Representative, Patient Access

Trinity Health•Livonia, MI

4d•Onsite

About The Position

Provides patient-focused customer service within the Emergency Department. Performs outpatient and/or inpatient registration and insurance verification; collects patient financial liability payments; and ensures patients meet financial requirements, including Medicare medical necessity, payer pre-certifications, and referrals. Provides general information to hospital users, patients, families, and physician offices. The position may be filled at Patient Access level I or level II based on the selected incumbent’s prior work experience and matched qualifications. It is a contingent/per-diem, fully on-site role at Trinity Health Livonia. Patient Access Representatives research, collect, and analyze information; identify opportunities and develop solutions through resolution; and collaborate on performance improvement activities based on program efficiency and patient experience outcomes. They distribute analytical reports and use multiple system applications to analyze information, create reports, and develop educational materials. They synthesize and analyze data, prepare detailed summaries and graphical presentations showing trends, recommend practical options or solutions, and consider business strategy and leadership decision-making. They use program and operational data and measurements to demonstrate progress, return on investment, and impact. The role requires working knowledge of applicable federal, state, and local laws and regulations, Trinity Health’s Integrity & Compliance Program and Code of Conduct, and other policies, procedures, and guidelines, with adherence to honest, ethical, professional behavior and safe work practices. A Patient Access Representative II also performs all aspects of the level I role and is cross-trained to perform activities in Pre-Service, the Emergency Department, and/or the Bed Desk.

Requirements

High school diploma or GED.
HFMA CRCR or NAHAM CHAA certification required within one year of hire.
For Patient Access Representative II: at least two years of hospital registration or insurance verification experience.
For Patient Access Representative II: knowledge of medical terminology, diagnostic coding, and procedural coding.
For Patient Access Representative II: ability to explain insurance benefits.
Ability to follow tasks through to completion, understand and relate to complex ideas or concepts, remember multiple tasks and regimens over long periods, and work on concurrent tasks or projects.
Ability to read small print, hear sounds and voice or speech patterns, and give and receive instructions and other verbal communications in person or by phone, computer, device, or assigned equipment, with some background noise.
Ability to maintain a safe working environment and use available personal protective equipment.
Ability to perform work involving sitting, standing, walking, bending, stooping, reaching, pushing, pulling, and use of upper and lower extremities; lift up to 30 pounds unassisted; and perform occasional patient transporting, moving, positioning, or ambulating.

Responsibilities

Provide patient-focused customer service within the Emergency Department.
Perform outpatient and/or inpatient registration and insurance verification.
Collect patient financial liability payments and 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.
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 and use multiple system applications to analyze information, create reports, and develop educational materials.
Synthesize and analyze data; prepare detailed summaries and graphical presentations illustrating trends and recommend practical options or solutions while considering business strategy and supporting leadership decision-making.
Use program and operational data and measurements to define and demonstrate progress, return on investment, and impacts.
Maintain working knowledge of applicable laws, regulations, Trinity Health policies and guidelines, and comply with them through honest, ethical, professional behavior and safe work practices.
For Patient Access Representative II, perform all level I duties and cross-trained activities in Pre-Service, the Emergency Department, and/or the Bed Desk.