Patient Access Specialist I ED Services SP SG WG

Wellstar Health System•LaGrange, GA

5d•Onsite

About The Position

The Patient Access Specialist I is typically the first point of contact for patients arriving at the Emergency Department and is responsible for providing a pleasant, professional experience. The role follows EMTALA protocols before registering emergency patients; verifies identity and demographics; screens Medicare, Medicaid, and managed-care patients for network status and coordination of benefits; obtains required consents and attestations; and establishes financial arrangements to help ensure reimbursement for services. The specialist responds to questions and requests, updates customer records, collects and posts patient payments, processes receipts and cash, and provides hospital information and directions. The role also supports registration and account accuracy, patient confidentiality, financial counseling and assistance referrals, and department quality-improvement work. The position follows a rotating schedule and is expected to comply with WellStar policies, attendance requirements, training, and standards of conduct.

Requirements

High school diploma or GED required.
At least 1 year of experience in healthcare or an institutional (corporate) work setting required.
Computer and data-entry experience required.
Ability to communicate with members of the healthcare team.
Effective written and verbal communication skills, attention to detail, self-direction, and a positive attitude.
Effective problem-solving and critical-thinking skills.
Ability to maintain patient confidentiality and follow applicable policies and procedures.

Nice To Haves

Associate degree in a related field preferred.
Epic experience preferred.
Working knowledge of patient registration systems preferred.
Intermediate Microsoft Office Suite skills preferred.

Responsibilities

Interview patients or representatives to obtain accurate demographic, financial, and insurance information, and enter it into the registration system.
Follow EMTALA protocols before registering Emergency Department patients.
Obtain required signatures and payer-specific forms; review physician orders and instruct patients accordingly.
Escort patients or arrange for them to be escorted to assigned rooms.
Update patient account information, obtain new medical record numbers for newborns and other new patients, and document non-routine circumstances and billing processes.
Maintain working knowledge of information systems and complete required system applications, including data entry and resolution of applicable Claim, DNB, and Patient WorkQueues.
Maintain patient confidentiality in accordance with WellStar policy and HIPAA regulations.
Organize and prioritize work, maintain data-entry proficiency, and complete work productively and within designated time frames.
Greet guests professionally, answer incoming calls, follow through on requests, and provide hospital information and directions.
Receive patient valuables for safekeeping in the hospital safe.
Maintain courteous and cooperative working relationships and tactfully handle difficult situations.
Present a well-groomed, professional image consistent with department and hospital dress codes.
Attempt to collect estimated self-pay balances for inpatient, outpatient, and ER accounts at the earliest appropriate collection point.
Complete financial evaluation forms and identify patients who may lack adequate insurance coverage or may qualify for financial assistance, including Medicaid.
Maintain information on financial assistance programs and eligibility requirements, and refer patients or guarantors to outside funding sources as needed.
Document self-pay collection activity, patient or guarantor interactions, account-balance collection efforts, and Medicaid referrals.
Coordinate financial counseling activities with the PAS Financial Counselor, Registration, Utilization Review, Nursing, Social Services, and Patient Financial Services.
Verify insurance coverage and benefits; identify and resolve payer denials as indicated.
Meet monthly collection quotas and report self-pay collection results to the direct supervisor as required; provide management feedback on collection and data-integrity issues.
Complete appropriate WorkQueue errors and issues.
Observe work hours and provide proper notice of absences, tardiness, or schedule changes.
Attend select departmental meetings and complete mandatory monthly, quarterly, and annual training.
Participate in quality-improvement processes and comply with WellStar policies, standards of work, and code of conduct.
Perform other duties as assigned.