Patient Access Representative

Renown Health•Reno, NV

15d

About The Position

This position performs registration, scheduling, order entry, and reception functions and may float to different admitting sites within the health system. It expedites healthcare access by accurately gathering demographic, sponsorship or guardian, insurance, clinical, financial, and statistical information from patients, families, physicians, physician office staff, and other sources. The role supports reimbursement by verifying insurance eligibility and benefits, obtaining required authorizations, identifying and collecting patients’ financial obligations, and accurately entering charge orders. The representative serves patients and families with the aim of making the admission process as comfortable and pleasant as possible. The incumbent interacts professionally and diplomatically with patients of all ages, families, physicians, physician office staff, and other healthcare providers, in person and by telephone. The role follows established guidelines, regulations, policies, and procedures to support accurate registration and reduce accounts receivable. It also explores patients’ financial needs and, when appropriate, refers them to relevant federal, state, or county assistance agencies. The representative assists with departmental tasks and may resolve problems within established company guidelines; issues that could negatively affect the company, along with matters such as time-off requests, sick time, work schedules, or interoffice problems, are referred to a supervisor. This position does not provide patient care. The work may involve exposure to injuries, procedures, and stressful situations, and requires flexibility to work at different admitting department locations and manage competing priorities in a fast-paced environment.

Requirements

Ability to read, write, speak, and understand English sufficiently to perform job duties safely and effectively.
At least six months of admitting, medical claims processing, professional office, and/or customer service experience involving financial interaction.
Proficiency with Microsoft Office Suite, including Outlook, PowerPoint, Excel, Teams, and Word.
Above-average computer application skills and ability to use online systems for job-specific learning, forms, policies, and benefits enrollment.
Working knowledge of healthcare insurance, including documenting subscriber information, determining payer order sequence, and obtaining payer notification as required.
Knowledge of governmental program billing requirements.
Ability to identify patient financial obligations and follow point-of-service collection procedures.
Order-entry skills and scheduling skills suited to a fast-paced environment with substantial physician and physician office staff interaction.
Ability to communicate diplomatically and effectively in stressful situations and to anticipate customer needs, handle unexpected situations, set priorities, investigate issues, and adjust performance style.
Ability to deal with the sight of various injuries and procedures and the stress associated with such an environment.
Ability to keep patient information secure and comply with confidentiality standards, including Joint Commission and HIPAA requirements.
Ability to follow verbal and written instructions and to adapt flexibly to different admitting department locations.

Nice To Haves

High school diploma or GED.
One year of relevant experience is preferred.
Experience with Windows operating systems, SMS InVision, the Internet, and SMS IMS Document Imaging.

Responsibilities

Perform registration, scheduling, order entry, and reception functions, and assist with departmental tasks.
Gather and accurately enter demographic, clinical, financial, sponsorship or guardian, insurance, and statistical information into the computer system.
Explain admission, clinical, and financial forms and obtain required signatures.
Collect accident information and identify all insurance payer sources and their order sequence.
Verify insurance eligibility and benefits and obtain insurance notification or authorization within required time frames.
Process charge order entry and determine estimated costs for services.
Identify and collect patient financial obligations, including copayments, coinsurance, and deductibles, in accordance with standard procedures.
Document collected information promptly and according to department requirements.
Explore patients’ financial needs and refer them to appropriate federal, state, or county assistance agencies when appropriate.
Make the admission process as comfortable and pleasant as possible for patients and families.
Follow established guidelines, regulations, policies, and procedures and refer specified issues to a supervisor.
Adapt to different admitting locations and prioritize or multitask in a fast-paced environment.