The Rehabilitation Hospital of Indiana (RHI), named Best Rehabilitation Hospital in Indiana in 2022 and 2023, provides quality rehabilitation services to those facing life-changing injuries or illness. We specialize in the areas of brain injury, stroke, spinal cord injury and complex medical conditions. RHI is the only Traumatic Brain Injury (TBI) Model System in the state of Indiana and one of only 16 in the U.S. Our campus on the west side of Indianapolis specializes in inpatient and outpatient evidence-based, patient-centered therapy for ages 15 and older. We offer a competitive compensation and benefits package, along with a 401k match and tuition reimbursement program.
SUMMARY/PURPOSE OF JOB
The Patient Access Associate should exhibit and provide excellent customer service skills and comply with departmental policies and procedures at all times. The Associate is responsible for the completion of the Outpatient pre-registration process including processing the referral, verifying and completing required pre-certification/authorization for insurance, and scheduling the patient for treatment. As part of the admission process, the Associate accurately completes Outpatient client registration to include verifying/updating demographic and insurance information and scanning forms/cards. Ongoing responsibilities include collecting payments, scheduling ongoing treatment sessions, completing retro and ongoing authorizations, and assisting the therapy department with sending, tracking and scanning the patient's Plan of Care.
Team members will understand and exhibit the principals of service excellence, led by example, and mentor others in the performance of their assigned duties. Additionally, understands that every employee is responsible for exhibiting exceptional customer service by answering call lights on the nursing unit and if not able to assist personally, will inform the appropriate employee regarding the patient's need. Team members are expected to understand the role of employee's individual position regarding HIPAA requirements and level of access to Protected Health Information as defined in HIPAA hospital-wide policies. Understands that it is the responsibility of every RHI staff member to provide patient safety as a priority response according to RHI evidence-based practices. Encourage patients to be actively involved in their own care as patient safety strategy.
Associates will follow RHI's Standards of Behavior.
JOB DUTIES/ESSENTIAL FUNCTIONS
Accepts incoming referrals, reviews for completeness, and communicates with referral source for corrections according to procedures. Obtains applicable medical documentation as needed. Functions as liaison with payer representatives and insurance providers, and manages the patient's financial resources, including verification of benefits and pre-certifications. Provides benefit information to the pt./family, providing financial applications as needed. Provides patient and/or family with overview of services to be provided. Aligns customer expectations with service delivery considerations. Ensures payer guidelines are met while procuring ongoing authorization for continued services. Completes retro authorizations as needed.
REGISTRATION
Consistently and accurately confirms, enters, and/or updates all required demographic data in the correct encounter. Each Associate is responsible for correcting/updating errors within the client's encounter within the same business days of notification. Consistently and accurately completes the Medicare Secondary Payer (MSP) questionnaire, if applicable. Provides patient with an RHI Handbook, as well as the appropriate admission forms for signatures as per RHI procedures. Completes EMR form for Advanced Directive and Infectious Disease.
SCHEDULING
Initiates, modifies, maintains and distributes patient schedules in a timely manner and consistent with established processes. Perform administrative duties in healthcare settings. Responsible for coordinating appointments for patients. Apply clinical knowledge in determining if appointments are consistent with the diagnosis/ indications indicated by the provider/ therapist. Apply knowledge in providing accurate and detailed information to patients with respect to the therapist and also guide them on the time scheduled for their arrival or other directional information needed. Provide patients support, taking appropriate action in response to questions from them. Functions as a contact point with the therapy staff, referral sources, and patients. Interface with other healthcare workers as necessary to ensure a unified working relationship is providing patient care.
DAILY ADMISSIONS

• Communicates cancellation and no show of clients to the appropriate staff.
• Collect payments according to hospital policies and procedures, reconciles Daily Deposit Journal with payments collected, and completes documentation for deposit at the end of shift.
• Maintains accurate records including, but not limited to the EMR, logs and databases as indicated.
• Submits Certification Letters or orders for physician signatures.
• Helps to maintain patient's medical record by scanning in signed forms, orders, photo, identification, and insurance cards into the correct encounter.
• Enter charges for services rendered daily.

CUSTOMER SERVICE
Employee is focused on providing customer satisfaction (including, but not limited to, patients, co-workers, visitors, vendors and physicians) as a primary goal/outcome of all interactions in accordance with AIDET principles; places customer first in the performance of job duties and responds to needs in a timely manner as evidenced by the absence of legitimate customer complaints.
Directs incoming calls and questions to the appropriate department or person if unable to assist.
MISCELLANEOUS
To ensure quality standards and regulations are met the Patient Access Associate shall participate in continuous quality improvement/programs evaluation activities and observes measures to ensure Hospital, Joint Commission, CARF.
Uses appropriate technique in performing duties to avoid or minimize accidents and injury related to unsafe practice. Proactively seeks information and resources, including the Environment of Care Manual, to aid in safe performance of duties to contribute to the RHI culture of safety.
Additional duties as assigned.
KNOWLEDGE, SKILLS, ABILITIES
Strong interpersonal skills, critical thinking, and multitask abilities. Excellent professional and organizational skills; excellent written and verbal communication skills; knowledge of medical terminology; general office, secretarial and computer experience.
EXPERIENCE
Minimum 2-5-year experience in a health care environment working in either insurance verification, registration/scheduling, and/or Patient Access preferred, and a minimum of 5 years direct customer service experience in an office environment.
EDUCATION
High school graduate or equivalent. Associate degree preferred. Knowledge of medical terminology and mathematical skills required. A basic knowledge of Windows and Microsoft Office. Knowledge of Cerner and Electronic Medical Records (EMR) is beneficial but not required.
HOURS
Monday-Friday 8:00 AM-4:30 PM
The Rehabilitation Hospital of Indiana is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.