Patient Access Representative | Emergency Department | 38.5 hrs/week

Sanford Health•Sioux Falls, SD

About The Position

The Patient Access Representative provides customer service to patients as a first point of contact, creating a welcoming and safe experience by phone or in the clinic. In the Emergency Department overnight role, shifts are 6:30 p.m.–5:00 a.m. or 3:30 p.m.–1:00 a.m.; work includes every other weekend and holidays. The position is scheduled for 38.5 hours per week. Responsibilities may include patient registration, scheduling, and additional administrative and patient-support duties. Registration tasks include greeting patients, verifying demographics, preparing and routing documents, explaining paperwork and obtaining signatures, establishing financial responsibility, arranging payments, and addressing registration errors or denied claims. Scheduling tasks include coordinating appointments with nursing staff and providers, coordinating referrals and pre-authorizations, arranging interpreter services, checking patients in and out, operating a multi-line phone, and addressing scheduling queues, recalls, and waitlists. Additional duties may include preparing charts and supporting documents, assisting with patient financial assistance, tracking visits and health information on patient accounts, administering assessments, coordinating telemedicine appointments, making reminder calls, assisting with hospital admissions, and performing office duties such as copying and faxing.

Requirements

One year of work experience; experience in a medical office setting is preferred.
Customer service skills are essential.
Six months of customer service experience is desired.
A high school diploma or equivalent is preferred.
A post-secondary education is helpful.
Knowledge of medical terminology is helpful.
BLS may be required for certain locations or settings.

Nice To Haves

Post-secondary education.
Medical office work experience.
Medical terminology knowledge.
Six months of customer service experience.

Responsibilities

Greet patients and verify demographic information.
Create, scan, and route documents or electronic forms; explain documents and obtain required signatures.
Establish and assign financial responsibility, assist with payment arrangements, and collect co-payments, pre-payments, and account-balance payments in accordance with policies and procedures.
Address and resolve registration errors or denied insurance claims through the registration work queue, as needed.
Coordinate and schedule appointments with nursing teams and providers to meet patient needs and coordinate provider schedules.
Obtain and coordinate referrals and conduct pre-authorizations.
Arrange interpreter services and check patients in and out.
Operate a multi-line phone; may manage recall and waitlists, resolve work-queue issues, and serve as a switchboard operator by calling codes and paging providers.
Prepare and coordinate charts and organize supporting provider documents, as needed.
Initiate and collaborate on patient financial assistance, as needed.
Track patient visits and health information on patient accounts, as needed.
Compile, distribute, administer, and score assessments, as needed.
Coordinate telemedicine appointments and make appointment reminder calls, as needed.
Assist with hospital admissions and office tasks such as copying and faxing, as needed.
Provide extraordinary customer service and create a welcoming and safe environment for patients.