Patient Access Rep - Casual

Grande Ronde Hospital•La Grande, OR

14h

About The Position

The Patient Access Representative greets, registers, and assists patients in a courteous and professional manner. Under the general supervision of the Patient Access Manager, the role supports hospital admissions, registration, appointment scheduling, insurance verification, patient collections, switchboard communications, and emergency communications. The position helps create a positive first impression and facilitates a smooth experience for patients and visitors through customer service and healthcare administrative support. The posting describes qualifications for Patient Access Representative I, Patient Access Representative II, Patient Access Senior Representative, and Patient Access Representative – Variable. Representative II and Senior Representative roles include additional support, training, and mentorship responsibilities; Senior Representatives may also lead or participate in departmental projects and committees and must be able to cross-cover all Patient Access functions. The Variable role requires availability for various shifts in a 24/7 department. The role requires clear communication, professionalism, discretion with sensitive information, attention to detail, multitasking in a fast-paced environment, and familiarity with applicable healthcare regulations and organizational policies. Work involves computer use, prolonged sitting, and occasional lifting and carrying of items weighing up to 20 pounds. Compensation varies by level: Representative I, $20.00–$27.55 DOE; Representative II, $21.99–$30.22 DOE; Senior Representative, $23.76–$32.75 DOE.

Requirements

High school graduate or GED required.
Patient Access Representative I: at least one year of experience in a healthcare or customer service setting.
Patient Access Representative II: at least one year in the GRH Patient Access department; CHAA certification; and successful completion of the Patient Access Representative II competency module annually.
Patient Access Senior Representative: at least two years in the GRH Patient Access department, including at least six months as a Patient Access Representative II; CHAA certification; exemplary performance; and successful completion of the Senior Representative competency module annually.
American Heart Association Basic Life Support (BLS) certification is strongly recommended.
Patient Access Representative – Variable: availability to work various shifts throughout a 24/7 department.
Communicate clearly and professionally with patients, families, and healthcare team members, verbally and in writing.
Maintain a professional appearance and demeanor, use discretion with sensitive patient information, and represent the organization positively.
Use EHR systems, insurance web portals, Microsoft Office applications, and multi-line phone and paging systems (PBX).
Multitask while maintaining attention to detail in a fast-paced environment.
Understand and comply with EMTALA, HIPAA, CMS regulations, and organizational patient-access and privacy policies.
Ability to occasionally lift and carry items weighing up to 20 pounds.
Ability to read, analyze, and interpret written materials and communicate effectively in person and by telephone.
Ability to work at a computer for extended periods, including frequent screen viewing and prolonged sitting.
Ability to perform effectively under pressure and manage stress constructively.
Ability to perform the primary duties with or without reasonable accommodation.
Flexibility to work various shifts, including weekends and holidays, as needed.

Responsibilities

Greet and assist patients and visitors professionally, provide directions or escort services, and follow AIDET principles.
Search the Master Patient Index in the Electronic Health Record, pre-register and register patients for scheduled and unscheduled services, and accurately enter demographic and financial information.
Verify and obtain insurance information, check for required authorizations, and coordinate with staff to ensure insurance requirements are met before services are rendered.
Deploy and document required legal and compliance forms, including Consent for Treatment, Notice of Privacy Practices, MOON, and CMS Important Message from Medicare.
Deliver Advance Beneficiary Notices or waivers as needed, collect payments when possible, and document financial conversations in the EHR.
Comply with EMTALA, HIPAA, Joint Commission, CMS, and internal hospital policies while protecting patient confidentiality.
Resolve registration, insurance, and patient-flow issues where possible and escalate concerns appropriately; contribute ideas for continuous improvement.
Answer and direct incoming calls, respond to emergency codes, document call events, and use daily call lists to contact on-call providers.
Perform clerical work, including quality checks, maintaining waiting areas and workspaces, ordering supplies, and working EHR queues to resolve registration issues.
Attend department meetings, complete assigned education and compliance training, and stay current on insurance protocols and healthcare regulations.
Patient Access Representative II and Senior Representative: support, train, and mentor Patient Access Representatives.
Patient Access Senior Representative: lead or participate in departmental projects and committees and cross-cover all Patient Access functions.