Patient Access Representative Sr

Renown Health•Reno, NV

About The Position

The Patient Access Representative Senior performs the duties of a Patient Access Representative while supporting Patient Access departments. The role provides department education, performs registration audits, creates and maintains standard work, and coordinates efforts to resolve complex accounts. The representative helps ensure that patient interactions during registration are consistent and compassionate, may lead projects, review productivity, participate in committees, and may float to admitting sites throughout the health system. The position monitors registration and collection activities for the hospital and its affiliates and serves as a day-to-day resource for representatives, including providing coverage. The position conducts comprehensive registrations in person or by phone with minimal assistance. This includes identifying potential payer sources, including federal, state, and county assistance programs, and completing insurance authorizations in accordance with payer requirements. Whenever possible, screening is performed before admission. The role coordinates and accurately communicates information about admissions, authorizations, and potential payer denials; prioritizes work to secure and analyze accounts; identifies and communicates delays; and collaborates with interdisciplinary teams to support a seamless registration process. The incumbent also serves as a resource for patient de-escalation and service recovery. The role performs technical work while allocating time to train and develop team members, monitor quality assurance, improve workflows and patient experience, revise procedures, conduct registration audits, address operational issues, track progress toward goals, and support department projects. It helps ensure patient financial liabilities are accurately estimated and communicated, supports financial collection education, serves as a customer-service resource for walk-in patients, and maintains knowledge of regulations, payer requirements, financial assistance programs, and insurance protocols. The position must meet management-set productivity and quality goals, including clean-claim and collection goals, and may perform other assigned duties. It is expected to demonstrate Renown's values of Integrity, Collaboration, Caring, and Excellence. This position does not provide patient care.

Requirements

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

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 and comprehensive patient registration in person or by phone, with minimal assistance.
Identify potential payer sources, including federal, state, and county assistance programs, and complete insurance authorizations in accordance with payer requirements.
Coordinate and accurately communicate information about patient admissions, insurance authorizations, and potential payer denials.
Prioritize workload, secure and analyze accounts, identify delays, and communicate them to appropriate personnel.
Coordinate representatives' efforts to resolve complex accounts and support compassionate, consistent patient interactions.
Serve as a day-to-day resource for representatives and provide coverage as needed.
Provide group and one-on-one training, in-services, and onboarding for team members, including newly hired employees.
Facilitate, implement, and monitor quality assurance mechanisms and respond appropriately to findings.
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 department leadership, and support performance improvement.
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, and educate Patient Access personnel on financial collection techniques.
Participate in or assist with quality management processes.
Serve as a customer-service resource for walk-in patients in the hospital lobby or patient registration area.
Maintain knowledge of federal and state regulations, payer requirements, third-party financial assistance programs, and insurance protocols.
Analyze insurance information to determine patients' out-of-pocket liabilities, including referrals, co-payments, deductibles, and allowances.
Meet management-set productivity standards and perform quality assurance controls to support clean claims and collection goals.
Support patient de-escalation and service recovery.
Float to various admitting sites within the health system as needed.
Perform other duties as assigned by direct or indirect supervisors, managers, or directors.