Patient Representative

North Country Hospital•Newport, VT

21h

About The Position

Patient Access Representatives serve as the first point of contact for patients and visitors at North Country Hospital. This administrative role helps patients access medical care and treatment and guides visitors according to hospital policies and protocols. The representative interacts respectfully and courteously with hospital staff, physicians, patients, patients’ families and friends, and coworkers, and complies with HIPAA regulations concerning protected health information (PHI). The position involves patient registration and financial registration, communications and call handling, emergency and EMS coordination, and completion of shift duties that support accurate information and smooth claim processing.

Requirements

High school diploma or equivalent.
Computer and electronic communications skills.
Ability to use multiple systems to complete key responsibilities.
Ability to maintain a neat and orderly appearance.

Nice To Haves

Medical terminology knowledge.
One year of prior office experience.

Responsibilities

Obtain and verify patient identity, demographic, and registration information, and explain the purpose and requirements of patient documents.
Complete registrations for ambulatory, inpatient, and Emergency Department settings, recognizing the differences among them.
Follow up with patients at the bedside when information was not obtained at admission; obtain signatures and complete forms, including consents, Medicare-required documents, and accident information.
Complete financial registration tasks, including verifying guarantor accounts, interpreting eligibility status, collecting insurance document signatures and patient payments, scanning insurance cards, taking patient photos, and creating financial estimates.
Monitor on-calls, contact on-call physicians, and transfer return calls to patients.
Coordinate EMS toning for hospital transfers to home, nursing homes, or higher-level-care facilities, and record the required call and transfer information.
Monitor the EMS radio and emergency alarm panel and notify the appropriate parties of activity.
Manage and record EMS call data, including saving all EMS tones daily.
Make overhead intercom announcements for internal emergency codes, stat and emergency calls, disaster drills, and other hospital functions.
Receive disaster information, notify personnel and departments, and signal all clear when appropriate.
Assist the Switchboard Operator/Clerk with answering and screening hospital and answering-service calls according to established protocols.
Relay calls to the appropriate department or extension, transfer calls or place them on hold as needed, explain how to use voicemail, and complete calls for patients who need assistance.
Complete shift duties, including contacting insurers for prior authorizations or obtaining them online, monitoring admission logs, and tracking missing physician signatures on orders.
Review completed registrations daily for accuracy and smooth transitions according to Revenue Cycle requirements.
Track petty cash use and balance it at the end of each shift.
Support coworkers and communicate professionally and promptly with internal and external customers.
Greet customers in a friendly manner, including smiling and making eye contact, and anticipate and respond helpfully to their needs.
Remain calm under pressure and handle difficult situations effectively.