Patient Access Representative Variable

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, registration, appointment scheduling, insurance verification, patient collections, switchboard communications, and emergency communications. The representative helps create a positive first impression and facilitates a smooth, efficient experience for patients and visitors through customer service and healthcare administrative support. This variable position requires availability to work various shifts in a 24/7 department. Duties and qualifications vary by level: Representative I, Representative II, and Senior Representative. Representative II and Senior Representatives support, train, and mentor Patient Access Representatives. Senior Representatives also lead or participate in departmental projects and committees and can cross-cover all Patient Access functions. Employees are expected to support Grande Ronde Hospital’s mission, vision, and values, follow its behavioral standards and policies, comply with applicable laws and regulations, and support the hospital Compliance Program. The organization’s mission is to ensure access to high-quality, cost-effective care in a safe and customer-friendly environment. Its stated values are Creativity, Compassion, Collaboration, and Credibility.

Requirements

High school graduate or GED.
Minimum one year of experience in a healthcare or customer service setting for Patient Access Representative I.
Minimum one year in the GRH Patient Access department for Patient Access Representative II.
Certified Healthcare Access Associate (CHAA) certification for Patient Access Representative II and Senior Representative.
Pass the Patient Access Representative II competency module annually for Patient Access Representative II.
Minimum two years in the GRH Patient Access department for Patient Access Senior Representative.
Minimum six months as a Patient Access Representative II in the GRH Patient Access department for Patient Access Senior Representative.
Exemplary performance for Patient Access Senior Representative.
Pass the Patient Access Senior Representative competency module annually for Patient Access Senior Representative.
Availability to work various shifts throughout a 24/7 department.
Communicate clearly and professionally with patients, families, and healthcare team members, verbally and in writing.
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, through reading, writing, and speaking.
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

Accurately pre-register and register patients for scheduled and unscheduled services, searching the Master Patient Index in the Electronic Health Record and entering demographic and financial information correctly.
Verify and obtain insurance information, check authorizations, and coordinate with staff to meet insurance requirements before services are provided.
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.
Provide Advance Beneficiary Notices or waivers as needed, collect payments when possible, and document financial conversations in the EHR.
Comply with EMTALA, HIPAA, Joint Commission and CMS requirements, and hospital policies; protect patient confidentiality and handle sensitive information discreetly.
Greet and assist patients and visitors, provide directions or escort services, and follow AIDET service principles.
Address registration, insurance, and patient-flow issues, escalating concerns appropriately and contributing 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 and operational tasks, including quality checks, maintaining waiting areas and workspaces, ordering supplies, and resolving registration issues through EHR work queues.
Attend department meetings, complete assigned education and compliance training, and stay current on insurance protocols and healthcare regulations.
For Representative II and Senior Representative roles, support, train, and mentor Patient Access Representatives.
For Senior Representative roles, 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 (FSA) and Health Savings Account (HSA) options
401(k) plan with Roth options
401(k) employer contributions: 3% match and 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