Patient Access Rep FTE 0.7

Grande Ronde Hospital•La Grande, OR

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, patient registration, appointment scheduling, insurance verification, patient collections, switchboard communications, and emergency communications. The representative helps create a positive first impression and a smooth, efficient experience for patients and visitors. The position requires availability to work various shifts in a 24/7 department. Representative II and Senior Representative employees also provide support, training, and mentorship to Patient Access Representatives. Senior Representatives lead or participate in departmental projects and committees and are able to cross-cover all Patient Access functions. Grande Ronde Hospital and Clinics expects employees to support its mission, vision, and values; follow behavioral standards, applicable laws and regulations, the Personnel Policy Manual, and Code of Conduct; and support the hospital Compliance Program. The organization’s mission is to ensure access to high-quality, cost-effective health care in a safe and customer-friendly environment. Its stated values are Creativity, Compassion, Collaboration, and Credibility.

Requirements

High school graduate or GED required.
Minimum one year of experience in a healthcare or customer service setting for Patient Access Representative I.
Patient Access Representative II: minimum one year in the GRH Patient Access department; CHAA certification; and annual completion of the Patient Access Representative II competency module.
Patient Access Senior Representative: minimum two years in the GRH Patient Access department, including at least six months as a Patient Access Representative II; CHAA certification; exemplary performance; and annual completion of the Patient Access Senior Representative competency module.
American Heart Association Basic Life Support (BLS) certification is strongly recommended.
Availability to work various shifts in a 24/7 department, including weekends and holidays as needed.
Communicate clearly and professionally, verbally and in writing, with patients, families, and healthcare team members.
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 policies related to patient access and privacy.
Occasionally lift and carry items weighing up to 20 pounds.
Read, analyze, and interpret written materials; communicate effectively in person and by telephone.
Work at a computer for extended periods, including frequent screen viewing and prolonged sitting.
Perform effectively under pressure and manage stress constructively.
Perform the primary duties and responsibilities with or without reasonable accommodation.

Nice To Haves

American Heart Association Basic Life Support (BLS) certification is strongly recommended.

Responsibilities

Search the Master Patient Index in the Electronic Health Record and accurately pre-register and register patients for scheduled and unscheduled services, entering demographic and financial information correctly.
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, Medicare Outpatient Observation Notification, and CMS Important Message from Medicare.
Deliver Advance Beneficiary Notices or waivers as needed, collect payments when possible, and conduct and document financial conversations respectfully.
Comply with EMTALA, HIPAA, Joint Commission, CMS, and hospital policies; protect patient confidentiality and handle sensitive information discreetly.
Greet and assist patients and visitors, provide directions or escort services, and deliver service according to AIDET principles.
Seek solutions to registration, insurance, and patient-flow issues; escalate concerns appropriately and 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 tasks, 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: provide support, training, and mentorship to Patient Access Representatives.
Patient Access Senior Representative: lead or participate in departmental projects and committees and cross-cover all Patient Access functions.

Benefits

Health insurance
Vision insurance
Dental insurance
Flexible Spending Account and Health Savings Account options
401(k) plan with Roth options
401(k) with a 3% employer match and a 2% base non-elective employer contribution
Eligibility for company-paid life insurance and long-term disability, subject to applicable waiting periods
Option to elect supplemental employee, spouse, and child life insurance
Paid Time Off (PTO)
Employee Assistance Program
Discounts on cafeteria meals and over-the-counter pharmacy items
Access to the Rehab Therapy Fitness Center for employees and dependents