Patient Access Representative - Hospital Front Desk

William Newton Hospital•Winfield, KS

7d•Onsite

About The Position

The Patient Access Representative arranges efficient and orderly patient registration, collects and enters patient information, and distributes appropriate information to nursing and ancillary departments. The role also receives and relays telephone calls, provides directory information, routes calls, makes general and emergency announcements over the facility PA system, and handles the paging system. The position pre-registers patients for scheduled admissions and outpatient procedures; interviews patients or representatives to obtain or verify personal, emergency contact, and insurance information; obtains admission signatures; and applies patient identification bracelets. The representative may collect payments received after the Business Office closes, issue receipts, and forward payments to Business Office personnel, and refers patients to the Collections Manager when financial arrangements are needed. The representative communicates professionally with patients, families, physicians, supervisors, nursing services, coworkers, and other departments; protects confidential patient information; maintains required documentation; and operates equipment safely. The role also maintains a daily list of facility staff who are on call and their applicable phone numbers, and must know emergency procedures and the location of the Safety/Disaster Manual. Other duties may be assigned. Work is conducted in an office setting and may involve extended periods seated or standing. The employee may encounter infectious or contagious diseases, hazardous cleaning agents, body fluids and waste, and minimal exposure to unpleasant patient or unit elements. The position may require exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently, and may require exceeding these levels. Duties are based on an average eight-hour shift but may change based on staffing volumes or other variables determined by department leadership or Administration. Reasonable accommodations may be made when they do not compromise patient care.

Requirements

High school graduate or equivalent.
At least one year of excellent customer service experience.
Ability to read and communicate effectively in English.
Excellent interpersonal skills.
Basic computer knowledge.
Ability to remain flexible, organized, and effective in stressful situations.
Maintain patient confidentiality and comply with applicable regulatory requirements, including state, federal, and CMS regulations.
Adhere to the dress code, maintain a neat and clean appearance, wear identification while on duty, and use the computerized time system correctly.
Report to work on time and as scheduled, complete work within designated time, attend required in-services, educational opportunities, and staff meetings, and review memos.
Use the Procedure Manual and comply with hospital policies and the Employee Handbook.
Maintain a cooperative working relationship with physicians, departments, and staff and represent the organization professionally.
Comply with organizational policies regarding ethical business practices, fire and safety, and infection control.
Communicate the hospital’s mission, vision, and core values.

Nice To Haves

At least one year of patient registration experience in a hospital setting is strongly preferred.

Responsibilities

Pre-register patients for scheduled admissions and outpatient procedures.
Interview patients or their representatives to obtain or verify personal, emergency contact, and insurance information, including Medicare Secondary Payer and accident information when applicable.
Obtain signatures on Conditions of Admission and affix patient identification bracelets.
Communicate appropriately and clearly with supervisors, Nursing Service, coworkers, physicians, and ancillary departments.
Collect payments received after the Business Office closes, provide receipts, and forward payments to Business Office personnel.
Refer patients to the Collections Manager when financial arrangements need to be made.
Treat patients and families with respect and dignity, protect confidential patient information, and provide explanations or verbal reassurance as needed.
Maintain required documentation and ensure it meets current standards and policies.
Answer telephone calls politely and relay information to appropriate personnel or family members.
Operate the switchboard to route incoming calls and place outgoing calls; provide directory information to internal and external inquirers.
Make general and emergency announcements over the facility PA system and handle the paging system.
Maintain a daily list of facility staff on call and applicable home and cellular phone numbers.
Know emergency procedures and the location of the Safety/Disaster Manual.
Operate equipment safely and correctly and maintain good working relationships within the department and with other departments.
Complete assigned duties and comply with hospital standards, policies, safety requirements, and infection-control procedures.