Patient Access Representative

Communicates with patients, medical staff, hospital staff and visitors in a professional manner providing excellent customer service as reflected in Luminis Health's policies and practices.

 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions 

1.Accurately obtains and processes patient demographic, insurance and medical information for registrations, admissions and financial purposes. Demonstrates the ability to identify and register patient accurately into the Master Patient Index thereby reducing erroneous duplicate Medical Records. PAR will be expected to maintain a 98% accuracy rate, in accordance with Best Practice Standards.  Demonstrates the ability to act appropriately on Real Time Insurance eligibility messages, including adding, removing, correcting, and terminating coverages.  Demonstrates excellence in ensuring patients are provided with necessary regulatory information (i.e. HIPAA, Patient Rights Brochure, IMM, NOOS, ABN, etc.)

2.Consistently registers patients face-to-face; communicates financial responsibilities to patients and collects funds accordingly.   Answers the phone courteously and professionally and as per department guidelines, responds to inquiries, and refers all calls as appropriate.

3.Independently prioritizes PAR workflow (including, but not limited to, work queue management, patient registrations, insurance verification, and other assigned tasks) to meet deadlines and maximize productivity; Responsible for the daily monitoring and corrections of the department work queue(s).

4.Demonstrates ability to apply technical knowledge in multiple systems, including but not limited to Epic-based applications, Meditech applications, administrative applications (i.e. Outlook, AAMC Intranet, Active Staffer, TimePC, etc.)and necessary online applications (i.e. IXT Copay Collections).

5.Maintains a thorough understanding of downtime and/or disaster procedures, and effectively demonstrates the ability to perform job functions during such conditions.

McNew Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1. Accurately obtains and processes patient demographic, insurance, and medical information.  Correctly identifies and registers patient into the Master Patient Index.  Acts appropriately on Real Time Insurance eligibility messages, including adding, removing, correcting, and terminating coverages. Provides patients with the necessary regulatory information.
2. Demonstrated ability to apply technical knowledge in multiple systems, including but not limited to Epic-based applications, administrative applications and necessary online applications
3. Manages assigned EPIC work queues.
4. Independently prioritizes PAR workflow to meet standards for performance and productivity within departmental deadlines.
5. Maintains a thorough understanding of downtime procedures and effectively demonstrates the ability to perform job functions during such conditions.
6. Adheres to the compliance policies of the department and organization.  Maintains knowledge of departmental issues and hospital-wide change, by attending meetings and in-services, and by keeping abreast of all appropriate written and electronic emails provided to the employee.
7. Assists with the training and orientation of new staff, as needed, and under the direction of the Manager.
8. Identifies insurance verification issues and takes necessary steps to resolve them and/or inform patients of options. 
9. Answers the phone courteously and professionally, responding to inquiries and referring calls, as appropriate.  Provides warm and friendly greetings to patient and their families/visitors, upon arrival. Maintains empathy and professionalism during registration interviews and while providing regulatory information and notices.
10. Clearly and professionally communicates to internal and external customers, including (but not limited to), clinical staff, coworkers, administration, and other outside departmental staff. Works collaboratively with and under the direction of the assigned shift coordinator. 

Behavioral Health Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1. Accurately obtains and processes patient demographic, insurance, and medical information.  Correctly identifies and registers patient into the Master Patient Index.  Acts appropriately on Real Time Insurance eligibility messages, including adding, removing, correcting, and terminating coverages. Provides patients with the necessary regulatory information.
2. Demonstrated ability to apply technical knowledge in multiple systems, including but not limited to Epic-based applications, administrative applications and necessary online applications
3. Manages assigned EPIC work queues.
4. Independently prioritizes PAR workflow to meet standards for performance and productivity within departmental deadlines.
5. Maintains a thorough understanding of downtime procedures and effectively demonstrates the ability to perform job functions during such conditions.
6. Adheres to the compliance policies of the department and organization.  Maintains knowledge of departmental issues and hospital-wide change, by attending meetings and in-services, and by keeping abreast of all appropriate written and electronic emails provided to the employee.
7. Assists with the training and orientation of new staff, as needed, and under the direction of the Manager.
8. Identifies insurance verification issues and takes necessary steps to resolve them and/or inform patients of options. 
9. Answers the phone courteously and professionally, responding to inquiries and referring calls, as appropriate.  Provides warm and friendly greetings to patient and their families/visitors, upon arrival. Maintains empathy and professionalism during registration interviews and while providing regulatory information and notices.
10. Clearly and professionally communicates to internal and external customers, including (but not limited to), clinical staff, coworkers, administration, and other outside departmental staff. Works collaboratively with and under the direction of the assigned shift coordinator.

 Education/Experience:

• High school diploma or GED.
• Two years of previous customer service experience. Prior registration or insurance experience in a healthcare environment preferred.
• Knowledge of medical terminology is desirable.  
• Working knowledge of basic computer skills and web-based applications, with ability to perform data entry.
• If serving as a bilingual/multilingual interpreter, certification in Medical Interpretation is required to perform the duties of a qualified interpreter.

 Required License/Certifications:

• None

 Working Conditions/Physical Requirements: 

There is a reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.

Physical Demands -

Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

The above job description is an overview of the functions and requirements for this position.  This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.