Patient Access Representative

Patient Access Representative

Per diem, not benefited; 9 hours minimum, one shift, per month. 8am to 5pm Monday through Friday while the clinic is open; no holidays and weekends at this point but may change in the future based on the needs of the department.

The Patient Access Representative is the first point of contact at Tomah Health or the Warrens Clinic. The Patient Access Representative I serve the patient, patient family and all other visitors to make the visit as comfortable and pleasant as possible. The Patient Access Representative facilitates the patient admission / registration flow, including such activities as patient identification; gathering demographic information; securing third party, financial and guarantor information, obtaining required signatures and documents; and entering admission data into the hospital electronic health record system.

Major Job Function

Greets all guests with a positive attitude and presents a well-groomed and professional image at all times. Contributes to the overall effectiveness and efficiency of the department and hospital by providing outstanding customer service at all times, representing the hospital in a professional manner, communicating with the Provider / Director regarding concerns or problems, utilizing good judgment and maintaining one's composure in any stressful situation. Demonstrates support for and the ability to work as part of a team on achieving departmental and organizational goals, developing positive working relationships with other team members / departments and supporting Quality Improvement / Risk Management / Compliance efforts. Utilizes effective and highly professional communication skills following principles of etiquette. Must be able to accurately take and relay information to and from all members of the healthcare team, patients and visitors using verbal and written means utilizing equipment such as the telephone, e-mail, etc.. Maintains a working knowledge of available information system capabilities and performs all system applications that are required. Provides Tomah Health with data and documents necessary to produce a patient bill by conducting in-person interviews with patients or family members to gather demographic, financial, guarantor, attending and primary care physician data; to establish or verify an existing medical record number; and to enter the information into the information system. Assembles, completes and processes patients' records as indicated and keeps patient records accurately identified. Contributes to quality control mechanisms and increases opportunities for a "clean bill" by reconciling information systems data with registration interviews, placing appropriate on-line account notes regarding registration, and performing on-line discharges. Responsible for collection of all monies due for services from patients. This may include the establishment of payment arrangements prior to treatment. Maintains a daily cashier reconciliation of all monies received. Coordinates with Patient Financial Services in the daily balancing of all accounts and monies. Organizes bank deposits for daily deposits to reach Patient Financial Services. Contributes to the financial effectiveness (success) of the hospital by : 1) Securing patient and guarantor signatures for release of medical information, benefits assignment and financial responsibility agreement. 2) Obtaining current third party information, insurance card copies as appropriate, and distributing such information appropriately. 3) Verifies insurance coverage. Minimizes medical risk to the patient and minimizes hospital liability by correctly identifying the patient, enabling the staff to request the appropriate medical chart, resolving duplicate medical record numbers, identifying the patient with the appropriate ID band, obtaining and explaining the "general" consent for treatment form, providing the patient with a copy of the patient's rights and responsibilities and the hospital's privacy practices and proper recording of the patient's privacy wishes. Maintains an orderly and businesslike environment, this would include but is not limited to : sorting and filing various documents including incoming mail, performing message duties, copying, scanning, etc. Maintains confidentiality of patient information, in accordance with Tomah Health's policy and procedures. Orders Warrens Clinic supplies as needed to maintain inventory of the clinic's equipment stock and supplies. Assists with receiving, distributing and sorting supplies brought to the clinic. Prepares requisitions and reports for maintenance repairs. Activates emergency codes, follows established disaster protocols and is able to call for transfer services both air and ground if needed. Contributes to the prevention of infectious disease among employees and patients by adhering to infection control policies and procedures. Participates in orientation, training, and cross training for new employees as requested. Contributes to departmental and hospital operations by performing other related duties that may be assigned and / or requested.

Educational Requirements

High School diploma or equivalent required. Advanced training in medical terminology, insurance plans or healthcare operations is highly preferred.

Qualifications / Skills

Must be consistently pleasant and helpful and possess strong customer service skills to interact positively with external and internal customers. Must present a professional attitude and appearance at all times. Ability to work individually and as a member of a team. Detail oriented, able to multitask and identify tasks that need to be done without being told. Demonstrates understanding of insurance benefits and able to communicate those benefits to our patients. Uses department reference documents to facilitate communication with patients regarding insurance authorization requirements. Ability to work in a fast paced environment with frequent interruptions. Advanced computer and office equipment knowledge and ability to operate Windows based programs. Ability to operate a multi-line phone system. Demonstrate a willingness to learn new tasks, and to embrace change with an open mind. Demonstrates the verbal and communication skills needed to communicate in a clear and effective manner-especially during stressful situations.

Job Requirements

The Patient Access Representative I is required to move frequently from the desk to other areas of the office environment. Ability to assist patients who are in need of medical attention by transporting or summoning for immediate assistance (wheelchair, etc.). Periods of extended sitting may be required. Visual acuity is essential for working with written materials and in reviewing related computer screens. Auditory skill is required for phone and patient contact situations. Clear speech is essential for phone and patient contact situations. Must possess the ability to obtain file folders from shelving located from floor level to shoulder level, place files in storage boxes and be able to lift storage boxes (weighing approximately 40 pounds) and stack them to a level of shoulder height. May also need to obtain records stored remotely. This requires the ability to climb stairs, obtain storage boxes weighing 40 pounds, twisting, bending and reaching at a level of shoulder height to obtain the appropriate storage box. Requires the physical ability and stamina to climb stairs, lift, bend, reach, stoop, kneel, crouch or walk.