Patient Access Rep Surgical

BMC Software•Boston, MA

19h•Onsite

About The Position

The Patient Access Representative ensures that Emergency Department patient registration and billing information is complete and accurate. This role provides support to all ED staff and requires the ability to function in both central and pod/treatment area environments. Key responsibilities include performing full registration, obtaining, verifying, and recording personal, demographic, financial, and visit-specific clinical information. The individual must be able to prioritize and multi-task effectively in a hectic and fast-paced clinical environment. All team members within Patient Access Services are expected to maintain a Quality Assurance score of 95% or greater. The position also involves delivering outstanding customer service, ensuring the integrity of data in the hospital’s information system, verifying patient insurance, and applying knowledge of payer requirements for effective reimbursement. The representative assists with departmental coverage, participates in holiday rotations, conducts inpatient interviews, secures patient valuables, and documents accurate information on patient accounts. They serve as a resource for patients regarding registration, insurance eligibility, and admission, and collect insurance copays.

Requirements

High School Diploma/GED
Complete training and obtain CAC certification within 120 days of employment.
0-2 year of hospital registration related experience OR a minimum of three years customer service experience.
Sound judgment and critical thinking
Ability to prioritize and handle multiple tasks in a very busy environment
Strong organization and follow-through skills
Basic computer literacy required
Accuracy and attention to detail
Ability to work independently and as a part of a team
Strong customer service and interpersonal skills
Strong communication skills
Must be flexible and able to function within a team
Ability to maintain composure in stressful circumstances
Basic computer skills and/or facility to learn computer skills required for MS Outlook, Epic
Demonstrates professionalism, maturity, and confidence needed to work effectively in a diverse, multi-cultural, and decentralized environment.
Displays strong, consistent communication skills (oral and written), interpersonal skill, and record keeping skills.
Displays strong organizational skills with ability to manage multiple tasks simultaneously; prioritize work assignments appropriately; and complete follow up task timely.
Demonstrates strong work ethic and ability to meet performance goals for productivity and outcomes with minimal direct supervision.
Demonstrates critical thinking and sound judgment in addressing and resolving barriers, issues, or concerns identified.
Requires strong technical computer skills and proficiency in utilizing Epic and external database systems to research cases and successfully assist patients in securing active coverage.
Displays exceptional customer skills and the ability to engage patients, family members, and team members respectfully, with empathy and cultural sensitivity.
Able to accurately type at least 40 words per minute.
Demonstrates ability to handle difficult situations by using effective problem solving skills.
Demonstrates ability to work independently and as part of a team in a fast paced environment with constant interruption.
Relates effectively to various types of customers in a professional and courteous manner.

Nice To Haves

Bilingual persons strongly preferred.
Persons with hospital and/or healthcare experience strongly preferred.

Responsibilities

Delivers outstanding customer service to both internal and external customers.
Ensures the integrity of the data in the hospital’s information system with respect to patient demographic, insurance and admission information.
Verifies patient insurance using various methods.
Applies knowledge of payer requirements and guidelines to ensure effective reimbursement.
Assists in ensuring adequate departmental coverage when needed, including covering in the Admitting or Emergency Department at the direction of the Admitting Manager.
Participates in holiday coverage rotation.
Conducts inpatient interviews.
Secures patient valuables.
Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.
Serves as a resource for patients and others with questions regarding registration, insurance eligibility and patient admission.
Collects insurance copays from patients.
Collaborates with others to ensure a positive and effective patient experience.
Utilizes supervisor or manager to resolve issues/concerns as needed.
Attends and participates in departmental meetings.
Commits to recognize and respect cultural diversity for all customers (internal and external).
Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.
All other duties as assigned.