Patient Access Representative
SwedishAmerican
- Rockford, IL
- Permanent
- Full-time
- High School Diploma or Equivalent
- Associate degree in Business, Finance. Health Information Management or related field
- N/A
- N/A
- One (1) year of experience in a customer service related field
- One (1) year of experience in a healthcare, call center, business, financial or insurance related field
- Ability to work in a busy, loud, and demanding environment.
- Must have a strong understanding of EMTALA rules.
- Must independently recognize and evaluate situations for the level of urgency.
- Experience in providing a high level of customer service.
- Strong emotional intelligence and empathy.
- Excellent written and oral communication skills.
- Maintains effective and cooperative working relationships with co-workers, leaders, clinical staff and the general public.
- Must be detail oriented and accurate.
- Ability to multi-task and prioritize tasks.
- Displays an aptitude and willingness to learn new responsibilities.
- Willingly accepts feedback.
- Flexible and innovative.
- Ability to problem-solve and work independently.
- Displays a professional appearance.
- Dependable and reliable in achieving goals.
- Experience operating office machines such as personal computers, fax machines, photocopier, and document scanners.
- Familiarity with medical terminology and abbreviations.
- Obtain and verify patient identity, demographic and registration information; effectively communicate the purpose for and the requirements of all required patient documents. Must be able to complete and understand the differences between registrations in the ambulatory, inpatient, or Emergency Department setting.
- Bedside follow-up with patients where all necessary information was not obtained at admission, obtain inpatient signatures and complete forms including accident reports for lien preparation and financial statements if needed.
- Change preadmission requests and perform cancellations, when necessary, to assure accuracy of records. Assign the preadmission unit for scheduled admissions.
- "Arrive" patients: Clinic outpatients and ancillary appointments for both scheduled and walk-in patients.
- Complete financial registration responsibilities including but not limited to creating guarantor accounts, interpreting eligibility requirements, collecting document signatures, insurance card scanning, taking patient photos, collecting patient payments, and creating financial estimates
- Counsel patients on prior authorization, referral requirements, insurance networks, covered services, and financial responsibility forms.
- Promote registration/arrival kiosks to patients and assist them with their use.
- Process discharge and readmission requests for patients transferring between the rehab or psychiatric units and medical units. These requests must be processed real time to prevent delays in patient care.
- Work closely with the Operating Room staff and expedite any requests for changes to admissions, patient class, or attending information.
- Complete notifications of urgent admissions to ensure payor contractual requirements are met.
- Provide patients with information on the financial assistance policy and application process, explaining alternatives and routing patients without clearance to Financial Counseling
- Complete the health screening questions with patients and visitors