Patient Access Representative Sr

Renown Health•Reno, NV

About The Position

The Patient Access Representative Senior performs Patient Access Representative duties while supporting Patient Access departments as a day-to-day resource, often providing coverage. The role conducts comprehensive patient registration in person or by phone, identifies potential payer sources and assistance programs, supports timely insurance authorization, and helps ensure accounts are financially secured and accurate. It coordinates with interdisciplinary teams and communicates with patients, guardians, family members, physicians, and coworkers to support an expeditious, compassionate registration process and resolve barriers, potential denials, and complex accounts. The position may float to various admitting sites within the health system and does not provide patient care. The Senior also develops and trains team members, performs registration audits, supports quality assurance and quality management, monitors workflows and productivity, contributes to procedures and standard work, and helps resolve operational issues with Patient Access leadership. The role provides customer service and service recovery, helps representatives improve performance and financial collection techniques, and may lead or assist with projects and committees. The incumbent is expected to meet management-set goals and productivity standards, support clean claims and collection goals, and demonstrate professionalism consistent with Renown's values of Integrity, Collaboration, Caring, and Excellence.

Requirements

At least 12 months of experience as a Patient Access Representative, or lead experience in lieu of Patient Access experience.
Ability to read, write, speak, and understand English sufficiently to perform job duties safely and effectively.
Proficiency with Microsoft Office Suite, including Outlook, PowerPoint, Excel, Teams, and Word.
Ability to use a computer for online learning, job-specific competencies, online forms and policies, benefits enrollment, and related tasks.
Typing speed of 35–45 words per minute.

Nice To Haves

Experience in an acute hospital, surgical center, or outpatient center.
Completion of level 1 of the Retention and Development Program, "LEVL UP."
Active CHAA Certification.
Experience with the EPIC system.

Responsibilities

Perform Patient Access Representative technical duties within the assigned team area, prioritizing time for team support and development.
Conduct comprehensive patient registrations in person or by phone, identifying potential payer sources and applicable assistance programs.
Support timely completion of insurance authorizations and relay information about admissions, authorizations, and potential payer denials.
Help secure and analyze accounts, identify delays, and communicate them to appropriate personnel.
Coordinate with interdisciplinary teams to support a seamless registration process.
Serve as a resource for patient de-escalation, service recovery, and customer service for walk-in patients in the hospital lobby or registration area.
Train and develop team members through group and one-on-one training, in-services, and onboarding of newly hired employees.
Facilitate, implement, and monitor quality assurance processes and appropriately respond to results.
Monitor and develop workflows to improve the patient experience.
Develop and revise procedures for the assigned area in coordination with other Patient Access teams.
Conduct registration audits, share results with representatives and leadership, and work with representatives to improve performance.
Work with Patient Access leadership to resolve operational issues and support department projects.
Communicate and track progress toward meaningful goals.
Ensure patient financial liabilities are properly estimated and provided to patients; educate personnel to improve financial collection techniques.
Participate in or assist with quality management processes.
Maintain knowledge of federal and state regulations, payer requirements, third-party financial assistance programs, and insurance protocols for referrals, copayments, deductibles, and allowances.
Analyze registration and insurance information to determine patients' out-of-pocket liabilities.
Meet management-set goals and productivity standards, perform quality assurance controls to support clean claims, and meet collection goals.
Perform other duties as assigned by the direct or indirect supervisor, manager, or director.
Demonstrate professionalism in accordance with Renown's values of Integrity, Collaboration, Caring, and Excellence.