Patient Access Rep Hospital

POSITION SUMMARY :

Under the general direction of the Patient Access Supervisor, the Patient Access Representative-Hospital enters and verifies demographic and insurance information, identifies and collects patient financial obligations, and registers or admits the patient.

This position will be crossed trained to register ambulatory, emergency department, and admitted patients, as well as complete notification of admissions to insurance companies, coordinate preadmissions, and ensure proper admissions documentation relative to diagnosis, attending provider, service assignment.

The individual is ultimately responsible for assisting patients and families via phone, at the bedside for inpatients, in the emergency department, or in clinics, and works closely with clinic and business office representatives, providers, and inpatient units.

This position is customer service driven and the individual must have the ability to effectively promote a positive patient and family experience, exhibit empathy, engage in compassionate collections, and demonstrate strong communication skills.

EDUCATION / TRAINING :

Minimum :

High School Diploma or Equivalent

Preferred :

Associate degree in Business, Finance. Health Information Management or related field

LICENSURE / CERTIFICATION :

Minimum : N / A

N / A

Preferred : N / A

N / A

EXPERIENCE : Minimum :

Minimum :

One (1) year of experience in a customer service-related field

Preferred :

One (1) year of experience in a healthcare, call center, business, financial or insurance related field

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES :

• Ability to work independently in a demanding environment.
• 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.
• Strong computer and typing skills.
• Maintains effective and cooperative working relationships with co-workers, leaders, clinical staff, and the public.
• Must be detail oriented and accurate.
• Ability to multi-task and prioritize tasks.
• Displays an aptitude and willingness to learn new responsibilities along with department changes.
• Willingly accepts feedback.
• Flexible and innovative.
• Ability to problem-solve and work independently and not let external distractions interfere.
• 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.

MAJOR RESPONSIBILITES :

Core Responsibilities :

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 pre-admission requests and perform cancellations, when necessary, to assure accuracy of records. Assign the pre-admission 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

Customer Service Standards :

• Support co-workers and engage in positive interactions.
• Communicate professionally and timely with internal and external customers
• Demonstrate friendliness by smiling and making eye contact when greeting all customers.
• Provide helpful assistance in anticipating and responding to the needs of our customers.
• Collaborate with customers in planning and decision making to result in optimal solutions.
• Ability to stay calm under pressure and deal effectively with difficult situations.

Our Commitment to Diversity, Equity, and Inclusion

UW Health is committed to being a diverse, inclusive and anti-racist workplace and is an Equal Employment Opportunity, Affirmative Action employer.

Our integrity shines through in patient care interactions and our daily work practices as we work to embrace the knowledge, unique perspectives and qualities each employee and faculty member brings to work each day.

Applications from Black, Indigenous and People of Color (BIPOC) individuals, LGBTQ+ and non-binary identities, women, persons with disabilities, military service members and veterans are strongly encouraged.

EOE, including disability / veterans.