Patient Access Representative II

Emory Healthcare•Atlanta, GA

2d•$19 - $23

About The Position

The Patient Access Representative II coordinates, prioritizes, and completes front-end patient registration activities, from pre-registration through discharge, within the Patient Access Services Department. The role verifies insurance and registration information, ensures applicable requirements are met, communicates financial policies and patient liability, and supports accurate, timely registration in accordance with departmental protocols and regulatory requirements. This position serves patients, guarantors, and families by answering insurance questions, arranging referrals to financial counselors when appropriate, and escalating unresolved insurance benefit concerns. The representative works in a fast-paced, high-volume environment, maintains confidentiality, communicates issues professionally, and contributes ideas for process improvement. Duties and environmental conditions may vary by assigned work area and tasks; travel may be required.

Requirements

High school diploma or equivalent.
At least 2 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.

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 and other requirements are met before or on the date of service.
Accurately complete registrations 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 reduce financial risk to patients and the hospital.
Inform patients of their financial liability, attempt to collect amounts due as appropriate, and document responses when payment is not collected.
Identify patients needing 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 Patient Access system applications.
Follow applicable state and federal regulations and guidelines, including EMTALA, CMS, HIPAA, and JCAHO.
Communicate identified issues and concerns constructively and professionally, respond promptly to verbal and written requests, and participate in developing improvement ideas and solutions.
Search databases to determine whether a patient is new or established.
Obtain required release-of-information signatures in accordance with policy and procedures.
Verify information and insurance for established patients or enter information for new patients before discharge.
Reconfirm patients' dates of birth and the legal spelling of their names.
Obtain appropriate signatures and scan required documents, including registration agreements, privacy notices, and Medicare messages.
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 department's required monthly assurance accuracy rate and established productivity, quality, and collection standards.