Patient Access Representative - Hospital Front Desk

Winfield, Kansas•Winfield, KS

About The Position

The Patient Access Representative arranges efficient and orderly patient registration, collects and enters information required for admission, and distributes relevant information to nursing and ancillary departments. The role also receives and routes facility telephone calls, provides directory information, makes general and emergency announcements over the public address system, and operates the facility paging system. The representative participates in performance improvement and quality improvement activities. The position pre-registers patients for scheduled admissions and outpatient procedures; interviews patients or their representatives to obtain or verify personal, emergency contact, and insurance information; obtains signatures on Conditions of Admission; 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 role requires professional, respectful, and reassuring interactions with patients and families, protection of confidential patient information, clear communication with supervisors and clinical and administrative colleagues, and accurate documentation. The representative maintains a daily list of facility staff on call, including applicable contact numbers, and follows emergency procedures and hospital policies. Work is conducted in an office setting and includes extended periods seated or standing. The employee may encounter infectious or contagious diseases, hazardous cleaning agents, body fluids and waste, and occasional unpleasant patient or unit conditions. The job may require exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently; employees may be required to exceed these levels. Duties are based on an average eight-hour shift but may change depending on staffing volumes or other variables determined by department leadership or Administration.

Requirements

High school graduate or equivalent.
At least one year of customer service experience required.
Ability to read and communicate effectively in English.
Excellent interpersonal skills required.
Basic computer knowledge.
Maintain patient confidentiality and comply with applicable hospital policies and regulatory requirements.

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 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 apply patient identification bracelets.
Communicate appropriately and clearly with the supervisor, 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 are needed.
Treat patients and families respectfully, maintain confidentiality of protected information, and provide explanations and verbal reassurance as necessary.
Maintain effective working relationships within the department and with other departments.
Ensure documentation meets current standards and policies.
Answer telephone calls politely and communicate information to appropriate personnel or family members.
Operate the switchboard to route incoming calls and place outgoing calls, provide directory information, make facility announcements, and operate the paging system.
Maintain a daily list of facility staff on call, including applicable home and cellular telephone numbers.
Know emergency procedures and the location of the Safety/Disaster Manual.
Participate in performance improvement and quality improvement activities.
Perform other duties as assigned.
Follow hospital policies and procedures concerning department operations, fire safety, safety, infection control, ethical business practices, and patient confidentiality.
Complete annual education, attend in-services and staff meetings, read memos, use the Procedure Manual, and meet regulatory requirements.
Report to work on time as scheduled, complete work within designated time, wear identification while on duty, and use the computerized time system correctly.
Represent the organization positively and professionally and communicate the hospital's mission, vision, and core values.