Patient Access Representative (Full Time)

North Country Healthcare•Colebrook, NH

About The Position

North Country Healthcare is a nonprofit affiliation of four medical facilities in New Hampshire’s White Mountains Region, providing care through community hospitals, specialty clinics, and home health and hospice services. The Patient Access Representative performs department functions involving timely and accurate collection of patient demographic information, insurance verification, copay collection, and obtaining applicable signatures. The role requires exemplary customer service and application of relevant legal concepts, including confidentiality and patient rights. Other tasks may be assigned by Patient Access management. The representative serves as a primary point of reception for patients and supports patient registration and appointment workflows. The role also includes handling department calls and paging, monitoring alarms and security cameras, and using slower periods productively to review registrations, organize, assist coworkers, or cross-train.

Requirements

High school diploma or equivalent.
Good communication and customer service skills, including a pleasant, clear speaking voice.
Good organizational skills and the ability to prioritize workload.
Demonstrated knowledge and use of applicable software applications.
One year of hospital or healthcare experience in a registration or business office environment is preferred.
Knowledge of medical terminology and insurance is preferred.

Nice To Haves

One year of hospital or healthcare experience in a registration or business office environment.
Knowledge of medical terminology and insurance.

Responsibilities

Serve as the primary receptionist for incoming patients to the department.
Provide excellent customer service to patients, families, visitors, coworkers, and other staff.
Check patients in and out for appointments; print visit summaries and appointment cards as needed.
Enter required information into electronic medical record modules and verify or update demographic and insurance information.
Review orders for accuracy and completeness as needed.
Place patients on the ED Tracking board and monitor active orders as needed.
Make patient status changes based on ADT orders in applicable areas.
Use AccuReg to verify insurance coverage and registration accuracy, make changes, and notify other departments as necessary.
Obtain and witness signatures on consent-to-treat forms and other required documents, including IMM and ABN forms.
Scan both sides of insurance cards and obtain or scan relevant documents for the medical record.
Refer potential payment problems to the appropriate financial counselor.
Collect payments or copayments as required, following EMTALA regulations for emergency department patients.
Reconcile the cash drawer.
Attach referrals or ARM to appointments as needed.
Handle incoming department phone calls and page hospital personnel and on-call staff as needed per facility procedures.
Monitor alarms and security cameras and use the emergency code system for paging as needed.
Use slower periods productively, including organizing, sorting, reviewing registrations for accuracy, assisting coworkers, and cross-training.
Perform additional duties as assigned and adhere to facility values, Service Excellence, and Standards of Excellence.