Patient Access Rep- Float

Shenandoah Medical Center•Shenandoah, IA

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 representative will be responsible for creating and verifying patient accounts through face-to-face, telephone, or bedside interviews, ensuring accurate demographic and insurance information is collected. Key aspects include active listening, demonstrating warmth and concern, identifying and reporting issues, mentoring new staff, and collaborating with an inter-disciplinary team. The role also requires maintaining knowledge of policies and procedures, complying with regulatory requirements (OSHA, JCAHO, HIPAA), and understanding trauma system protocols. Exceptional customer service, public relations, and acting as a resource for patients, families, and staff are crucial. This includes answering phones professionally, assisting with administrative duties, and resolving patient account issues. The position may also involve performing duties beyond the standard description in emergencies and other assigned tasks.

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.
Collaboration and inter-disciplinary team approach skills.
Ability to act as an advocate for patients and families.
Ability to gather data accurately, efficiently, and timely.
Ability to properly re-identify patients and place armbands.
Working knowledge of policies and procedures.
Ability to comply with departmental, organizational, regulatory, and agency needs.
Knowledge and critical thinking to apply policy and procedure equitably.
Ability 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.
Ability to fulfill roles and responsibilities of a trauma team member.
Willingness to perform duties beyond the description in emergencies.
Exceptional customer service skills.
Ability to maintain 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.
Ability to perform other duties as assigned.

Responsibilities

Communicate professionally and courteously with patients and team members.
Complete tasks effectively and efficiently to promote customer service and patient safety.
Perform account creation and registration tasks accurately via face-to-face, telephone, or bedside interviews.
Actively listen to understand conveyed information and show genuine warmth, care, and concern.
Identify, document, and report exceptions, errors, complaints, and critical issues to management.
Mentor new staff members as assigned.
Collaborate with an inter-disciplinary team, advocating for patients and families.
Gather all defined data accurately, efficiently, and timely 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.
Utilize knowledge and critical thinking to apply policy and procedure equitably.
Promote a secure environment for patient 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.
Participate in accordance with the Trauma Team Activation Policy/Protocol and fulfill roles of a trauma team member.
Perform job duties above and beyond the description in the event of an emergency.
Provide exceptional customer service support and ensure outstanding public relations.
Serve as a resource for patients, families, 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 to investigate and resolve patient account issues.
Perform other duties as assigned.