What are the responsibilities and job description for the Patient Access Representative - Registration, Variable Shifts, Days/Nights position at Northwestern Medical Center?
Patient Access Representative - Registration
JOB SUMMARY:
Facilitates the flow of patients and patient information by providing clerical support and data retrieval and dissemination to patients, providers and other health care professionals within the continuum of care. This is achieved through effective oral and written communication, precise data entry, and critical thinking to support stakeholders throughout the process.
PRE-REQUISITES:
Education: High school diploma or equivalent required. Associates degree preferred.
Experience: Three years experience in a medical office preferred. Knowledge of medical terminology, typing skills required. Must be detail oriented and able to handle multiple tasks.
Other Skills: Must be able to understand written and oral instructions pertaining to scheduling and physician requests and demonstrate critical decision making to manage these requests. Ability to deal with people at all times in a pleasant and tactful manner. Must have excellent computer skills.
RELATIONSHIPS:
Reports To: Patient Access Manager
Supervises: N/A
Other Contacts: Patients, families, visitors, providers and their staff, business partners and hospital employees
SCOPE:
Machinery or Equipment Used: Basic office equipment and switchboard
Physical Demands: Manual dexterity and mobility including lifting, standing or sitting for long periods of time and occasional transport of patient in wheelchair
Working Conditions: Fast paced with multiple phone lines, subject to interruptions. Stressful situations due to phone calls, inquiries and patient payment requests
Required Protective Equipment: PPE as situation warrants
ESSENTIAL FUNCTIONS:
1. Accurately and precisely enters registration information for patients.
- Acquires any patient specific paperwork and/or test results, including the written order prior to patients appointment or bed assignment.
- Captures required necessary patient information and signatures from parent/guardian for minor patients.
- Correctly obtains insurance information, completes Medicare questionnaire if applicable.
2. Explains to the patient the content of certain registration and insurance forms that require signatures.
3. Queries specific insurance companies to verify insurance benefits and/or requirements.
- Identifies which patients owe a co-pay or balance, requests and collects the co-pay/balance in a polite and private manner.
4. Utilizes problem solving and decision making skills to respond appropriately to phone calls from patients, families, physicians, payors, lawyers, and/or other health care professionals.
- Coordinates issues/problems effectively with physician’s office, physician or other hospital department management as needed for problem resolution.
- Utilizes department specific knowledge to ask appropriate follow up questions when information is unclear or vague.
5. Coordinates and documents daily patient reminder calls for upcoming appointments and procedures. Identifies and reiterates to patient necessary preparation for upcoming appointment, if applicable.
6. Schedules patients for surgical procedures. Assembles charts and acquires any required documentation, if applicable.
7. Cross-trained to cover Switchboard duties, if applicable.
8. Actively and independently assesses the waiting room for patient flow, requesting additional resources as needed. Reports issues to supervisor/shift supervisor as needed.
9. Keeps waiting area clean and free of debris.
10. Manages self and resources effectively
- Acknowledges limits of experience and capability
- Identifies learning needs and seeks resources
- Utilizes equipment, systems and supplies appropriately
- Maintain clean, orderly environment of care
- Attends at least 50% of monthly staff meetings
