Patient Access Representative Registry

American Addiction Centers

6d•$21 - $31•Hybrid

About The Position

This role is responsible for creating the initial electronic health record, preventing duplicate records, and ensuring patient safety through positive identification. The Patient Access Representative checks in and registers patients, verifies demographic and insurance information, and collects co-pays. They maintain patient confidentiality in accordance with HIPAA, understand insurance basics, and identify when financial responsibility statements are needed. The role also involves ensuring compliance with government regulations such as HIPAA, EMTALA, and others, obtaining necessary signatures, and potentially scheduling appointments. Additionally, they create a welcoming environment, provide customer service, answer phones, and manage electronic health record work queues.

Requirements

High School Graduate.
Demonstrate the Advocate Health purpose, values and behaviors.
Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work.
Must be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision.
Strong attention to detail and accuracy.
Excellent customer service skills in a variety of situations.
Must have excellent service recovery skills.
Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor.
Strong understanding and comfort level with computer systems.
Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology.
Understanding of basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process.
HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations.
Ability to handle sensitive and confidential information according to internal policies.
General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers.
Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
Excellent organizational skills.
Demonstrated ability to effectively act as a resource to other staff.
Responds quickly to patient medical status and emergency situations occurring in clerical areas.
CPR certification may be required based on service location.
Notary training/licensure may be required as appropriate for service line and/or facility.
Operates all equipment necessary to perform the job.
Exposed to a normal office environment with significant patient and public contact.
May be exposed to ill or contagious patients.
Must be able to transition from sitting to standing frequently.
Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday.
Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more.
Must be able to push/pull up to 50 lbs. with assistance.
Escorts patients to nursing units or outpatient departments as necessary.
Sensory requirements include vision, hearing and touch.
Must also be able to speak clearly.
Must be able to use hands with fine motor skills for keyboard data entry.
May be asked to work a flexible schedule at times to meet the needs of the department.

Nice To Haves

Preferred: experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology.

Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record.
Prevents creation of duplicate medical records.
Uses identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety.
Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information.
Discusses and collects co-pays and other out-of-pocket patient responsibilities.
Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.
Understands insurance basics and recognizes commercial and government plans.
Understands which plans Advocate Health contracts with and when a statement of financial responsibility is needed.
Understands and discusses financial information and obligations with patients.
Knows how and when to refer patients to Financial Advocates.
Ensures compliance with government agencies and regulations (HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN).
Obtains patient or guarantor signatures as required.
May schedule patient appointments; may also coordinate cancellations, reschedules, wait list requests, and recall requests.
Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc.
Creates a welcoming and professional environment for patients and visitors by demonstrating extraordinary customer service.
Greets patients and visitors and responds to routine requests for information.
Answers telephone, screens calls, and takes messages.
Offers various assistance to patients to include arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
Monitors and works assigned electronic health record work queues, following the department’s approved process.
Collects and manages payments including cash payments and follows security related to cash handling.
Educates patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan.
Interacts with physicians and their staff to resolve issues related to patient care.

Benefits

Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program