ED Patient Access Representative

Ensures that the Emergency Department patient registration and billing information is complete and accurate. Provides support as needed to all ED staff. Must be able to function in both central and pod/treatment area environments. Performs full registration and obtains, verifies and records personal, demographic, financial and visit-specific clinical information. Prioritizes and multi-tasks in a hectic and fast-paced clinical environment. All team members within Patient Access Services are expected to maintain a Quality Assurance score of 95% or greater.

Position: ED Patient Access Representative

Department: Patient Access Services

Schedule: Full Time (M-F 11pm-7:30am, 40 hrs)

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Delivers outstanding customer service to both internal and external customers.

• Ensures the integrity of the data in the hospital’s information system with respect to patient demographic, insurance and admission information.

• Verifies patient insurance using various methods.

• Applies knowledge of payer requirements and guidelines to ensure effective reimbursement.

• Assists in ensuring adequate departmental coverage when needed. This includes covering in the Admitting or Emergency Department at the direction of the Admitting Manager.

• Participates in holiday coverage rotation.

• Conducts inpatient interviews.

• Secures patient valuables.

• Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.

• Demonstrates ability to handle difficult situations by using effective problem solving skills.

• Serves as a resource for patients and others with questions regarding registration, insurance eligibility and patient admission.

• Collects insurance copays from patients.

• Collaborates with others to ensure a positive and effective patient experience.

• Demonstrates ability to work independently and as part of a team in a fast paced environment with constant interruption.

• Flexible availability to accommodate work coverage requests.

• Able to accurately type at least 40 words per minute.

• Relates effectively to various types of customers in a professional and courteous manner.

• Utilizes supervisor or manager to resolve issues/concerns as needed.

• Attends and participates in departmental meetings.

• Commits to recognize and respect cultural diversity for all customers (internal and external).

• Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

• All other duties as assigned.

 (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job.  The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• High School Diploma/GED

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Individual must complete training and obtain CAC certification within 120 days of employment.

EXPERIENCE:

• 0-2 year of hospital registration related experience OR a minimum of three years customer service experience.

• Bilingual persons and persons with hospital and/or healthcare experience strongly preferred.

KNOWLEDGE AND SKILLS:

• Sound judgment and critical thinking

• Ability to prioritize and handle multiple tasks in a very busy environment

• Strong organization and follow-through skills

• Basic computer literacy required

• Accuracy and attention to detail

• Ability to work independently and as a part of a team

• Strong customer service and interpersonal skills

• Strong communication skills

• Must be flexible and able to function within a team

• Ability to maintain composure in stressful circumstances

• Basic computer skills and/or facility to learn computer skills required for MS Outlook, Epic

• Demonstrates professionalism, maturity, and confidence needed to work effectively in a diverse, multi-cultural, and decentralized environment.

• Displays strong, consistent communication skills, (oral and written), interpersonal skill, and record keeping skills.

• Displays strong organizational skills with ability to manage multiple tasks simultaneously; prioritize work assignments appropriately; and complete follow up task timely.  

• Demonstrates strong work ethic and ability to meet performance goals for productivity and outcomes with minimal direct supervision. 

• Demonstrates critical thinking and sound judgment in addressing and resolving barriers, issues, or concerns identified.

• Requires strong technical computer skills and proficiency in utilizing Epic and external database systems to research cases and successfully assist patients in securing active coverage.  

• Displays exceptional customer skills and the ability to engage patients, family members, and team members respectfully, with empathy and cultural sensitivity.

SPECIAL WORKING CONDITIONS (Responsible for on-call, 24 hr. coverage, etc.):

The Emergency Department is a Level 1 Trauma Center and serves more than 130,000 patients each year. This is a very fast paced environment with a large number of patients to serve on a daily basis.  You will need to always be aware of your surroundings and understand that responsiveness in this area is often critical in nature. The environment is a high stressed area and can often times be chaotic.