Patient Access Representative

Yale New Haven Health • New Haven, CT

13d

About The Position

The Patient Access Registration Representative is responsible for performing complete registrations by verifying and securing all demographic and insurance information in a timely and accurate manner. Demonstrates the use of Super Service Behaviors to exceed the patient?s experience. Accountable for point of service collections; Ability to explain and answer registration related questions on demand. Perform duties that relate to incoming/outgoing referrals; registration work-ques; and other related responsibilities including answering telephones, follow-up calls, and scheduling appointments.

Requirements

• High school diploma or GED
• One (1) to two (2) years of work experience in a customer service environment, preferably in a hospital /physician office.
• Self-directed, well organized and exhibiting excellent interpersonal and team-oriented skills with a strong ability to interpret insurance benefits and apply to hospital services.
• Basic computer skills and the ability to adapt to various programs/systems.
• Capable of balancing appropriate levels of intervention and partnering with clinical staff to ensure the highest quality of patient care.

Nice To Haves

• Associate degree preferred

Responsibilities

• Ensures smooth functioning of all processes to promote a positive patient experience by acknowledging and receiving patients, physicians and visitors to the department following YNNH Standards of Professional Behavior. Exhibits a positive attitude as it relates to interaction with coworkers, performance of job responsibilities, and demonstrates a genuine interest in the proper performance of the job. Follows departmental guidelines. Begins and carries through the service recovery process when service was less than optimal.
• Collects necessary patient demographics and insurance information when completing the registration process. Obtains required signatures and ensures appropriate authorizations are obtained. Documents account information and systems appropriately. Makes all attempts to collect copay and/or deductibles due at point of service. Informs patients of their financial responsibilities as it relates to benefits and non-covered balances.
• Accurately and promptly schedules patients per department standards. Maximizes scheduling opportunities, filling all available slots with patient appointments. Demonstrates and applies sound knowledge of policies and procedures when performing all scheduling and registration functions. Perform duties that relate to incoming/outgoing referrals; actively work to resolve the patient account registration error work-que.
• Answers phone in courteous, professional, and timely manner while identifying self and department. Responds to questions or needs, utilizes Epic in basket/telephone encounter functionality by recording appropriate information and promptly relaying messages to appropriate personnel.
• Ability to acclimate, support, and promote technological efforts (i.e., kiosks, tablets, teleportivity) that will enhance the patient?s experience.
• Performs all functions in accordance with established policies and procedures. Proactively addresses issues or processes and recommends solutions.
• Crosstrain and able to complete expected job functions in at least one other department as directed by management team.
• Able to communicate and escalate issues to management teams. Actively participates in all staff meetings, seminars, training sessions, and workgroups to advance departmental goals. Supports organizational and departmental goals as directed by management team.
• Performs other duties as requested or required by manager.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED