Patient Access Rep - Registration Unit - Full Time 8 Hours Day (11:30 am to 8:00 pm) (Union, Non-Exempt)

University of Southern California

21h•$26 - $35•Onsite

About The Position

Under the direction of the Admitting Manager, the Patient Access Representative interviews incoming inpatient, outpatient, and emergency department patients to collect pertinent admission information and produce complete, accurate admission records, including medical record, demographic, and financial information. The role answers admissions inquiries, collects deposits or payments, interacts with nursing units and ancillary departments, and directs patients and guests around the hospital. The position requires cross-training and work across Inpatient, Outpatient, Bed Board, and Emergency Room areas. Patient Access Representatives provide patient-centered service, protect confidential information and patient valuables, complete electronic medical records and required paperwork, obtain advance directive information and signatures, explain financial responsibilities, and make payment arrangements when needed. The role also supports training, safety, teamwork, and the organization-wide Performance Improvement Program. Staff must meet registration productivity and accuracy standards, complete assigned courses and competencies, and be available to meet departmental staffing needs.

Requirements

High school diploma or equivalent.
At least 2 years of customer service experience.
BLS certification, or provide a BLS certificate within 30 days of hire; certification must be maintained annually.
M.A.B. certification; new hires must obtain it within 6 months of hire.
Ability to push a wheelchair.
Comfort working with sick patients and ability to summon medical assistance when needed.
Ability to work and cross-train in Inpatient, Outpatient, Bed Board, and Emergency Room areas.
Availability for overtime, holidays, and shift changes to meet departmental staffing needs.

Responsibilities

Acknowledge patients and guests and respond promptly, cordially, and completely to their requests.
Maintain professional dress, grooming, and hygiene, and demonstrate tact, discretion, concern, and sensitivity to patient rights.
Assist in training new employees.
Document financial arrangements in patient account notes and notify the Admitting Manager or Business Office Manager about problem accounts requiring special attention.
Promote patient safety, report unsafe conditions, and uphold high service standards with patients’ needs as the first priority.
Work and cross-train in Inpatient, Outpatient, Bed Board, and Emergency Room areas.
Direct patients and guests to appropriate hospital destinations and provide directions within the facility.
Provide patient care support during registration, including summoning medical assistance when needed, and monitor patient valuables according to hospital policy.
Comply with HIPAA, EMTALA, the Fair Debt and Collection Practices Act, Medicare Secondary Payer requirements, and other laws and regulations governing Patient Financial Services.
Stay informed about PPO, HMO, Medicare, Medi-Cal, and indigent service program requirements for timely claims processing.
Complete patients’ electronic medical records and send required paperwork to the proper destination in a timely manner.
Obtain and accurately record Advance Directive information for inpatient, ER, OPS, and bed patients, including information on the Conditions of Admission.
Discuss patients’ financial responsibilities, collect deposits from self-paying patients and required insurance co-payments, and make financial arrangements when patients cannot pay at the time of service; complete promissory notes when necessary.
Collect and verify information needed for complete, accurate admission records, including medical record numbers, current patient data, insurance and identification cards, authorizations, signatures, insurance details, and demographic information.
Participate in the organization-wide Performance Improvement Program, including orientation, education, quality control, and quality planning activities.
Explain consent, advance directive, and other required forms clearly so patients understand their contents before signing.
Register at least 20 patients per shift, complete registrations within the department’s 20-minute standard, and maintain an account accuracy rate of at least 80%.
Complete and print shift logs in the Emergency Department.
Complete and demonstrate the required courses within the applicable timeframe and, for current employees, pass competency testing every two years.
Promote unity and teamwork with coworkers and other departments, protect confidential information at and away from the facility, and perform other assigned duties.
Meet department staffing needs and be available for overtime, holidays, and shift changes.