Patient Access Representative - FT, Evening (3P-11:30P) - Center City ED

Thomas Jefferson University • Philadelphia, PA

2d • Onsite

About The Position

This role is responsible for providing a positive patient experience by accurately registering patients, gathering demographic and insurance information, and identifying uninsured patients for further evaluation. The position involves interacting with co-workers, visitors, and other staff in alignment with Jefferson's values. Key duties include requesting and scanning identification and insurance cards, entering orders, confirming medical necessity, and completing the Medicare Secondary Payer (MSPQ) questionnaire. The representative will also use real-time eligibility tools to verify insurance coverage, benefits, and patient out-of-pocket liability, ensuring necessary referrals and authorizations are in place. Adherence to departmental and institutional protocols, meeting performance metrics, and communicating/collecting patient out-of-pocket liabilities are also crucial aspects of this role. The position requires rotation to various points of service within Patient Access, including Outpatient Registration and the Emergency Department.

Requirements

• High School Diploma or GED
• Minimum 3 years experience in hospital, physician practice, or other related healthcare environment customer service.
• Proficient with computer and Microsoft Office skills and familiar with healthcare EHR applications i.e. EPIC, Cerner
• Knowledge of medical terminology and/or third-party insurance coverage including managed care plans
• Strong verbal and written communication and customer service skills
• Meticulous attention to detail

Nice To Haves

• Associates degree in healthcare or business administration preferred
• Prior registration experience in Emergency Dept preferred.
• Current Jefferson Seamless Access Representatives with a minimum of 1 year of experience will be considered as meeting the experience requirement.

Responsibilities

• Provides a positive patient experience to patients and families.
• Demonstrates strong communication and customer service skills while registering patients.
• Accurately searches and selects the correct patient.
• Gathers complete and accurate demographic and insurance information from patients and families.
• Identifies uninsured patients for referral to Medical Assistance/Charity Care evaluation.
• Retrieves orders, confirms medical necessity and answers phones for outpatient visits.
• Gathers worker’s comp or auto insurance information from accident patients, collects patient out-of-pocket liability/copays, verifies insurance, and confirms referrals and authorizations are on file, if required.
• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Gathers accurate demographic information to identify Jefferson patients who have an existing medical record number or new Jefferson patients who need a medical record number assigned.
• Requests photo ID and insurance cards, scanning copies.
• Records complete and accurate demographic and insurance information.
• Entering orders and confirming medical necessity for outpatient visits, if appropriate.
• Interviewing patients to accurately complete the Medicare Secondary Payer (MSPQ) questionnaire for all Medicare patients.
• Uses RTE (Real Time Eligibility), Phreesia or payer websites to verify patients’ insurance coverage and benefits including patient’s out of pocket liability.
• Ensures proper referral and authorizations are on file as needed.
• Completes all activities with adherence to departmental and institutional protocols.
• Assures regulatory and compliance requirements are met.
• Achieves individual and team performance metrics.
• Communicates and collects out-of-pocket liability from patients at the time of service.
• Rotates assignment to all points of service areas within Patient Access (Outpatient Registration and Emergency Department).

Benefits

• medical (including prescription)
• supplemental insurance
• dental
• vision
• life and AD&D insurance
• short- and long-term disability
• flexible spending accounts
• retirement plans
• tuition assistance
• voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.
• tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED