PATIENT ACCESS REPRESENTATIVE I

Job Summary: Protects patient and hospital interests through excellent customer service for each patient, family member, visitor and staff during admission, registration and discharge processes.

Reports to: Patient Access Supervisor

Education : Position requires a high school diploma or GED.

Registration/Certification/Licensure: Not listed

Experience : 6 months of experience in a customer service position, preferably in healthcare.

Other Requirements

• Maintains unit-specific and hospital competencies, mandatory learning, and any clinical certifications required in accordance with the Staff Education and Training policy GA-057 and/or any other department requirements.
• Basic computer skills to include Windows, Microsoft Office, and internal computer systems.
• Basic knowledge of insurance plans, coverage types and medical terminology.
• Able to multi-task with numerous interruptions.
• Communicates effectively with all levels of staff and departments.
• Able to provide excellent customer service and communication skills that demonstrate the ability to adjust based on urgency of need.

FLSA Status : Non-Exempt

Populations Served/Patient Care Responsibilities : All age populations

Physical Requirements Physical Demands:

• Stand - 1/3
• Walk - 2/3
• Sit - 3/3
• Run - N/A: Not Applicable
• Use hands to finger, handle, or feel - 3/3
• Reach with hands and arms - 2/3
• Stoop, kneel, bend, crouch, or crawl - 1/3
• Talk or hear - 3/3
• Taste or smell - N/A: Not Applicable
• Distinguish colors - 2/3
• Lift up to 10 pounds - 1/3
• Lift up to 25 pounds - N/A: Not Applicable
• Lift up to 50 pounds - N/A: Not Applicable
• Lift greater than 50 pounds - N/A: Not Applicable

Working Conditions

• Work near moving mechanical parts - N/A: Not Applicable
• Risk of radiation - N/A: Not Applicable
• Work in high, precarious places - N/A: Not Applicable
• Fumes or airborne particles - N/A: Not Applicable
• Toxic or caustic chemicals - N/A: Not Applicable
• Outdoor weather conditions - N/A: Not Applicable
• Vibration - N/A: Not Applicable
• Moderate to High Noise - N/A: Not Applicable

Exposure Class: Exposure to blood & body fluids, tissues, or diagnostic/therapeutic materials of human origin.

BEHAVIORAL COMPETENCIES

• Accountability: Demonstrated ability to take responsibility/ownership for the outcome of all actions, decisions, and policy compliance in fulfilling job requirements.
• Commitment to Change: Demonstrated commitment to contribute and support change in order to enhance departmental and organizational performance. Continuously identifies and acts upon opportunities to improve processes and services.
• Communication: Demonstrated ability to convey verbal and written information externally and internally in a timely, concise, and effective manner. Demonstrated ability to receive and process information through active listening skills.
• Continuous Self-Improvement: Demonstrated commitment to identify opportunities, invest time and personal effort in activities resulting in personal and professional development.
• Customer Service: Demonstrated ability to develop mutually beneficial relationships with both internal and external customers. Provides timely and effective feedback with the goal of attaining positive outcomes. Models effective customer service behaviors to all customers. Continually strives to meet or exceed customer expectations, enhancing trust, dignity, and respect for others.
• Problem Solving: Demonstrated ability to identify issues and opportunities, collect and evaluate appropriate information and make timely and effective decisions to improve outcomes.
• Teamwork: Demonstrated ability to establish and maintain effective relationships with others. Teamwork is characterized by working toward a shared purpose or goals through cooperating, collaborating and partnering with others.

TECHNICAL COMPETENCIES Mandatory  Personal Protective Equipment

• Wears PPE in appropriate situations and according to manufacturer's instructions.

 Workplace Safety

• identifies and prevents potential situations that compromise workplace safety.

 Corporate Compliance

• acts responsibly and in accordance with the Standards and Codes of Conduct.

 Annual Competencies

• fully completed by established deadlines.

Principle Duties And Responsibilities

• Responds to phone inquiries and routes patients and visitors to the appropriate areas of the facility.
• Greets patients and registers patients in the operating system gathering accurate financial and demographic information.
• Demonstrates excellent customer service and relationship building skills with the ability to adjust based on emergency situations and urgency.
• Utilizes technology solutions to determine patient third-party payer coverage status, and routes patients to the appropriate financial counseling area.
• Collects patient share amounts at the time of discharge or as directed by management.
• Provides support to clinical staff by recording appropriate accommodations and providing information as needed.