Patient Access Representatives are responsible for processes associated with pre-admission, admission, pre-registration, and/or registration of all patients into SMH clinics, hospital, or Emergency/OP Surgery departments. They greet and direct patients/guests in a courteous manner via face-to-face interactions and telephone communications, improves patient satisfaction through consistent professionalism, and are cross-trained to support multiple functions across all patient and/or payer types. This position is also responsible for effective communications between patients, caregivers, departments and/or physician offices to ensure a positive experience for all involved in the continuum of care.

Major Duties:

• Meets organizational expectations as defined by the Employee Standards of performance, hospital and department policies and procedures, and the hospital's strategic goals.
• Verbalizes a clear understanding of continuous improvement and customer satisfaction measures and actively participates in improvement activities.
• Verifies and communicates patient appointment schedule with patient, department or clinic staff, and/or physicians in accordance with department procedure.
• Collect and update patient records, assemble patient charts, and facilitate medical records requests.
• Instructs/assists patients with completion of forms.
• Verifies benefits on patients; including pre-certification/authorization when required, Worker's Compensation, Tricare, and Managed Care as applicable.
• Ensures all required forms are completed and other paperwork/documents are gathered and accurate.
• Gathers, inputs, and verifies patient/guarantor/subscriber demographics, financial information, and medical information as applicable to department.
• Explains benefits and collects co-pays, deductibles, and self-pay portions due.
• Balances cash drawer daily and performs closing cash drawer process at end of shift, at applicable locations.
• Responsible and accountable for skills, performance, and compliance in accordance with organizational and departmental policies and procedures.
• Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.
• Complies with the Slidell Memorial Hospital Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.
• Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.
• Any other duties as needed to fulfill the mission, drive the vision, and abide by the values of this organization.
• The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Knowledge/Skills/Abilities:

Preferred:

• Medical insurance processes (billing, credentialing, coding, etc.)

Required:

• Demonstrate respect in all staff relationships with active cooperation and teamwork
• Maintain confidentiality and HIPAA compliance in daily operations
• Strong oral communication and interpersonal skills
• Excellent telephone and customer service
• Willingness to interact with the public
• Genuine willingness to prevent/resolve interpersonal conflicts
• Ability to prioritize, perform multiple clerical tasks, organize and plan daily work
• Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style
• Must have computer skills and dexterity required for data entry and retrieval of patient information
• Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals throughout the patient care process
• Must be proficient with Windows-style applications, various software packages specific to role and keyboard

Education/Experience:

Preferred:

• Associates degree
• EPIC experience
• 3 years of experience

Required:

• High School Diploma or GED
• 1 year of experience
  • Medical terminology
  • Hospital, clinic, revenue cycle, patient registration, financial counseling, insurance billing, and/or direct healthcare experience

Licensure/Certification:

Preferred:

• CPAT certification
• MOA certification

Required:

• None