Patient Access Representative – 835355

Job #: 835355
Salary: $16.67-$16.98/hr
Industry: Healthcare
Location: Madison, WI
Category: Administrative Positions

Description / Qualifications

Our Madison-area client is looking for additional staff to assist their Patient Access Representative team. These representatives enter and verify demographic and insurance information, identify and collect patient financial obligations, and register or admit 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 pre-admissions, 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.

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. Must have a strong understanding of EMTALA rules.
  • 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

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.

Job Requirements:

  • 1+ year in a customer service role
  • 1+ year of healthcare, call center, business, or insurance experience strongly preferred
  • High school diploma or equivalent
  • Must be able to work in busy, loud, and demanding environment
  • Must independently recognize and evaluate situations for level of urgency
  • Must be detail oriented, accurate, flexible, and dependable