Patient Access Rep II

Emory Healthcare•Decatur, GA

3d•$19 - $23

About The Position

A Patient Access Rep II assists with coordinating, prioritizing, and completing front-end patient registration activities from pre-registration through discharge in the Patient Access Services Department. The representative verifies insurance and ensures requirements are met, completes registrations according to departmental standards and applicable policies, and helps patients understand and address financial liability. The role supports patients, guarantors, and families with insurance questions and escalates unresolved benefit concerns to a Financial Counselor. The position requires a self-motivated individual who can manage time effectively in a fast-paced, high-volume environment. The representative maintains knowledge of insurance, registration, scheduling, referrals, authorizations, account follow-up, and multiple department system applications. The role also requires confidentiality and adherence to state and federal regulations and professional guidelines, including EMTALA, CMS, HIPAA, and JCAHO guidelines. The schedule is Saturday and Sunday, 7:00 a.m.–6:30 p.m. Physical requirements include lifting and carrying up to 25 pounds, varying amounts of standing and walking, occasional sitting, and close visual work such as computer use, typing, reading, and writing. Environmental exposures may vary by assigned work area and tasks and can include blood-borne pathogens, biohazardous waste, chemicals, communicable diseases, electrical shock, varied floor surfaces and temperatures, indoor and outdoor conditions, latex, radiation, and patient-care or handling injuries. Personal protective equipment, including respirators, may be used. Travel may be required.

Requirements

High school diploma or equivalent.
At least two years of healthcare-related or customer service experience, unless an associate or bachelor's degree is accepted in lieu of experience.
Typing speed of at least 35 words per minute.
Good communication skills.
Ability to manage time and handle high patient volumes in a fast-paced environment.
Maintain knowledge of insurance, registration, scheduling, referrals, authorizations, account follow-up, and department system applications.
Adhere to applicable state and federal regulations and guidelines, including EMTALA, CMS, HIPAA, and JCAHO.
Ability to lift and carry up to 25 pounds and perform the physical activities described for the position.

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 financial liability and attempt to collect amounts due; document responses when amounts are 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.
Communicate identified issues and concerns professionally and constructively; respond promptly and appropriately to verbal and written requests.
Participate in generating ideas and solutions for improvements.
Search the database accurately to determine whether a patient is new or established.
Obtain required signatures for release of information and other registration documents in accordance with policy and procedure.
Verify information and insurance for established patients or enter information for new patients before discharge.
Reconfirm the patient's date of birth and the legal spelling of the patient's name.
Obtain appropriate signatures and scan required documents, including registration agreements, privacy notices, and Medicare notices.
Scan patient identification and insurance cards.
Distribute registration paperwork according to departmental procedures.
Schedule procedures and follow-up appointments.
Communicate hospital financial policies to patients.
Maintain the monthly assurance accuracy rate and departmental productivity, quality, and collection standards.