Patient Access Rep II- Oncology

Fisher-Titus Medical Center•Norwalk, OH

About The Position

The Patient Access Representative II provides customer service coverage for Fisher-Titus’s Oncology Department and is responsible for supporting successful financial outcomes for patient services. Duties include appointment scheduling, registration, insurance verification, telephone coverage, data entry, filing protected health information, patient referrals, and point-of-service collections while maintaining patient relations and customer satisfaction. Employees in this role may serve as trainers and superusers. The role requires a high school diploma or GED and at least three years of experience in a healthcare environment, along with three to five years of customer service, administrative, and/or data entry experience. An associate degree in healthcare administration, business administration, or a related field and knowledge of database software are desired. The position requires strong customer service, teamwork, conflict resolution, time management, communication, organizational, planning, coordination, and collaboration skills, as well as comfort using computer systems and Microsoft Office. The position follows Fisher-Titus’s standards for patient privacy, safety, professionalism, regulatory compliance, and service. It includes participation in required education and training, staff meetings, and monthly rounding. The work involves a mix of sitting and standing or walking, with occasional bending, squatting, reaching, lifting, carrying, pushing, and pulling. Fine motor function, gross motor function, adequate vision, and hearing normal conversation are also specified.

Requirements

High school diploma or GED required.
At least 3–5 years of customer service, administrative, and/or data entry experience required.
At least 3 years of experience in a healthcare environment required.
Customer service, teamwork, and conflict resolution skills.
Efficient time management skills and ability to multitask.
Excellent written, oral, and interpersonal communication skills.
Demonstrated organization, planning, coordinating, and collaboration skills.
Strong understanding of and comfort with computer systems and Microsoft Office.
Ability to maintain patient privacy and confidentiality and follow applicable safety, security, and regulatory requirements.

Nice To Haves

Associate degree in healthcare administration, business administration, or a related field.
Knowledge of database software applications.

Responsibilities

Promptly field or direct incoming calls, respond to patient and staff inquiries, and initiate patient triage slips when necessary.
Coordinate and accurately record appointment times and maintain records of scheduled, cancelled, and changed appointments to prevent over- or under-booking.
Prepare registration and admission forms for patients to complete upon arrival.
Greet and treat patients and staff respectfully and discreetly, maintaining customer service and patient satisfaction.
Gather and verify confidential health and financial information using computer software to support payment for authorized services.
Enter new patient data, verify and update patient records, confirm electronic medical record completeness, make changes as needed, and file records according to Fisher-Titus’s filing system.
Comply with organizational, state, and federal patient privacy and confidentiality requirements, including HIPAA.
Verify insurance eligibility and benefits within required timeframes and obtain pre-authorizations from third-party payers according to payer requirements.
Verify medical necessity according to CMS standards and communicate relevant coverage and eligibility information to patients.
Identify patients who need Medicare Advance Beneficiary Notices of non-coverage and maintain accurate authorization records in the electronic health record.
Apply knowledge of insurance protocols for referrals, co-payments, and deductibles.
Maintain a safe environment and demonstrate knowledge of safety policies and procedures.
Maintain professionalism in appearance, speech, and conduct and provide services in accordance with applicable regulations and organizational standards.
Assist with training, monitoring, and distribution of training materials.
Complete other assigned duties, including clerical responsibilities.
Attend mandatory and department-specific education and training, staff meetings, and monthly rounding with the manager.
Maintain confidentiality of hospital, patient, employee, and operational information.
Follow safety and security policies, including exposure control plans and precautions for bloodborne and airborne pathogens.
Support patient rights, privacy, dignity, well-being, safety, regulatory compliance, and a work environment free from harassment and discrimination.
Use active listening, AIDET communication, HEART service recovery, service etiquette, and compassionate communication; adjust communication to patients’ needs and diversity.
Follow safety guidelines, report or address unsafe conditions, and contribute to efficient, effective, and purposeful work and care.