Patient Access Rep- Float

Shenandoah Medical Center•Shenandoah, IA

6d•Onsite

About The Position

This role involves communicating professionally and courteously with patients and team members to provide high-quality customer service, ensure patient safety, and facilitate patient care. The position requires performing account creation and registration tasks accurately and efficiently, utilizing knowledge of policies and procedures, and providing exceptional customer service. The role also involves acting as a resource for patients and staff, maintaining a secure environment for protected health information, and complying with regulatory requirements. Flexibility is expected, including potential performance of duties beyond the standard description in emergencies and mentoring new staff.

Requirements

Professional and courteous communication skills.
Ability to complete tasks effectively and efficiently.
Ability to obtain complete and accurate demographic and insurance information.
Active listening skills.
Ability to convey genuine warmth, care, and concern.
Willingness to assist patients, customers, and peers.
Ability to identify, document, and report exceptions, errors, complaints, and critical issues.
Ability to mentor new staff members.
Ability to collaborate with an inter-disciplinary team.
Ability to gather data accurately and efficiently.
Knowledge of departmental databases.
Ability to properly re-identify patients and place armbands.
Working knowledge of policies and procedures.
Knowledge and critical thinking to apply policy and procedure equitably.
Understanding of how to promote a secure environment for PHI.
Compliance with OSHA, JCAHO, and HIPAA regulations.
Understanding of the Iowa Trauma System Community Level and Emergency Care Facility Categorization Criteria.
Ability to participate in Trauma Team Activation Policy/Protocol.
Ability to fulfill roles and responsibilities of a trauma team member.
Ability to perform duties beyond the description in emergencies (within scope of practice/knowledge).
Exceptional customer service support skills.
Ability to ensure outstanding public relations.
Ability to serve as a resource for patients, families, management, and staff.
Ability to provide accurate information.
Professional telephone etiquette.
Ability to assist with administrative duties.
Effective communication skills for issue resolution.

Responsibilities

Communicate professionally and courteously with patients and team members.
Perform account creation and registration tasks accurately and efficiently via face-to-face, telephone, or bedside interviews.
Obtain complete and accurate demographic and insurance information.
Listen actively and convey genuine warmth, care, and concern.
Identify, document, and report exceptions, errors, complaints, and critical issues to the Manager.
Mentor new staff members as assigned.
Collaborate with an inter-disciplinary team, acting as an advocate for patients and families.
Gather all required data accurately and efficiently using departmental databases.
Properly re-identify patients and place armbands upon completion of account creation/verification.
Maintain and demonstrate working knowledge of policies and procedures to comply with departmental, organizational, regulatory, and agency needs.
Apply policy and procedure equitably to all patients and customers using knowledge and critical thinking.
Promote a secure environment for the procurement of patient’s protected health information (PHI).
Comply with regulatory requirements such as OSHA, JCAHO, and HIPAA.
Understand the Iowa Trauma System Community Level and Emergency Care Facility Categorization Criteria and participate in accordance with the Trauma Team Activation Policy/Protocol.
Fulfill the roles and responsibilities of a trauma team member.
Perform job duties above and beyond the description in the event of an emergency (within scope of practice/knowledge).
Provide exceptional customer service support.
Ensure outstanding public relations.
Serve as a resource for patients, families, hospital management, and staff.
Provide accurate information to all customers by phone or other communication media.
Answer telephone calls and related questions professionally, with patience and maturity.
Assist with administrative duties.
Communicate effectively with department contacts, patients, and management to resolve patient account issues.
Perform other duties as assigned.