Patient Access Services Representative

Brattleboro Retreat•Brattleboro, VT

About The Position

Under the general guidance of the Patient Access Services Manager and Revenue Cycle Director, the PAS Representative performs financial screening and admission functions necessary to assist patients to access services at Brattleboro Retreat and ensure funding is obtained for all services. The PAS Representative provides excellence in customer service to the Retreat patients and referral agencies, and represents the Retreat in our objectives to respect the patients, families, and communities we serve. The PAS Representative schedules visits, pre-admits, and admits patients by telephone and/or in person and utilizes electronic health information systems to verify eligibility, verify benefits, and effectively communicate with caregivers and patients to ensure an efficient and customer friendly experience. The PAS Representatives performs a variety of complex duties for the registration and scheduling of patients for mental health services, tests, therapy, and associated services and will coordinate the provision of multiple services to patients and their families as well as referral entities with the various communities the Retreat services. Major duties include: efficiently collect accurate demographic information, review and interpret complex insurance benefits, obtaining prior authorizations, patient estimates, cash collections, interaction with public assistance programs (i.e., Vermont Medicaid), implementation of Medicare requirements, interaction with physicians/office personnel as well as other Retreat personnel, units and departments, and referral of appropriate cases to other internal and external sources to assist patients with discharge/post hospital care. Interact with Retreat departments such as Utilization Review, Referral & Evaluation Services, and Patient Financial Services to ensure correct and timely reimbursement.

Requirements

Associate Degree or above in a related health care field is preferred. High School diploma or equivalent (GED) is required. Strong and relevant customer service backgrounds will also be considered.
A minimum of three (3) years previous admission/registration experience in a large, complex psychiatric, acute care, or multi-physician group healthcare setting preferred.
A minimum of two years experience working in a behavioral health environment preferred.
A strong, out-going, empathic presentation with the ability to obtain sensitive information from patient’s in crisis is an absolute must.

Nice To Haves

Associate Degree or above in a related health care field is preferred.
A minimum of three (3) years previous admission/registration experience in a large, complex psychiatric, acute care, or multi-physician group healthcare setting preferred.
A minimum of two years experience working in a behavioral health environment preferred.

Responsibilities

Performs financial screening and admissions functionality necessary to assist patients to access Brattleboro Retreat Services utilizing excellence in customer service
Establishes financial eligibility utilizing Electronic Eligibility websites, batch eligibility software, and /or eligibility systems as well as phone calls with payers to determine eligibility, psychiatric benefits, pre-certification and certification requirements, and pre-authorization requirements to determine the funding source of each patient for each encounter with the Retreat
Using charge estimators, patient financial history, and cash collection policies and procedures to determine the patient responsibility and effectively communicate this to patients and families utilizing excellence in customer service
Performs pre-registration and registration tasks and activities including gathering demographic and financial information and appropriate entry into the HCIS (Netsmart/Avatar) system with a high degree of accuracy, timeliness, and completeness
Obtains authorizations for certain services based on standards of the department of Patient Access Services
Interacts with Physician Offices, Emergency Departments, Other Referral Entities, Hospital Departments, Patient Financial Services, and various payer sources utilizing excellence in customer service
Makes arrangements and collect co-pays, deductibles, and any other payments due at the time of service
Meets established standards for productivity and quality
Demonstrates an ability to use good judgement and sound decision making skills for maintaining confidentiality and solving problems and answering patient and family questions
Works collaboratively with PAS team to monitor patient flow for registration and ensures patient waiting time is minimal and meets established standards for patient wait times
Creates and maintains schedules and follow up visits when/where appropriate