Patient Access Representative - Infusion Center

Trinity Health•Pontiac, MI

6d•Onsite

About The Position

Responsible for performing the Patient Access process, completing accurate registration and pre-registration process and insurance verification for eligibility, scheduling for various departments procedures/appointments, entering patient data for services for departments participating in PHS (Pathways Healthcare Scheduling), coordinating multiple services in proper sequence, and informing patient/doctor's office as to preparations and insurance requirements for each service. Collaborates with multiple departments to best utilize equipment and facilities, while accommodating physician preference and patient needs. Displays a courteous, professional manner, proactively developing customer relationships and giving high priority to customer satisfaction.

Requirements

High school diploma or GED or equivalent required.
Courses in word processing and medical terminology preferred.
College classes in a business, public relations, or medical field concentration preferred.
Ability to type 30 wpm and familiarity with computer systems and applications required.
Ability to pass the basic medical terminology test with a passing grade.
Completion of Patient Management Registration Course and Pathways Healthcare Scheduling Course with at least an 85% grade on the final exams prior to receiving access codes within 90 days of start date.
Strong interpersonal skills necessary to provide scheduling and registering patients and to clearly communicate with a variety of customers of all ages and cultures.
Ability to work independently, organize tasks, problem solve, and devise acceptable solutions in a fast paced work environment.
Ability to simultaneously gather verbal information through the use of the telephone and enter data into an on-line computer terminal.
Excellent customer service orientation skills necessary in order to deal effectively with various levels of hospital personnel, outside customers and community groups.
One year work experience related to patient registration, insurance verification, and/or medical terminology required, normally gained by working in a hospital or physician's office setting including customer interaction service OR 6 months emergency services experience related to patient registration, insurance verification, and/or medical terminology required.

Nice To Haves

National Association of Healthcare Access Management certification preferred within one year of start date, and maintains certifications.
One year experience with ICD-9-CM and CPT coding as a Registrar or Patient Access Professional preferred.

Responsibilities

Interviews the patient / family for admission and outpatient registration by entering the appropriate required information on-line. This will include, but is not limited to: demographics, clinical, and detailed insurance information
Performs insurance eligibility verification by phone or on the Internet.
Independently schedules procedures for all departments and any subsequent departments added to Pathways, utilizing individual departmental grids, resources and guidelines.
Determines if authorization is required for the patient's service and secures authorization for treatment/procedures prior to service being rendered.
Determines an understanding of hospital policies, prevailing regulatory and third party requirements (MSP questionnaire, pre-certification process, consent forms, etc.)
Recognizes and problem solves conflicts associated with time requests, resources, equipment or staff for each department.
Coordinates multiple hospital services such as surgical procedures, ancillary testing, etc., in proper sequence and according to the rules of the system, which may include managed care requirements and clinical standards.
Refer patients with no insurance or outstanding balances to the Financial Counselor.
Informs patients or doctors' offices of preparations for appointments made.
Works independently to problem solve scheduling issues and troubleshoot/report system problems.
Maintain uninterrupted scheduling service utilizing down-time procedures.
Provides daily reports or printouts as directed while maintaining the confidentiality of patient records and information at all times.
Utilizes excellent customer service and telephone courtesy skills in all interactions with customers.
Attends meetings, participates in Continuous Quality Improvement.
May perform clerical tasks specific to supporting an assigned department(s) i.e., receptionist duties, charge capture, report processing and delivering, copying, filing, etc.
Performs other duties as assigned.
Demonstrates and actively promotes an understanding and commitment to the mission of St. Joseph Mercy Oakland through performing behaviors consistent with the Trinity Health Values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations, the Trinity Health Organizational Integrity Program, including the Standards of Conduct, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
Supports and conducts one's self in a manner consistent with customer service expectations.
In accordance with unit or departmental practice, determines that appropriate charges have been entered for the correct patient, encounter, date/time of service, with any required modifiers. Make corrections as needed per charge capture policy/practice.
In accordance with unit or departmental practice, actively participates in on-going education and communication regarding revenue management.
In accordance with unit or departmental practice, assists with tracking and monitoring of equipment assigned to the unit. Requests services for maintaining equipment as needed.
In accordance with unit or departmental practice, proficient with the electronic health records for documentation, assessment, and care management, performing these activities concurrently with provision of care throughout the shift.