Patient Access Representative II - Admissions

ECU Health Medical Center•Greenville, NC

1d•$18 - $24

About The Position

The Patient Access Representative II is responsible for creating a positive first impression of ECU Health’s services for patients, families, and external customers. The role supports scheduling, registration, and insurance verification for outpatient and inpatient services by collecting accurate demographic, financial, and clinical information and securing authorizations for procedures. The representative serves as a primary liaison for patients receiving professional and hospital services at ECU Health. The position also serves in a lead and coaching capacity within the department. Responsibilities include supporting new staff, providing focused training, monitoring reports and work queues, giving management feedback about workflow issues, and assisting with departmental goals, initiatives, special projects, and reports. The schedule is 20 hours per week, Monday through Friday, from 5:00 a.m. to 10:00 a.m.

Requirements

High school diploma or GED or higher.
One to two years of registration and/or billing experience in a healthcare setting.
Three to five years of customer service experience.
Insurance verification experience.
Excellent written and oral communication, attention to detail, organization, and multitasking skills.

Nice To Haves

Associate degree preferred.
Bachelor’s degree preferred.
Experience with EPIC and medical office workflows.
Experience with Microsoft Office and PC-based applications, including Outlook, Word, and Excel.

Responsibilities

Interact with physicians and physician office staff to obtain diagnosis, procedure details, and authorization information as needed.
Receive procedure scheduling requests and use Cadence to schedule according to physician orders.
Obtain diagnosis and procedure information from patients, clinical departments, or physician offices to conduct ABN/Medical Necessity screening when required.
Coordinate the certification process, including initial and extended-stay authorizations, with physician office staff and utilization review or case management.
Resolve insurance verification and financial clearance issues before or during hospital services by contacting insurers or third-party payers about eligibility and benefits and initiating appeals when necessary.
Interview patients in person or by phone to obtain scheduling or registration information.
Handle incoming calls and use judgment to schedule callers for the correct procedure and service area; receive scheduling requests from patients, physicians, and physician office staff.
Collect and enter accurate demographic, financial, and clinical information into the electronic health record to complete hospital registration.
Provide timely, thorough information to providers and other customers who use patient data.
Review registration accounts for accuracy to support appropriate hospital reimbursement.
Obtain required signatures on consent forms, HIPAA forms, Observation Notices, Important Messages from Medicare, and other forms required by hospital policy.
Explain financial obligations, negotiate deposits and payment arrangements, and attempt to collect copayments or other uninsured balances from patients or guarantors.
Verify insurance benefits using Passport, internet applications, or calls to insurance carriers; obtain authorizations and precertification for applicable visits.
Ensure required documents, including consent forms, precertification documents, benefits information, and insurance card copies, are scanned into the correct patient EHR.
Cross-train to perform other functions within the division as assigned.
Coach new registration staff as assigned and provide focused training to individuals identified by the Team Lead or Supervisor.
Provide management with feedback about issues affecting departmental workflow.
Ensure scheduling and registration reports and work queues are addressed by staff.
Assist management with special projects and reports.
Serve in a lead capacity for departmental goals and initiatives.
Perform other duties as assigned.