Patient Access Representative

INSIGHT Surgical Hospital•Coldwater, MI

10d

About The Position

The Patient Access Representative registers and pre-registers patients receiving medical services in clinics, laboratories, inpatient and outpatient settings, and emergency departments. The role obtains demographic information, validates insurance, receives and posts payments, complies with regulatory requirements, answers or refers questions from patients, visitors, and staff, and performs related clerical functions. The representative is expected to treat customers with respect and professionalism. This casual position includes face-to-face registration and pre-registration, walk-in outpatient scheduling, payment collection, insurance verification, and patient assistance with benefits and financial responsibility questions. The representative supports efficient and accurate registration, protects patient privacy, helps maintain patient flow, and works collaboratively with colleagues and management.

Requirements

High school diploma or equivalent.
Excellent communication, customer service, and interpersonal skills in a fast-paced environment.
Ability to input and retrieve information using a computer and operate a calculator, fax machine, and copier.
Previous experience with computers and office applications.
Ability to move about the office and between workstations.
Ability to occasionally lift, move, and carry moderately heavy materials.
Strong organization skills and ability to multitask.
Ability to read and speak English.
Commitment to exceptional customer service.

Nice To Haves

Experience or basic knowledge of health insurance plans and medical terminology.
At least one year of experience in medical registration, customer service, or collections.
One year of customer service experience.

Responsibilities

Perform face-to-face registration and pre-registration, walk-in outpatient scheduling, and collection functions for all patients, including self-pay patients.
Use electronic insurance verification to confirm benefits and determine copayments or coinsurance, and request applicable patient payments in support of monthly point-of-service goals.
Contact patients by phone to obtain information needed for registration, billing, and financial responsibility through the pre-registration process.
Assist patients with general benefit and financial responsibility questions and post payments to patient accounts when appropriate.
Manage time to complete registration questionnaires while meeting productivity standards, and perform other departmental duties when patients cannot be registered.
Review work for completeness and accuracy and meet department registration accuracy standards and monthly KPI expectations.
Understand basic registration processes, report issues that impede timeliness or quality, and work with management to resolve them.
Review assigned reports and work queues independently to meet goals and deadlines.
Maintain current knowledge of insurance requirements communicated through email, memoranda, educational materials, and in-services.
Seek help from Financial Counselors when needed and communicate with service delivery areas when unresolved financial issues could affect appointment schedules.
Protect patient rights, dignity, privacy, and confidentiality and comply with HIPAA guidelines and privacy practices.
Escort customers or employees to requested locations when possible, where applicable, and offer help to people who appear lost.
Take ownership of customer problems and resolve them promptly when able, or escalate them to the appropriate department.
Organize and prioritize daily responsibilities, adapt to workload peaks and changing assignments, complete work within appropriate time frames, assist coworkers, and work with minimal supervision.
Maintain a positive, supportive, respectful, and helpful attitude toward patients, physicians, visitors, and other healthcare team members.
Assist management with training new staff as needed.
Perform other duties as assigned.