Patient Access & Scheduling Associate (GMG)

Genesis Healthcare System•Moline, IL

3d•Onsite

About The Position

The Patient Access Associate greets patients, family members, and visitors and obtains or verifies demographic, clinical, financial, and insurance information while registering patients for services. The role includes entering patient and guarantor information into the patient accounting system, collecting signatures on required forms, and imaging or copying registration documents. The associate provides courteous directions and assistance, supports timely patient flow, and communicates with scheduling and ancillary departments. The position performs registration and related duties in a variety of settings and for multiple patient types. It may include pre-registration, collecting payments, providing financial information, checking medical necessity, obtaining physician orders, scanning documents, preparing reports, and cross-training to provide coverage or help train new employees. Employees are expected to follow applicable laws, regulations, and Genesis policies and procedures and to provide compassionate, respectful, patient-centered service while protecting privacy and supporting a safe environment. The role works in an office environment that is well-lit, temperature controlled, and generally free from hazards, with low-to-moderate noise. It involves extensive telephone and computer use, prolonged viewing of a CRT screen, and occasional filing and other physical tasks.

Requirements

High school diploma or equivalent.
At least six months of work experience in a physician office, hospital, or clinic performing registration activities, or at an insurance company performing payer activities.
Excellent verbal and written communication skills and interpersonal skills for working with peers and internal and external customers.
Accuracy, attention to detail, and time-management skills.
Ability to work in a collaborative, shared-leadership environment.
Thorough knowledge of insurance documentation requirements, the patient accounting system, and data-entry codes used for documentation and billing.
Thorough understanding of HIPAA confidentiality regulations.
Ability to work with changing priorities and manage concurrent tasks in a potentially stressful environment with people who have diverse personalities and work styles.
Excellent problem-solving skills and ability to assess dynamic situations and exercise judgment quickly.
Ability to comprehend and retain information and apply it to work procedures and service delivery.
Ability to use a telephone, personal computer, and other business machines extensively.
Ability to bend, reach, push, and pull file drawers.
Ability to regularly lift or move up to 10 pounds, frequently lift or move up to 25 pounds, and occasionally lift or move up to 50 pounds.
Visual abilities including near vision, peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Greet patients, family members, and visitors courteously and determine what assistance they need, including directions.
Determine registration and transportation sequence based on departmental guidelines and patient health; identify the service required and refer patients to appropriate scheduling or ancillary departments.
Obtain, validate, and enter demographic, clinical, financial, and insurance information into the patient accounting system by interviewing patients, family members, or guarantors.
Inform patients or guarantors of financial liabilities and collect applicable co-payments, co-insurance, deductibles, deposits, and outstanding balances; document actions and payments, issue receipts, and refer patients for financial counseling as needed.
Review Medicare and non-Medicare cases for medical necessity and clinical and financial clearance; contact physicians or clinical staff for clarification when needed.
Obtain signed physician orders for tests and procedures and scan orders and other documentation into the patient accounting system.
Obtain and scan required patient or guarantor signatures and provide patient information and required documents.
Perform pre-registration for selected patients and provide information about directions, parking, and transportation services.
Provide timely information and assistance to patients, families, and visitors, and coordinate with ancillary departments to support patient flow and data integrity.
Prepare special reports as directed by the manager concerning patient access department service utilization and patient flow.
Cross-train to provide relief support to other staff as needed and potentially serve as a resource for training new employees.
Maintain knowledge of applicable laws, regulations, and Genesis policies and procedures and perform work ethically and professionally.
Perform other duties as needed and assigned by the manager.
Promote patient-centered care, protect dignity and confidential information, communicate effectively, and contribute to a safe, clean, and quiet environment.