Patient Access Representative II

Position Objective:

This non-clinical healthcare professional is responsible for obtaining accurate patient registration information, including but not limited to demographic and financial information, while working in a fast-paced, clinical environment.  This position acts, as assigned, as coordinator for shifts, ensuring adequate resources, balanced work assignments, timely registration turnaround, and providing support, as necessary.

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 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 in medical record creation, 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. Demonstrated 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).
3. Independently prioritizes PAR workflow (including, but not limited to, workqueue management, patient registrations, insurance verification, and other assigned tasks) to meet standards for performance and productivity within departmental deadlines.
4. Communicates financial responsibilities to patients and collects funds, accordingly.
5. Maintains a thorough understanding of downtime procedures and effectively demonstrates the ability to manage registration workflows and staff during such conditions.
6. Adheres to the compliance policies of the department and organization (i.e. timely arrivals, minimal absences, appropriate attire, readiness for work, adherence to the department working schedule, follows AAMC policies regarding personal electronic devices, and other policies, as outlined by the organization). Answers the phone courteously and professionally, per department guidelines, responds to inquiries and refers all calls, as appropriate. 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. Successfully demonstrates mastery-level performance in all assigned roles in the department. Proficiently leads departmental staff by managing and deploying resources, ensuring balanced work assignments, meeting turnaround time goals, and fostering a positive, team-oriented work environment, when acting as shift coordinator. Maintains proper documentation and communicates all pertinent shift information. Trains and orients new staff, as needed, and under the direction of the Team Developer.
8. Identifies insurance verification issues and takes necessary steps to resolve them and/or inform patients of options, including but not limited to, financial assistance information. Troubleshoots insurance verification issues for Registration and Care Management teams, escalating to the Lead or Supervisor, as needed.
9. Provides warm and friendly greetings to patient and their families/visitors, upon arrival. Maintains empathy and professionalism in 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. Acts as point person for all initial registration inquiries. Works collaboratively with and under the direction of the assigned shift coordinator. Escalates issues up the chain, as appropriate. 

Educational/Experience Requirements:

Required Minimum Education: High School Diploma or GED. Some college preferred.  Must take and complete in-house training:  Train the Trainer, Shift Coordinator Training and pass REG201 Test

Required Minimum Experience: One year previous experience in registration and/or healthcare insurance required. Experience in fast-paced, team setting, preferred. Typing 35 wpm, required. Must complete 1 evaluation period at AAMC and scored at or above department average. Must have worked at least 1900 hours at AAMC.

Required License/Certifications:

Required License / Certifications: CHAA – Certified Healthcare Access Associate

Working Conditions, Equipment, 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.

There is reasonable expectation that employees in this position will be exposed to blood-borne pathogens.  Must be able to stand and walk for extended periods of time.

There is reasonable expectation that employees in this position will be exposed to blood-borne pathogens.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.