmental protocols, policies and guidelines.
Ability to provide verbal and written instructions.
Demonstrates understanding and adherence to compliance standards.
Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff:
Ability to communicate effectively in verbal and written form.
Ability to actively listen to callers, analyze their needs and determine the appropriate action based on the customer's needs.
Ability to maintain a calm and professional demeanor during every interaction.
Ability to interact tactfully and show empathy.
Ability to communicate and work effectively with the physical and emotional development of all age groups.
Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line.
Ability to document per procedural template requirements, gather pertinent information and enter data into computer while talking with callers.
Ability to utilize third party payer/insurance portals to identify insurance coverage and eligibility; detailed knowledge of insurance providers, their portals and their expectations for authorization approval for referral services/appointments.
Ability to function effectively in an environment where it is necessary to perform several tasks simultaneously, and where interruptions are frequent.
Ability to organize and prioritize work.
Ability to multitask while successfully utilizing varying computer tools and software packages, including:
Utilize multiple monitors in facilitation of workflow management
Scanning and electronic faxing capabilities
Electronic Medical Records
Telephone software systems
Microsoft Office Programs
Ability to successfully navigate and utilize the Microsoft office suite programs.
Ability to work in a fast-paced environment while handling a high volume of inbound calls.
Ability to meet or exceed department performance standards for Registration Quality, Productivity and Collections.
Ability to speak, spell and utilize appropriate grammar and sentence structure.

Nice To Haves

Knowledge of medical terminology and abbreviations. Ability to spell and understand commonly used terms, preferred.

Responsibilities

Responsible for inbound and outbound scheduling, pre-registration, insurance verification, registration, check-in (admission of patients), estimates, payment collections, check-out, and scheduling in-person for services supported by their department
Scheduling services for hospital and clinic services.
Confirms referrals received for services are complete and accurate.
Uses EPIC to gather necessary scheduling information such as patient acuity using snap board to view scheduling regimens, referral and patient WQ's or ancillary orders to ensure timely throughput.
Proficient in complex scheduling; requiring coordination of multiple resources external to EPIC; i.e. ensuring pre-requisites are completed (such as labs, films and medical history), appropriate clinical resources are available.
Coordinates requests for additional information from referring offices as required for complete and accurate scheduling and reimbursement.
Confirms services provided at Valley will be covered by patient's insurance and if we are out of network, informs patient benefit limitations.
Responsible for patient appointment check-in process including confirming that patient is financially cleared to be seen for appointment, patient information is up to date, directing patient to appointment, and answering any questions patient may have while waiting to be seen by provider.
Generates patient estimates and follows Point of Service (POS) Collections Guidelines to determine patient liability on or before time of service. Accepts payment on accounts with Patient Financial Responsibility (PFR) as well as any outstanding balances, documents information in HIS and provides a receipt for the amount paid.
Prior to services, confirms the account meets financial clearance criteria, if unable to financially clear the account, refers to FA or management for assistance.
Completes the MyChart Scheduling process for appointment requests and direct scheduled appointments.
Utilizes patient and referral WQ's to ensure accounts are actively worked and documentation is complete.
Schedules per department protocols
Responsible for organizing and prioritizing work as outlined in department standard workflows.
Meet defined targets for productivity and key performance indicators including POS collections and pre-registration
Receives, distributes, and responds to mail for work area, including checking referral WQ's, Aspect, Epic In - Basket and faxes according to department standards.
Delivers Excellent customer service throughout each interaction.
Provides first call resolution, whenever possible.
Acknowledge if patient is upset and de-escalate using key words and providing options for resolution.
Identify and assess patients' needs to determine the best action for each patient. This is done through active listening and asking questions to determine the best path forward.
Adheres to Valley Medical Center's Patient Identification guidelines utilizing Patients Are First principals to select the appropriate patient record or create a new electronic record.
Applies VMC registration standards to ensure patient records are accurate and up to date.
Ensures accurate and complete insurance registration through the scheduling process, including Verifies insurance eligibility or updates that may be needed.
Reviews patient and referral work queues for incomplete work and resolves errors prior to patient arrival.
Scans copies of appropriate documentation; including, but not limited to, photo ID, insurance cards, patient referral or authorization information.
Monitor office supplies and equipment, keeping person responsible for ordering updated.
Other duties as assigned.