Patient Access & Scheduling Associate

Genesis Healthcare System•Moline, IL

1d•Onsite

About The Position

The Patient Access Associate greets patients and family members and obtains or verifies demographic, clinical, financial, and insurance information while registering patients for services. The role enters patient and guarantor information into the patient accounting system, collects signatures on required forms, and images or copies registration documents. The associate works in a variety of settings and with multiple patient types, helps maintain timely patient flow, and provides courteous, customer-centered assistance to patients, families, visitors, and internal departments. The position also involves informing patients and guarantors about financial liabilities, collecting payments, reviewing medical necessity and documentation, obtaining physician orders, and completing pre-registration or other registration-related tasks as assigned. The associate is expected to uphold Genesis’s mission and values, protect patient privacy, promote safety, and work effectively amid changing priorities. The role is based in an office environment, with extensive computer and telephone use and occasional movement of records and assistance with patient transport.

Requirements

High school diploma or equivalent.
At least six months of work experience in registration activities in a physician office, hospital, or clinic, or payer activities at an insurance company.
Excellent verbal and written communication skills and interpersonal skills for dealing 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 to document and bill patient accounts.
Thorough understanding of HIPAA confidentiality regulations.
Ability to work with changing priorities and multiple concurrent tasks or projects in a potentially stressful environment with people who have diverse personalities and work styles.
Excellent problem-solving skills and the ability to assess dynamic situations and exercise judgment quickly.
Ability to comprehend and retain information and apply it to work procedures and appropriate service delivery.
Ability to work all shifts, extra hours, holidays, and emergency shifts as required, and to periodically rotate shifts and regular days off.
Ability to perform the physical requirements described: regular lifting or moving up to 10 pounds, frequent lifting or moving up to 25 pounds, and occasional lifting or moving up to 50 pounds; bending, reaching, pushing, and pulling file drawers; and required near, peripheral, and depth vision and focus adjustment.

Responsibilities

Greet patients, family members, and visitors courteously and determine what assistance they need.
Prioritize registration and transportation according to departmental guidelines and patient health needs; identify service needs and refer patients to appropriate scheduling or ancillary departments.
Arrange timely registration and transportation support, including requesting help from staff or volunteers when needed.
Provide wheelchair assistance or obtain clinical support; escort or transport patients and belongings, and distribute registration forms, ID bracelets, patient ID plates, and other items.
Obtain, validate, and enter demographic, clinical, financial, and insurance information into the patient accounting system by interviewing patients, family members, or guarantors.
Explain patient or guarantor financial liabilities and collect applicable co-payments, co-insurance, deductibles, deposits, and outstanding balances; provide financial education, refer patients to financial counseling as needed, document actions and payments, and issue receipts.
Review medical necessity for Medicare and non-Medicare cases and contact scheduling staff when diagnoses or tests and procedures require clarification.
Obtain signed physician orders for tests and procedures and scan orders and other documentation into the patient accounting system.
Prepare patient identification bracelets and labels; obtain and scan required patient or guarantor signatures; when needed, inventory and record patient valuables and obtain authorizations.
Perform pre-registration for selected patients and provide information about directions, parking, transportation, and overnight accommodations.
Provide information, directions, and assistance while coordinating with ancillary departments to support patient flow and accurate data.
Prepare special reports as directed by the manager regarding department service utilization and patient flow.
Receive cross-training to provide relief support and, when selected, help train new employees.
Follow applicable laws, regulations, and Genesis policies and procedures, maintaining ethical and professional conduct.
Promote patient-centered service, confidentiality, safety, and a safe, clean, and quiet environment.
Perform other duties as assigned by the manager.