Patient Access Representative

POSITION SUMMARY

Fulfills all patient access functionalities including, but not limited to patient registration (in both outpatient and emergency settings), inpatient, outpatient, and physician practice appointment scheduling; accurate patient identification and recording of patient demographic and insurance information, admissions, and verification and monitoring of insurance authorizations. Provides excellent customer service skills and attention to detail. Interviews patients or their representatives in order to obtain information necessary for high-quality fulfillment of duties listed above. Collaborates and works as a team with inpatient, outpatient, and physician practice staff. Demonstrates the ability to learn and operate within multiple different IT systems and programs. Exhibits effective communication skills providing for effective delivery of important information and shows competence in telecommunications. Displays professionalism and a friendly demeanor to create an environment of customer service and hospitality. Demonstrates compassion and a composed demeanor when working with patients experiencing varying degrees of clinical acuity. Coverage on all shifts and at all Mount Nittany Health locations may be required.

• External offers made for this position are eligible to receive up to a $1,000 Sign-On Bonus. *

MINIMUM REQUIREMENTS

Education

• High School diploma or equivalent.
• Completion of a Medical Office Professional program or equivalent courses preferred.
• Understanding and knowledge of medical terminology preferred.

Experience

• One to two years of customer service experience in a healthcare setting preferred.

Knowledge, Skills, Abilities

• Excellent customer relations skills.
• Ability to speak and write clearly, communicate effectively, and to read, understand and follow written and verbal instructions.
• Ability to handle high call volumes with a high level of complexity.
• Ability to function accurately in a fast-paced environment with various degrees of patient acuity and needs.
• Detail oriented with a proven ability to multi-task.
• Working knowledge of office equipment used.

License/Certification/Registration

• None required.

SUPERVISION RECEIVED

Receives general supervision from Patient Access Supervisor(s), Manager of Patient Access, and/or Director of Revenue Cycle.

SUPERVISION GIVEN

No direct supervision. Will assist in orienting and training new employees.

ESSENTIAL FUNCTIONS

• Interviews patients or representatives to obtain required information and signatures according to policies and procedures.
• Conducts a full and complete registration of patients in both outpatient and emergency settings. This includes the registration of patients at the bedside in the emergency department.
• Utilizes courteous and respectful communication skills with patients, visitors, co-workers, and physician practice representatives
• Secures accurate and complete information on all patients by asking all required questions. Does not take short-cuts or skip steps.
• Obtains all relevant demographic information needed for accurate and complete patient registration.
• Explains purpose and obtain required signatures on required documents such as authorizations and assignments, insurance forms, acknowledgement of receipt, etc.
• Checks for existence of current account number or pre-admission status to avoid duplicate accounts.
• Enters correct data entry codes.
• Performs any other various clerical duties necessary for the admission, registration, and/or scheduling of patients.
• Handles a high volume of inquiries and resolve issues based on phone calls/portal messages from patients, providers or other customers.
• Maintains a thorough knowledge of all aspects of Mount Nittany Health provider practices that may include complex information about providers (physicians and APCs), services and procedures provided at each of the practice sites, general information about clinic hours and directions as well as general information about Mount Nittany Health.
• Coordinates with clinical staff to assist with triaging requests in order to meet patients’ healthcare needs.
• Demonstrates good listening-skills and message-taking to ensure the most correct and accurate delivery of a patient message or inquiry the appropriate location or clinical team.
• Responds to emergency calls or situations by following established organizational policies.
• Accurate scheduling and coordination of patient appointments across all Mount Nittany Health locations.
• Knowledge of how to and where to appropriately and correctly relay patient questions or concerns that do not directly relate to the patient access function (clinical questions about testing or services, billing questions, etc.)
• Instructs patients on preparation for services and appointments, special procedures, and insurance requirements
• Establishes familiarity with and knowledge of the answering service and forwards calls to and from the answering service daily depending on area of work
• Maintains work area in a neat and orderly manner and demonstrates effective organizational skills to reduce confusion and eliminate errors
• Has an up to date and thorough knowledge of all HIPAA rules and regulations and is aware of what patient information may and may not be shared and with what entities
• Maintains knowledge base and resources necessary to ensure proper gathering and data entry of insurance information needed for patient billing procedures.
• Prepares preadmissions and registrations as well as coordinate bed assignments.
• Pushes patients in wheel chairs.
• Participates in Quality Improvement programs and initiatives.
• Meets established deadlines and communicates in a timely fashion with supervisors or manager if deadlines cannot be met.
• Attends any required meetings or classes as identified or offered by Patient Access Supervisor, Manager, and/or Director of Revenue Cycle.
• Takes initiative to assist co-workers to ensure accurate work completion. Takes a team-centered approach to completing all patient access duties and assists in ensuring all co-workers’ needs are met.
• Demonstrates willingness to build skillset and to learn new functions or duties across the patient access spectrum.
• Adheres to policies and procedures established by the department and administration.

NON-ESSENTIAL FUNCTIONS

• Performs related and miscellaneous duties as assigned.

Why Mount Nittany Health?

At Mount Nittany Health, we provide high-quality patient care with a unique combination of the latest in clinical technology and compassionate medical professionals. We are committed to improving both the quality and availability of healthcare in our region and seek to hire only the best to support the communities we serve.