PATIENT ACCESS ASSOCIATE/FLOAT - PATIENT ACCESS - FT VARIES (54211)

Job Summary: Responsible for facilitating patient access for services at Anderson Hospital by accurately and efficiently collecting demographic and insurance information and entering it into the hospital registration system, including coordination of any pre-determined patient financial responsibilities. As a front-line employee, the Patient Access Float is responsible for providing excellent customer service while also protecting the privacy of the patient's health information. The primary function of this position is to ensure there is backup coverage in all areas of Patient Access when existing staff are absent. To fulfill this responsibility, this position will be required to learn and perform registration responsibilities in all areas of Patient Access which includes learning all of the multiple software applications that are a part of each job responsibility in all registration areas within the hospital and at other offsite locations. Flexibility in availability is a requirement as some areas of Patient Access function on a 24/7 basis. Previous registration experience is required as well as previous customer service experience.

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

Conducts self with integrity, promotes a culture of compliance, and complies with all laws, rules, regulations, and Anderson Healthcare policies and procedures

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

Primary Job Responsibilities

• Responsible for greeting each patient as they present for services and obtaining identification and insurance information.
• Responsible for following all of the procedures set forth for the appropriate service in the event there are special processes that have been created for the registrars to follow.
• Responsible for performing all appropriate eligibility verifications that are required at the time of registration so the record is appropriately setup for payment, this includes making any notes that would assist in the payment process.
• Responsible for reviewing all physician orders presented and ensuring that the correct physician is added to the record. This includes contacting the physician office if the order is not complete i.e. no diagnosis or an additional diagnosis is needed in order to pass medical necessity or to secure payment.
• Responsible for completing the Medicare Secondary Payer Questionnaire (MSP) with the patient to determine if Medicare is primary. This includes performing the Medical Necessity check prior to the service to determine if Medicare will pay. If necessary, also creating the appropriate Advanced Beneficiary Notice (ABN) if the service does not pass medical necessary so the patient can make a determination regarding the service and payment and then having the patient sign and date.
• Responsible for determining if any non-scheduled services have insurance that may require authorization prior to the patient receiving the service. If so, the registrar is responsible for making contact with the insurance company, receiving any financial responsibility and documenting into the record the appropriate information. This includes reviewing that any scheduled procedure has been reviewed for any authorization requirements.
• Responsible for determining if a patient has any financial obligations that should be collected at the time of registration and provide any immediate financial counseling that is required or direct the patient to the appropriate staff to further counsel the patient with their patient options if necessary.
• Responsible for all of the cashiering functions which includes collecting money from the patients as applicable, posting the receipts in the system, balancing the drawer and appropriately completing the final reconciliation documentation and depositing the receipts at the end of the shift.
• Responsible for explaining and reviewing all registration documentation with the patient or the responsible party prior to obtaining signatures and witnessing. This includes providing the patient with a copy of the patient forms and scanning the forms into the imaging system if not using E-Signature.
• Responsible for communicating with the receiving departments when the patient registration completed and the patient is ready for the service as applicable, this includes considering the patient's physical abilities and determining if a wheelchair or an escort for transport is needed.
• Responsible for understanding and knowing the Meditech downtime processes in the event of a major incident or maintenance downtime.
• Responsible for daily review and completion of any registration issues appearing on a worklist created by our registration quality software. Any issues need to be correct prior to the billing date.
• Responsible for understanding and knowing the procedure to complete the exclusion monitoring check using the Compliance Resource Center "CRC".
• In addition to the basic registrar responsibilities, there may be specific responsibilities associated with the registration areas of Patient Access:
  
  

Outpatient Registrar Responsibilities

Performing Medical Necessity and understanding the specific registration responsibilities within the Radiology, the Lab and the VADLAB which includes determining insurance eligibility for the services and if authorization is required for those scheduled or walk in patients procedures.

ER / Express Care Associate Responsibilities

Performs the registration processes that are designed for the ER and multiple express care locations which includes understanding the patient tracker, determining patient or specific insurance procedures and/or presumptive charity procedures and/or collection of payment responsibilities.

Pre-Arrival Associate Responsibilities

Performs the per-registration processes developed for the scheduled services performed at the hospital which includes determining authorization requirements and learning the software used to assist in determining the estimated patient financial responsibilities.

OB Admission Coordinator Responsibilities

Performs all of the inpatient and outpatient registration responsibilities for all OB patients as well as performing the admission responsibilities for all other hospital admissions.

Qualifications

Education Requirements and Other Requirements

Education Level: High school diploma or equivalent.

Prior Registration Experience Is Required.

Prior Customer Service Experience is required.

Experience Requirements: Typing skills of 40-50 wpm

Medical Terminology course or background preferred

Excellent communication and customer service skills needed

Computer and organizational skills

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.