Patient Access Representative 2 ED

The Patient Access Representative 2 - ED (PAR 2) facilitates a welcoming and easy access to the facility and is responsible for establishing an encounter for any patient who meets the guidelines for hospital service. They accurately register patients presenting to the Emergency Department including traumas stroke patients disaster response patients other emergency patients behavioral health cases direct admits to inpatient units surgery patients radiology patients and prisoners. Registration includes validating patient identity collecting ED-specific screening information coordinating with ED nurses to ensure timely triage of patients verifying insurance coverage calculating and collecting patient co-insurance/deductibles/co-pays determining in-network and out-of-network status post-stabilization and balancing this fast-paced high-stress environment the PAR 2 demonstrates professional and effective communication skills with patients and families physicians and nurses. They manage patient and visitor concerns during traumas and disasters. The PAR 2 is knowledgeable about and compliant with federal and state regulations related to acute-care patient registration with a special emphasis on EMTALA regulations and the No Surprises Act. Team members in the ED must be flexible to change and have the ability to adapt and adjust to a constantly changing environment. They must be able to respond to disaster activation with plans to work on-site until the conclusion of activation. They communicate directly with patients and families physicians nurses insurance companies and third-party payers. The PAR 2 has the ability to serve as a team lead participate in lean process improvement mentor new hires and/or audit for regulatory and billing compliance.

1. Customer Service
   1. Consistently demonstrates a positive attitude. Fosters teamwork and offers assists others. Acknowledges and responds tactfully to all requests. Shows consideration and sensitivity during interactions with patients family members and team members by demonstrating listening skills and cooperation. Communicates and interacts with others in a professional responsible cooperative manner. Adheres to organizational and departmental policies and procedures.
   2. Follows AIDET service standards (Acknowledge Introduce Duration Explain and Thank) during interactions with internal and external customers to promote positive communications and exceptional service.
   3. Courteously handles incoming calls and inquiries and conducts timely and appropriate follow up including documentation.
   4. Demonstrates solid decision-making skills reflecting a balance between mission and financial obligations.
   5. Consistently interacts with sensitivity to others and is responsive to individual needs and concerns. Exhibits excellent customer service and communication skills with the ability to effectively communicate with anxious patients family members or representatives.
   6. Asks patients if they may have special needs.
   7. Calls patients by name.
   8. Follows approved scripting during interactions with internal and external customers.
      
2. Quality
   1. Adheres to the Passport accuracy percentage rate of 97.5 or above on aconsistent basis when registering accounts.
   2. Supports the flexible needs of the department to accommodate patient volume in all areas of the hospital. This may require assignment to another area of the department and shift change.
   3. Supports the department in achieving established performance targets.
   4. Completes training required as needed.
   5. Demonstrates reliability and dependability by reporting to work when scheduled.
      
3. Financial Collections
   1. Calculates and collects the estimated patient portion based on benefits and contract reimbursement as well as prior balances.
   2. Utilizes appropriate language and behavior to collect patient financial responsibility.
   3. Collects co-payments deductibles deposits and/or amounts due on previous accounts.
   4. Demonstrates knowledge and ability to review notes on all pre-admitted accounts and discuss with customer in a courteous and professional manner.
   5. Demonstrates knowledge and ability to review and explain previous accounts.
   6. Demonstrates knowledge and ability to complete account acknowledgement forms when appropriate.
   7. Collects cash prints receipts and balances cash drawers.
      
4. Insurance and Benefits Knowledge
   1. Demonstrates knowledge of insurance plans.
   2. Verifies eligibility and obtains necessary authorizations for services rendered.
   3. Completes Medicare Secondary Payor Questionnaire.
   4. Utilizes online eligibility.
   5. Obtains authorization/verification of required insurance companies.
   6. Utilizes appropriate software and worksheets to calculate patient financial responsibility.
   7. Performs financial assessment for appropriate program assistance.
   8. Utilizes appropriate guidelines to assist patient with financial responsibility.
   9. Demonstrates accuracy in selected insurance plans (I-plans).
      
5. Registration
   1. Obtains and accurately inputs all requires data elements for registration including patient demographic financial information guarantor information and relevant notes associated with the encounter.
   2. Accurately identifies and searches for patients in the EMR using the national patient identifiers and selects the correct patient record. Creates new medical records when a patient is not present in the Master Patient Index. Avoids creating duplicate medical records.
   3. Prioritizes and completes registration in a consistent courteous professional accurate and timely manner.
   4. Ensures each patient is assigned only one medical record number.
   5. Selects appropriate patient type based on the department and services required.
   6. Communicates the purpose of and obtains patient/legal guardiansignatures on all necessary hospital documents such as: hospital consent forms assignment of benefits patient rights etc.
   7. Documents in account notes.
   8. Ensures orders are received and are consistent with tests/procedures.
   9. Gives patient documents that he/she needs to take with him/her to other departments.
   10. Scans required documents per policies and procedures during patient registrations including but not limited to photo identification insurance card(s) or external records or documents. Ensure correct document type is selected for each document.
       
6. Leadership
   1. Serves in a team lead role (as assigned).
   2. Participates in/assists with performance improvement initiatives and demonstrates an understanding and compliance of all department policies and procedures.
   3. Mentors and trains other associates.
   4. Proactively monitors assigned department work queues and resolves account issues within defined timeframes.
   5. Acts as auditor for regulatory and billing compliance.
      
7. Other Duties as Assigned
   1. Performs all other duties as assigned.

Experience: 2 years relevant experience in the healthcare industry. Related certification (e.g. Certified Coder Certified Medical
Assistant) substitutes for 1 year of experience

Education: High School diploma or equivalent

Special Skills: Advanced clerical and computer skills critical thinking skills ability to work in high-stress situations professional appearance and behavior good communication skills dependability flexibility teamwork