Patient Access Representative & Switchboard Operator

Sanford Health•Iron Mountain, MI

3d•$17 - $23

About The Position

The Patient Access Representative collects registration data to accurately identify, interview, admit, and register patients, providing exceptional customer service. The role operates computer and phone systems to enter or retrieve patient information; verifies and updates insurance eligibility and billing documents; completes work-list activities; enters appointment information when needed; prepares patient paperwork and obtains signatures; explains financial assistance, patient rights, and privacy practices; and collects amounts due for planned visits. Depending on the setting, the role may also perform scheduling duties. It is expected to meet productivity and department standards, attend work regularly, maintain role-specific competencies, and perform other assigned duties. The Switchboard Operator operates telecommunication systems to manage internal and external calls, receives and directs patients and visitors, provides routine hospital information, and monitors the hospital alarm system. The role also performs billing support, clerical, and data-entry tasks for hospital departments; uses available systems and software accurately and efficiently; trains new staff on job tasks and information systems; and stays current on policies and procedures, sharing relevant information with teammates. Regular attendance and ongoing competency maintenance are required. This is a 40-hour-per-week position at Marshfield Medical Center-Dickinson. Shifts are eight hours, with start times varying from 5:30 a.m. to 4:00 p.m. or as assigned, including a weekend rotation. Overtime status is defined as more than 12 hours in one day or more than 40 hours in one work week. The position is union-represented (AFSCME).

Requirements

Windows-based computer experience.
Excellent communication and interpersonal skills.
Ability to handle changing working conditions, large volumes, and a variety of tasks.
Ability to take initiative, exercise good judgment, and demonstrate resourcefulness in problem solving.
Ability to prioritize and organize multiple tasks.
Direct customer service experience in a professional business setting.
Experience working with a business-oriented computer program.
Regular attendance and ability to maintain role-specific competencies.

Nice To Haves

One year of experience in an office setting.
Knowledge of medical insurance.
One year of experience in a healthcare facility, including direct patient contact and customer service.
Certified Health Access Associate (CHAA) certification.

Responsibilities

Collect registration data to identify, interview, admit, and register patients accurately.
Provide exceptional customer service to patients and other customers.
Use computer and phone systems to enter or retrieve patient information.
Verify and update insurance cards, eligibility, and billing-related documents; complete assigned work-list activities in a timely manner.
Enter appointment information as needed to facilitate registration at walk-in desks; perform scheduling duties depending on the setting.
Prepare and complete patient documents and obtain signatures on forms and consents.
Provide information about financial assistance, patient bill of rights, and Notice of Privacy Practices in accordance with payer and regulatory requirements.
Collect non-covered and personal amounts due for planned visits and meet applicable collection and productivity standards.
Operate telecommunications systems to handle internal and external phone traffic.
Receive patients and visitors, determine their needs, direct them appropriately, and provide routine hospital information when appropriate.
Monitor the hospital alarm system.
Perform billing support aide, clerical, and data-entry functions for hospital departments as assigned.
Use available system and software applications to promote efficiency and accuracy.
Train new staff in job-specific tasks and effective use of information systems.
Stay current on policy and procedure requirements and proactively share information with team members.
Maintain regular attendance and meet ongoing role competency requirements.
Perform other duties as assigned.