Patient Access Representative One

Emory Healthcare•Atlanta, GA

3h•$18 - $22

About The Position

The Patient Access Representative coordinates, prioritizes, and completes front-end patient registration activities from pre-registration through discharge within the Patient Access Services Department. The role verifies insurance coverage and requirements, completes registrations accurately according to departmental protocols and regulatory standards, and helps prioritize work to support reimbursement and avoid financial risk to patients and the hospital. The representative contacts patients to pre-register or confirm appointments, explains hospital financial policies and patient financial liability, and makes appropriate efforts to collect amounts due. They identify patients who may need early financial counseling and refer uninsured patients to a financial counselor as appropriate. They also assist patients, guarantors, and families with insurance questions, escalating unresolved benefit concerns to the department Financial Counselor. The role includes searching databases to determine whether patients are new or established; verifying patient and insurance information; obtaining required signatures; scanning identification, insurance cards, and registration documents; distributing paperwork according to department procedures; and scheduling procedures or follow-up appointments. The representative maintains confidentiality, follows applicable regulations and guidelines, responds to requests promptly, communicates concerns professionally, and contributes ideas for improvement. They maintain required accuracy, productivity, quality, and collections standards while working in a fast-paced, high-volume environment.

Requirements

High school diploma or equivalent.
Working knowledge of health plan coverage types.
Excellent interpersonal, verbal, and written communication skills, with the ability to communicate effectively at a level appropriate for the job.
Ability to work well with individuals at all levels of the organization.
Experience using general office equipment.
Demonstrated ability to work in a fast-paced, demanding team environment with daily deadlines.
Ability to manage time and handle high patient volumes in a fast-paced setting.
Ability to maintain confidentiality and follow applicable regulations and guidelines.

Nice To Haves

Registration, telephone, or call-center experience.
Pre-registration or scheduling experience.

Responsibilities

Coordinate, prioritize, and complete patient registration activities from pre-registration through discharge.
Verify patient insurance and ensure insurance requirements are met before or on the date of service.
Complete accurate registrations according to departmental protocols, standards, policies, procedures, and regulatory requirements.
Call patients to pre-register or confirm appointments.
Prioritize work to support reimbursement and reduce financial risk to patients and the hospital.
Inform patients of their financial liability and make appropriate efforts to collect amounts due, documenting responses when payment is not collected.
Identify patients who need early financial counseling and refer uninsured patients to a financial counselor as appropriate.
Assist patients, guarantors, and families with insurance questions and escalate unresolved insurance benefit concerns to the department Financial Counselor.
Maintain confidentiality of patient, employee, and other protected information.
Search databases to establish whether a patient is new or established.
Obtain required signatures for release of information and registration documents, following policy and procedure.
Verify information for established patients or enter information for new patients, completing registration before discharge.
Reconfirm patients’ dates of birth and the legal spelling of their names.
Scan appropriate documents, including registration agreements, privacy notices, Medicare messages, patient identification, and insurance cards.
Distribute registration paperwork according to departmental procedures.
Schedule procedures and follow-up appointments and communicate the hospital’s financial policies to patients.
Maintain required monthly assurance accuracy rates and departmental productivity, quality, and collections standards.
Follow applicable state and federal regulations and guidelines, including EMTALA, CMS, HIPAA, and JCAHO guidelines.
Communicate issues and concerns constructively and professionally, respond to verbal and written requests in a timely manner, and participate in generating improvement ideas.