ASSOCIATE,PATIENT ACCESS/EMERGENCY DEPT

Description

Job Summary:  Responsible for registering patients presenting for emergency services at Anderson Hospital or urgent services at an express care location by accurately  and efficiently collecting patient demographic information and insurance information and entering it into the hospital registration system.  This includes POS collections for any patient liabilities due at the time of service.  This position will also be responsible for learning multiple software applications that relate to the registration processes and the collection processes.  As a front line employee, the Patient Access ER Associate is responsible for providing excellent customer service while also protecting the privacy of the patient’s health information.  

Service and Quality Standards:

Service

Is Customer focused

                Anticipates customer needs

                Adheres to customer service standards

Is Competent, caring and compassionate

                Treats coworkers and customers with dignity and respect

                Demonstrates competent, caring and compassionate behavior

                                to customers and coworkers

People

Is conversation conscious

                Assures confidentiality of patient and employee information

Is positive in interactions with others

Is courteous and respectful

                Promotes a harassment free environment

                Inspires the trust of others

Acts in accordance with imaging center policies and code of conduct

Quality

Is excellent in patient care and service

                Demonstrates multidisciplinary cooperation

                Assists in obtaining excellent satisfaction scores of feedback

Is safety conscious

                Demonstrates safety consciousness and supports safety initiatives

Is involved with improvement efforts

                Supports performance improvement

                Seeks ways to improve systems and services

                Shows commitment to improvement efforts

                Meets mandatory educational requirements

Growth

Is a loyal ambassador

                Demonstrates commitment to imaging center mission and vision

Is active and involved

                Supports imaging center initiatives

                Champions innovation and supports change

Is a positive role model

                Fosters team cooperation

Finance

Is a good steward of imaging center resources

                Develops/uses efficient work methods

Is cost effective

                Conserves organizational resources

ER Associate Primary Job Responsibilities:

The responsibilities for an ER Associate and Express Care Associate are  broken down as follows:

1. Receiving Walk-In ER Patients:As of August of 2016, the ER Triage Nurse will greet walk-in patients as soon as they enter into the ER for services.  They will enter the basic patient information into the system (Pre ER) to add the patient to the ER Tracker, add the armband to the patient and complete the triage.  As part of this intake process the Triage Nurse will be responsible for identifying in system if the patient would like to be confidential.
2. Registering EMS Patients and/or ER Patients:
3. Responsible for accurately initiating the EMS patient record for the visit and accurately identifying the time of arrival of the patient.  This includes obtaining patient demographic information from the patient ID and/or documentation created by EMS or the facility sending the patient.  The ER Associate will use this information to assist in completing the Pre-ER registration process and creating an armband for the EMS patient and scanning any documentation into Image Now.
4. Responsible for returning to the patient to complete the registration process after the physician has seen the patient and accurately identifying the time of arrival in the registration.  This includes obtaining correct insurance information and requesting that the patient or the responsible party of the patient sign the registration documentation and declare conclusions about the authorization to share information.
5. Responsible for accurately identifying the patient’s Primary Care Physician.   If unable to confirm at time of registration, then following the procedure to identify that a conclusion could not be made or that the patient does not have a PCP.
6. When returning to complete the registration process it is also the responsibility of the registrar to also collect any applicable copayment or ER deposit if the patient has no insurance.  However, if a patient does not have insurance the registrar will complete a Presumption Charity Screening prior to collecting an ER deposit for the visit to determine if applicable.
7. The admission registration for an ER patient is completed by the Admission Coordinator.  However, prior to the bed assignment and the admission registration being completed, the ER Registrar is responsible for returning to the patient and reviewing the Important Message from Medicare or the Observation Letter and obtaining the appropriate signatures as applicable.
8. Responsible for registering direct admissions 24/7 into the hospital.  If patients are not seen in the ER and have an order to be admitted into the hospital, a full registration will take place at time of receiving the patient before the patient is escorted to the appropriate unit by a volunteer or other hospital staff.  This includes ensuring that the appropriate admission documentation is also reviewed with the patient i.e. Important Message from Medicare or Observation Letter.
9. Responsible for registering direct admissions to the TRC unit.  This information is provided to the ER registration staff by the TRC unit.  These patients can present to the hospital via EMS and/or as a walk in.
10. It the responsibility of each registrar in Patient Access to review their EcareNext Work List that compiles the list of records that need to be reviewed to address error issues.  This review needs to be reviewed throughout the shift and/or prior to the end of each shift to avoid a time lapse and the bill processing incorrectly. 
11. Each registrar is responsible for knowing and understanding Downtime Procedures.  This includes processes for just Meditech Downtime or Disaster Downtime if there is an event where we need to lockdown and register away from the registration area.
12. Each registrar is responsible for knowing and understanding all Patient Access Processes and Procedures and all software processes and procedures and keeping up with all current changes.  Each associate is initially provided with this information at time of training.
13. Each registrar is responsible for wearing their badge during each shift and wearing the appropriate uniform jacket that is defined for Patient Access.
14. If new processes or changes occur, it is the responsibility of all ER Registrars to meet any new requirements.

EXPRESS CARE Associate Job Responsibilities:

Each Express Cares is staffed with two registrars that alternate a standard express care schedule with will include weekends and holidays.  Responsibilities include:

1. Responsible for receiving patients as they enter the Express Care and asking each patient, or the responsible party, to complete a patient Admission Card with basic patient personal and demographic information as well as their reason for visit.   This may include alerting triage if a patient is in distress and needs immediate medical attention.
2. Responsible for using/reviewing the Admission Card and obtaining additional identification and insurance information to accurately complete the patient registration and then adding the patient to Tracker.   This includes verifying insurance information and reviewing all of the registration forms for signature.
3. Responsible for accurately identifying the patient’s Primary Care Physician.   If unable to confirm at time of registration, then following the procedure to identify that a conclusion could not be made or that the patient does not have a PCP.
4. Responsible for collecting any applicable copayment or Express Care deposit after the physician as seen the patient.
5. Responsible for scanning all of the patient registration documentation and clinical documentation for each patient visit to the Express Care.  This includes clinical notes, test results and any patient instructions provided.
6. It the responsibility of each registrar in Patient Access to review their EcareNext Work List that compiles the list of records that need to be reviewed to address error issues.  This review needs to be reviewed throughout the shift and/or prior to the end of each shift to avoid a time lapse and the bill processing incorrectly. 
7. Each registrar is responsible for knowing and understanding Downtime Procedures.  This includes processes for just Meditech Downtime or Disaster Downtime if there is an event where we need to lockdown and register away from the registration area.
8. Each registrar is responsible for wearing their badge during each shift and wearing the appropriate uniform jacket that is defined for Patient Access.
9. If new processes or changes occur, it is the responsibility of all ER Registrars to meet any new requirements.

Qualifications

Education Requirements and Other Requirements:

                Education Level: High school diploma or equivalent.

                Experience Requirements:  Typing skills of 50 wpm

                                                                  Prior Customer Service experience is required.

  Recent Patient Access experience is preferred.

                                                                  POS Collection experience is preferred.

                                                                  Exposure to multiple types of software technology is preferred.

  Medical Terminology course or background preferred

Working Conditions:  Exposure Category III:  Tasks that involve no exposure to blood, body fluids, or tissues and Category I tasks are not a condition of employment.  The normal work routine involves no exposure to blood, body fluids or tissues.  Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid.