Representative I, Patient Access-Full time-Days

Trinity Health•Davenport, IA

About The Position

At MercyOne, health care is more than a doctor’s visit or a place to go when medical attention is needed. The organization’s mission is to improve the health of its communities, both when people are sick and by helping them stay well. As a Representative I at MercyOne, you provide patient-focused customer service. You perform outpatient and/or inpatient registration and insurance verification functions, collect patient financial liability payments, and ensure patients meet financial requirements, including Medicare medical necessity, payer pre-certifications, and referrals. You also provide general information to hospital users, patients, families, and physician offices. The position supports MercyOne’s Trinity Health culture and follows applicable policies, processes, laws, regulations, and compliance guidelines. The posting describes PAR I as an entry-level position. A separate PAR II description covers cross-training in Pre-Service, the Emergency Department, and/or Bed Desk, with additional experience and knowledge requirements. The listed schedule is 0700–1530, every other weekend, and some holidays.

Requirements

Minimum of one year of customer service experience for PAR I.
Knowledge of departmental processes and procedures and ability to readily acquire new knowledge.
Maintain a working knowledge of applicable federal, state, and local laws and regulations, the Trinity Health Integrity & Compliance Program and Code of Conduct, and other applicable policies, procedures, and guidelines.

Nice To Haves

Patient Access experience is preferred.
For PAR II: minimum of two years of hospital registration or insurance verification experience upon hire.
For PAR II: knowledge of medical terminology, diagnostic coding, and procedural coding.
For PAR II: ability to explain insurance benefits.
For PAR II: cross-training and performance of activities in Pre-Service, the Emergency Department, and/or Bed Desk.

Responsibilities

Provide patient-focused customer service.
Perform outpatient and/or inpatient registration and insurance verification.
Collect patient financial liability payments.
Ensure patients meet financial requirements, including Medicare medical necessity, payer pre-certifications, and referrals.
Provide general information to hospital users, patients, families, and physician offices.
Demonstrate MercyOne and Trinity Health mission, values, vision, actions, and promise in behaviors, practices, and decisions.
Research, collect, and analyze information; identify opportunities; develop solutions; and lead issues through resolution.
Collaborate on performance-improvement activities based on program efficiency and patient experience outcomes.
Distribute analytical reports.
Use multiple system applications to perform analysis, create reports, and develop educational materials.
Apply knowledge of Trinity Health policies, practices, and processes to prioritize quality, confidentiality, and safety.
Research and compile information for ad hoc operational projects and initiatives.
Synthesize and analyze data; provide detailed summaries and graphical presentations of trends; and recommend practical options or solutions while considering business strategy and supporting leadership decisions.
Use program and operational data and measurements to define and demonstrate progress, return on investment, and impacts.
Maintain working knowledge of applicable laws, regulations, compliance requirements, codes of conduct, policies, procedures, and guidelines, and adhere to them with honest, ethical, professional behavior and safe work practices.