Patient Access Rep II

Emory Healthcare•Atlanta, GA

2d•$19 - $23

About The Position

The Patient Access Rep II coordinates, prioritizes, and completes front-end patient registration activities from pre-registration through discharge in the Patient Access Services Department. The role verifies insurance and ensures requirements are met, completes registrations according to departmental protocols and applicable policies, and supports accurate and timely registration, scheduling, and financial processes. The representative contacts patients to pre-register or confirm appointments; communicates hospital financial policies and patient financial liability; collects amounts due when appropriate; identifies patients needing early financial counseling; and refers uninsured patients to a financial counselor as appropriate. The role also assists patients, guarantors, and families with insurance questions and escalates unresolved benefit concerns to the department Financial Counselor. The position requires effective time management and the ability to work in a fast-paced, high-volume setting. The representative maintains knowledge of insurance, registration, scheduling, referrals, authorizations, account follow-up, and Patient Access system applications. The role adheres to applicable state and federal regulations and maintains confidentiality of patient, employee, and other protected information.

Requirements

High school diploma or equivalent.
At least 2 years of healthcare-related or customer service experience; an associate or bachelor's degree may be accepted in lieu of experience.
Typing speed of at least 35 words per minute.
Good communication skills.
Ability to manage time, work independently, and handle high patient volumes in a fast-paced environment.
Ability to maintain confidentiality and follow applicable policies, procedures, and regulations.

Nice To Haves

Knowledge of Medicare, Medicaid, and commercial payers, including HMO and PPO plans.
Certified Healthcare Access Associate (CHAA) certification.

Responsibilities

Coordinate, prioritize, and complete front-end patient registration activities from pre-registration through discharge.
Verify patient insurance and ensure insurance requirements are met before or on the date of service.
Complete patient registrations accurately according to departmental protocols, standards, policies, procedures, and regulatory requirements.
Call patients to pre-register or confirm appointments.
Prioritize work to support optimal reimbursement and avoid financial risk to the patient and hospital.
Inform patients of their financial liability and make appropriate attempts to collect amounts due; document when payment is not collected.
Identify patients who need early financial counseling and refer uninsured patients to a financial counselor as appropriate.
Assist patients, guarantors, and families with insurance questions and escalate unresolved insurance benefit concerns to the department Financial Counselor.
Maintain confidentiality of patient, employee, and other protected information.
Maintain knowledge of insurance, registration, scheduling, referrals, authorizations, account follow-up, and department system applications.
Adhere to state and federal regulations and applicable guidelines, including EMTALA, CMS, HIPAA, and JCAHO guidelines.
Communicate issues and concerns constructively and professionally, respond to verbal and written requests in a timely manner, and participate in improvement ideas and solutions.
Search the database accurately to determine whether a patient is new or established.
Obtain required releases and signatures in a timely manner and scan appropriate registration documents, patient identification, and insurance cards.
Verify established-patient information and insurance or enter new-patient information before discharge; reconfirm date of birth and legal spelling of the patient's name.
Distribute registration paperwork according to departmental procedures.
Schedule procedures and follow-up appointments.
Maintain the department's required monthly assurance accuracy rate and established productivity, quality, and collections standards.
Perform duties in support of the EHC Patient Access Mission Statement.