Patient Access Specialist I

Wellstar Health System•Marietta, GA

About The Position

The Patient Access Specialist I is typically the first point of contact for patients and visitors and helps ensure a pleasant, professional experience. The role interviews patients and representatives to collect accurate demographic, financial, and insurance information; screens patients for pre-certification and provider-service eligibility; obtains required consents and signatures; verifies coverage and benefits; and coordinates collection of estimated patient liabilities. The specialist responds to questions, addresses concerns, maintains and updates records, processes receipts and transactions, assists with hospital information and directions, and establishes financial arrangements to help ensure reimbursement for services. The position supports scheduling and pre-admission arrangements, patient registration, financial counseling, self-pay collections, Medicaid screening and referrals, denial resolution, and accurate documentation. It works with patients, guarantors, physician offices, and departments across the health system while maintaining patient confidentiality and following applicable policies and procedures. The posted work schedule is Monday through Friday, 8:30 a.m. to 5 p.m.

Requirements

High school diploma or GED.
At least one year of experience in healthcare or an institutional (corporate) work setting.
Computer and data-entry experience.
Ability to communicate with various 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.
Complete Patient Access Services (PAS) Operations Onboarding Training and achieve the required passing score on the final exam within 45 days of hire.

Nice To Haves

Working knowledge of patient registration systems.
Intermediate Microsoft Office Suite skills.
Epic experience.
After passing the PAS onboarding exam, eligible employees may progress through enrollment in the WHS Enterprise Membership–HFMA Certification program, subject to PAS leadership approval.

Responsibilities

Receive patient reservation and scheduling requests from physician offices, make pre-admission arrangements, and advise offices about unavailable dates.
Interview patients or representatives to obtain complete demographic, financial, and insurance information, and enter and update information in the registration system.
Obtain required signatures, consents, and payer-specific forms; review physician orders and instruct patients accordingly.
Arrange or provide patient escorts to procedure areas and assigned rooms.
Obtain new medical record numbers for newborn admissions and other new patients.
Document non-routine circumstances, special billing processes, self-pay collection activity, patient or guarantor interactions, and referrals to Medicaid.
Maintain knowledge of information systems and perform required system applications; resolve errors and applicable Claim, DNB, and Patient WorkQueues.
Assist physicians and office staff with scheduling, pre-admission, Medicaid screening, and pre-certifications.
Maintain patient confidentiality in accordance with system policy and HIPAA regulations.
Greet guests professionally, answer incoming calls, follow through on requests, and provide hospital information and directions.
Receive patients’ valuables for safekeeping in the hospital safe.
Maintain courteous and cooperative working relationships and tactfully handle difficult situations.
Attempt to collect estimated self-pay balances for inpatient, outpatient, and emergency accounts at the earliest appropriate collection point.
Monitor in-house accounts and arrange payment with guarantors before discharge or within ten working days afterward.
Complete financial evaluation forms documenting guarantors’ income, expenses, assets, and liabilities.
Identify patients without adequate insurance, assess ability to pay non-covered charges, and determine potential eligibility for financial assistance programs such as Medicaid.
Maintain information about healthcare financial assistance programs and eligibility requirements; refer patients or guarantors to outside funding assistance as needed.
Contact scheduled patients before admission to obtain information, explain financial policies, estimate balances, and obtain a promise to pay.
Interview inpatients and selected self-pay outpatients at registration or within 24 hours of admission to verify financial and insurance information, explain policies, and collect estimated balances.
Coordinate financial counseling with Admitting, Outpatient Registration, Emergency 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, report collection results to the direct supervisor, and provide feedback to PAS management on collections and data integrity.
Observe work hours, provide notice of absences or schedule changes, attend requested departmental meetings, and complete mandatory training.
Comply with WellStar Health System policies, standards of work, and code of conduct; perform other duties as assigned.