Patient Access Rep II- Oncology

Fisher-Titus Health•Norwalk, OH

4d•Onsite

About The Position

The Patient Access Representative II provides customer service coverage for Fisher-Titus's Oncology Department and is responsible for supporting successful financial outcomes for patient services. The role includes appointment scheduling, registration, insurance verification, telephone coverage, data entry, filing protected health information, patient referrals, and point-of-service collections while maintaining patient relations and customer satisfaction. Employees may also act as trainers and superusers. The position works with patients and staff to coordinate appointments, prepare registration materials, collect and verify confidential health and financial information, and maintain accurate electronic medical records. It verifies insurance eligibility, benefits, and medical necessity; obtains pre-authorizations; communicates coverage information; and maintains authorization records. The representative follows patient privacy, safety, regulatory, and organizational standards, and may perform training and other clerical duties.

Requirements

High school diploma or GED required.
At least 3–5 years of customer service, administrative, and/or data entry experience required.
At least 3 years of experience in a healthcare environment required.
Customer service, teamwork, and conflict resolution skills.
Efficient time-management skills and ability to multitask.
Excellent written, oral, and interpersonal communication skills.
Demonstrated organization, planning, coordinating, and collaboration skills.
Strong understanding of and comfort with computer systems and Microsoft Office.

Nice To Haves

Associate's degree in healthcare administration, business administration, or a related field.
Knowledge of database software applications.

Responsibilities

Field or direct incoming calls, respond to patient and staff inquiries, and initiate patient triage slips when necessary.
Coordinate and accurately record appointments and maintain records of scheduled, cancelled, and changed appointments to prevent over- or under-booking.
Ensure registration and admission forms are ready for patients upon arrival.
Provide respectful, discreet customer service to patients and staff.
Gather and verify confidential health and financial information and use computer software to support payment for authorized services.
Enter new patient data, verify and update patient records, confirm electronic medical record completeness, make necessary changes, and file records according to the organization's filing system.
Comply with organizational, state, and federal patient privacy and confidentiality requirements, including HIPAA.
Verify insurance eligibility and benefits within required timeframes and obtain third-party payer pre-authorizations in accordance with payer requirements.
Verify medical necessity according to CMS standards and communicate relevant coverage and eligibility information to patients.
Identify patients who need Medicare Advance Beneficiary Notices and maintain accurate authorization records in the electronic health record.
Apply knowledge of insurance protocols for referrals, co-payments, and deductibles.
Maintain a safe environment and follow safety policies and procedures.
Ensure services are provided in accordance with state and federal regulations and organizational standards.
Assist with training, monitoring, and distributing training materials.
Complete other assigned duties, including clerical responsibilities.
Attend mandatory and department-specific education and training, staff meetings, and monthly rounding with the manager.
Maintain professional appearance and conduct, wear a photo identification badge, and protect confidential hospital and patient information.
Support patient rights, privacy, dignity, safety, quality assurance, regulatory compliance, and a workplace free from harassment and discrimination.
Communicate compassionately, listen actively, use AIDET and HEART service recovery techniques, demonstrate service etiquette, respect patient diversity, and manage expectations of care.
Follow safety guidelines, report unsafe conditions, and contribute to efficient, effective, and purposeful work and care delivery.