Patient Access Specialist II

Fairview Health Services•Minneapolis, MN

2d•Onsite

About The Position

As part of Revenue Cycle Management, this position is responsible for creating a positive first impression of M Health Fairview and ensuring an exceptional experience while interacting with patients, families, and internal and external stakeholders. The role gathers patient demographic information for complete and accurate registration, identifies insurance, gathers benefits, communicates financial obligations, and collects patient payments. The specialist is expected to demonstrate M Health Fairview’s commitments—Integrity, Service, Compassion, Innovation, and Dignity—along with critical thinking, a strong work ethic, and flexibility. The position is based in the UMMC Emergency Room and works a 3:30 p.m.–12:00 a.m. schedule. Week 1 includes Monday, Tuesday, Friday, Saturday, and Sunday; Week 2 includes Monday and Tuesday. The role rotates between the hospital emergency room and scheduled services for registered patients and participates in a weekend on-call rotation.

Requirements

Two years of combined customer service, healthcare revenue cycle, or equivalent Level 1 position experience.
Patient collections experience in a medical setting.
Effective written and verbal communication skills.
Attention to detail, self-direction, and a positive attitude.
Ability to work independently and in a team environment.

Nice To Haves

Post-secondary education.
Ability to perform accurately and efficiently in EPIC, Microsoft Office Suite, and other computer programs.
Experience serving as a subject matter expert and willingness to support team questions.

Responsibilities

Interview patients to obtain and document accurate demographic and insurance information in the medical record.
Use insurance knowledge and online, web-based, or phone resources to code insurance and verify eligibility accurately and efficiently.
Complete patient check-in, including collecting co-pays, obtaining signatures, scanning insurance cards or IDs, and providing regulatory notices.
Support price transparency by educating patients, collecting estimated financial responsibilities, and referring them to financial assistance or counseling as appropriate.
Interact with patients and families in challenging situations, using de-escalation skills when needed.
Manage daily worklists and work queues and resolve assigned tasks in a timely, accurate, and efficient manner.
Assist in training and mentoring new and existing staff.
Confirm insurance benefits for services, including coverage limitations, referral or authorization requirements, and patient liabilities.
Provide proactive price estimates, explain financial responsibilities, collect payments, inform patients of coverage gaps, explain options, and refer patients to financial counseling as needed.
Prepare and communicate or deliver notices of non-coverage, such as HINN, ABN, waivers, and Medicare lifetime reserve days.
Follow up with payers on active authorized referral requests to verify determinations or the payer’s progress in the determination process.
Collaborate with other departments and teams to manage tasks according to established criteria in a high-volume environment, and provide patients with resources and contacts as needed.
Follow compliance and regulatory requirements, department protocols, and procedures; protect patient privacy and access information only as needed for job duties.
Contribute to processes that enable collection of expected payments.
Participate in improvement efforts and initiatives that support organizational goals and vision, and adhere to Revenue Cycle’s Escalation Policy.
Rotate between the hospital emergency room and scheduled services for registered patients.
Participate in the weekend on-call rotation.