Patient Acess Rep

Montefiore Mount Vernon•St. Charles, IL

4d•Onsite

About The Position

Patient Access Representatives are an integral part of the Patient Access Department and interact with patients to secure reimbursement for services provided or to be provided. They serve as a customer-service point of contact for patients who may be experiencing distress while also performing clerical functions accurately and promptly. These functions include registration, bed control, insurance verification and follow-up, payment collection, cashiering, and legal documentation. Representatives also code and charge outpatient ancillary accounts in accordance with American Hospital Association coding guidelines, identifying documented conditions that coexist at the time of the encounter or visit. Representatives are expected to follow Montefiore Medical Center standards and Customer Service Guidelines, support efficient department operations, and treat patients and coworkers with professional regard and respect. The position reports to Patient Access Supervisors.

Requirements

High school diploma or GED equivalent.
Experience providing excellent customer service and resolving or escalating problems in a high-volume environment.
Strong verbal and written communication skills, including effective telephone and face-to-face interaction.
Ability to work independently and get along with others.
Must pass pre-hire math, grammar/vocabulary, and customer-service exams with a score of 80% or above.

Nice To Haves

Previous experience in a healthcare setting.
Experience in collections and/or insurance verification.

Responsibilities

Greet patients promptly, politely, and helpfully.
Register inpatients, outpatients, and Emergency Department patients in the computer system using hospital identifiers and verifying relevant information and documents.
Prepare and provide patient identification bands for admissions and other hospital services.
Provide and explain patient rights, privacy notices, advance directives, financial agreements, consent forms, and other required information; update missing registration information.
Explain and, when needed, educate patients on completing required forms.
Determine and collect payments for deductibles, co-payments, out-of-pocket expenses, and discounted rates; review account history to assess whether financial obligations have been met.
Inform patients of current or outstanding financial liability and arrange for full or partial payment.
Admit, transfer, and discharge patients using the Allscripts computer system.
Contact units to review admissions, transfers, and discharges.
Review daily admission, operating room, and transfer lists.
Coordinate with clinical staff on bed assignments for Emergency Department admissions, direct admissions, and internal and external transfers.
Maintain an accurate online bed board census.
Handle incoming calls and coordinate referrals to the appropriate work unit.
Notify the supervisor and escalate issues that impede productivity or fiscal clearance, including issues involving elective procedures, uncooperative patients, or delays in completing duties.
Enter charges and diagnoses on outpatient accounts.
Complete mandatory training and follow National Patient Safety Goals, HIPAA, and Corporate Compliance policies.
Communicate courteously and respectfully to foster positive relationships and a cooperative work environment with patients, coworkers, guests, and other departments.
Serve as a preceptor or mentor to new staff or students by modeling appropriate, courteous, conscientious, and businesslike behavior.
Listen attentively and communicate with patients to address questions and needs in a timely manner, including questions about registration, test preparation, diagnosis, and treatment.
Perform varied tasks as assigned.