Patient Access Specialist I ED Services

Wellstar Health System•Griffin, GA

About The Position

The Patient Access Specialist I is typically the first point of contact for patients presenting to the Emergency Department and is responsible for creating a pleasant experience for patients and visitors. The role follows EMTALA protocols before registering emergency patients; confirms patient identity and demographic information; screens Medicare, Medicaid, and managed-care patients for network status and coordination of benefits; obtains required consents and attestations; and verifies insurance coverage and benefits. The specialist responds to questions about services and accounts, accesses and updates records, collects patient payments, posts transactions, processes receipts and cash, and establishes financial arrangements. Responsibilities also include providing hospital information and directions, documenting account activity, coordinating financial counseling and assistance referrals, resolving errors and denials, and maintaining confidentiality. The position requires professional, courteous interactions and participation in quality improvement, required training, and departmental activities.

Requirements

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

Nice To Haves

Associate's degree.
Epic experience.
Working knowledge of patient registration systems.
Intermediate Microsoft Office Suite skills.

Responsibilities

Interview patients or their 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, and explain or provide instructions related to requested procedures.
Escort patients or arrange for them to be escorted to their assigned rooms.
Update patient account information, obtain medical record numbers for new patients, and document non-routine account circumstances.
Maintain knowledge of registration information systems and perform required system applications.
Protect patient confidentiality in accordance with WellStar policy and HIPAA regulations.
Organize and prioritize work, maintain data-entry proficiency, and resolve errors and applicable Claim, DNB, and Patient WorkQueues.
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 working relationships and tactfully handle difficult situations while presenting a professional appearance.
Attempt to collect estimated self-pay balances for inpatient, outpatient, and emergency accounts at the earliest appropriate collection point.
Complete financial evaluation forms and identify patients with inadequate insurance coverage or potential eligibility for financial assistance.
Refer patients or guarantors to outside funding assistance and maintain information about assistance programs and eligibility requirements.
Document collection efforts, patient or guarantor interactions, self-pay activity, and Medicaid referrals.
Coordinate financial counseling 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, and complete appropriate WorkQueue errors or issues.
Meet collection and time-frame expectations, report self-pay collection results, and provide feedback about collection and data-integrity issues.
Observe work hours and provide appropriate notice of absences, tardiness, and schedule changes.
Attend departmental meetings when requested, complete required monthly, quarterly, and annual training, and perform other duties as assigned.
Participate in quality improvement and demonstrate WellStar's service-excellence expectations.