PAS Representative I - PRN - Williston

McKenzie Health•Williston, ND

18d•Onsite

About The Position

Under the direction of the Patient Access Supervisor or designated team leader, the Patient Access Registration Representative I is an entry-level member of the Patient Access Services team. The role develops proficiency in assigned Patient Access functions and provides accurate, timely, customer-focused patient access services. Responsibilities include registration, pre-registration, patient check-in, financial clearance, insurance verification, work queue management, and related administrative functions in accordance with established procedures, organizational standards, and payer requirements. The representative is a frontline representative of McKenzie Health and helps create a positive patient experience while maintaining confidentiality, productivity, and compliance. Assignments may cover different Patient Access areas depending on department needs, training, and demonstrated competency, including hospital or outpatient registration, emergency department registration, outpatient surgery and special procedures, observation/inpatient registration, insurance verification, financial collections, customer service or information desk functions, telephone support, and scheduling support. There are no supervisory responsibilities.

Requirements

High school diploma or GED required.
Excellent interpersonal, customer service, verbal, and written communication skills.
Strong attention to detail and commitment to accuracy.
Ability to accurately collect, enter, verify, and maintain patient demographic, insurance, financial, and clinical information.
Ability to protect confidential patient information and consistently follow HIPAA and privacy requirements.
Ability to understand and apply insurance eligibility, benefits, authorization, and patient financial responsibility requirements.
Ability to work Patient Access work queues accurately and within established timeframes.
Ability to recognize routine registration, insurance, financial, authorization, and patient access issues and seek assistance or escalate issues outside established procedures or scope.
Ability to prioritize multiple tasks and manage competing demands in a fast-paced healthcare environment.
Ability to work independently on assigned responsibilities and effectively as part of a team.
Ability to learn and use electronic health records, registration and scheduling systems, telephone systems, and other computer applications.
Proficient computer skills, including navigating multiple applications and accurately entering information.
Ability to maintain professionalism and composure in interactions, including difficult or sensitive situations.
Commitment to meeting productivity, quality, customer service, and compliance expectations.
Ability to accept feedback, participate in coaching, and continuously develop knowledge and skills.
Ability to sit, stand, walk, reach, bend, use hands and fingers, communicate verbally, and hear effectively; work at a computer for extended periods; move throughout assigned work areas; and lift, move, push, or pull at least 15 pounds.
Required Patient Access training and competencies must be completed within established departmental timeframes.

Nice To Haves

Previous healthcare, hospital, medical office, customer service, registration, scheduling, financial services, or related experience.
At least one year of healthcare or customer service experience.
Experience with electronic health records, scheduling systems, registration systems, or other healthcare-related computer applications.
Knowledge of medical terminology.

Responsibilities

Perform accurate and timely pre-registration, registration, admission, and patient check-in for hospital and outpatient services according to established procedures.
Verify and update patient demographic, insurance, guarantor, and financial information in the electronic health record and other applicable systems.
Verify insurance eligibility, benefits, authorization requirements, and other payer requirements as applicable to the assigned area and training.
Obtain and document required patient information and supporting documentation in accordance with departmental and organizational standards.
Collect applicable copayments, deductibles, coinsurance, deposits, and other patient financial responsibilities according to established policies and procedures.
Explain financial responsibility, payment expectations, and available financial assistance resources to patients, and refer patients to Financial Counseling when appropriate.
Review registration information for completeness and accuracy, correcting routine errors or missing information as appropriate.
Monitor and work assigned Patient Access work queues by reviewing, researching, resolving, documenting, and prioritizing accounts according to workflows, patient needs, and departmental priorities.
Assist with overflow telephone calls and other Patient Access call activity, providing accurate information and directing calls appropriately.
Assist with scheduling calls and scheduling-related functions as trained and assigned, accurately documenting appointments and patient information.
Communicate with patients, families, physicians, clinical departments, payers, and other healthcare team members to facilitate timely access and efficient patient flow.
Coordinate with clinical and service delivery areas when registration, insurance, authorization, financial, or other access issues may affect an appointment or service.
Recognize issues outside established procedures or the role's scope and escalate them to the appropriate leader or resource.
Maintain knowledge of applicable Patient Access policies, procedures, payer and regulatory requirements, organizational standards, systems, and electronic health record workflows.
Protect patient confidentiality and comply with HIPAA, privacy regulations, patient rights, and organizational confidentiality policies.
Provide customer service using organizational standards such as AIDET; take ownership of concerns and interact professionally, respectfully, and compassionately.
Maintain a professional appearance and work environment in accordance with organizational policies.
Meet departmental productivity and quality expectations for registration, work queues, telephone activity, scheduling support, and other assigned responsibilities.
Participate in quality assurance activities and meet applicable Patient Access quality measures, which may include registration, insurance verification, authorization, financial clearance, work queue, documentation, and patient identification accuracy.
Review quality and productivity results with leadership and participate in coaching, education, and performance improvement activities as needed.
Identify recurring errors, workflow concerns, and opportunities for improvement and communicate them to the appropriate leader.
Complete required training, demonstrate competency in assigned functions, and work toward internal qualification to progress to Patient Access Representative II.
Support different Patient Access areas and adjust to workload, staffing, patient volume, and departmental priorities.
Promote effective working relationships and collaborate with the Patient Access and broader healthcare team.
Perform other duties as assigned; McKenzie Health may assign, reassign, or eliminate duties and responsibilities as necessary.