Patient Access Rep II

Emory Healthcare•Tucker, 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 standards and regulatory requirements, and communicates financial policies and patient liability. The representative supports patients, guarantors, and families with insurance questions, refers uninsured patients and others needing early intervention to financial counseling as appropriate, and escalates unresolved benefit concerns to a Financial Counselor. The position requires a self-motivated individual with strong time-management skills who can work in a fast-paced, high-volume environment while maintaining confidentiality and professional communication.

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.
Demonstrated time-management ability and ability to handle high patient volumes and a fast pace.

Nice To Haves

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

Responsibilities

Coordinate, prioritize, and complete 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 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 patients and the hospital.
Inform patients of financial liability, communicate hospital financial policies, attempt to collect liability, and document when it is not collected.
Identify patients requiring early financial counseling and refer uninsured patients to a financial counselor as appropriate.
Assist patients, guarantors, and families with insurance questions and escalate unaddressed benefit concerns to the department Financial Counselor.
Maintain confidentiality of patient, employee, and other protected information.
Maintain understanding of insurance, registration, scheduling, referrals, authorizations, account follow-up, and Patient Access system applications.
Adhere to state and federal regulations and guidelines, including EMTALA, CMS, HIPAA, and JCAHO.
Communicate issues and concerns constructively and professionally, respond to verbal and written requests in a timely manner, and contribute ideas for improvement.
Search the database to determine whether a patient is new or established and reconfirm the patient's date of birth and legal name spelling.
Obtain required signatures, including releases of information, and scan appropriate documents, patient identification, and insurance cards.
Complete registration by verifying information and insurance for established patients or entering information for new patients before discharge.
Distribute registration paperwork according to departmental procedures and schedule procedures or follow-up appointments.
Maintain the department's monthly assurance accuracy rate and established productivity, quality, and collection standards.