Patient Access Representative I

Job Description Summary

Under the supervision of the Manager, facilitates accurate and timely completion of registration and all paperwork necessary for patient care. Receives all visitors and patients, answers the main telephone line, assisting callers or transferring the calls to the appropriate individual. Schedules all visits for the Mount Pleasant Pediatric After Hours Care & Specialty Clinics. Works closely with physicians, nurses and therapists to provide optimal ambulatory healthcare. Applies guest relations policy to all visitors, patients, physicians and co-workers.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC000253 CHS - After Hours & Specialty Clinics - Mt Pleasant (Offsite)

Pay Rate Type

Hourly

Pay Grade

Health-21

Scheduled Weekly Hours

40

Work Shift

Job Description

Provide administrative coverage at the front desk of the Mount Pleasant AHC Clinic including monitoring the clinic appointment line to include scheduling appointments for clients from outside medical, hospital, correction systems. Answer multiline telephones. Take payments from clients for clinical services. Complete client registration ,and documentation. Schedule interpreters for clients. Retrieve billing charges.

Additional Job Description

Responsibilities:

5% Job Responsibility: Perform other duties as assigned or initiated.

25% Job Responsibility: Function as the first line of contact receiving patients, answering incoming calls, and monitoring the waiting room. Success Criteria: a. Pleasantly greet all patients using AIDET. b. Professionally answer telephone to include the clinic and your name. c. Create and enter accurate and detailed messages into the EMR and correctly route to designated pool or recipient when call received regarding clinic visit, to include lab results, refills, etc. d. Assist and/or refer callers in a professional and courteous manner. Transfer patients to appropriate destination of call or assist in directing them when needing further assistance. Avoid blind transfers. e. Answer patient questions and solve problems concerning policies and procedures not related to direct medical care. Monitor patient flow to ensure timeliness of care, collaborate with back clinical staff for updated on wait times, keep all patients waiting informed of any delays. f. Monitor waiting room for current magazines, appropriate patient material, overall cleanliness, and appearance. g. Avoid personal phone calls, cell phone and internet use if not work-related or any other nonwork related activities at the front desk. Avoid eating in the reception area or at workstation. Ensure all drinks are covered and out of plain sight of patient.

25% Job Responsibility: Collect and appropriately document all payments in accordance with established policies and procedures. Success Criteria: a. Maintain current knowledge of insurance changes and co-pays required. Accurately collect co-pays, self-pay and post in electronic record. b. Demonstrate and understanding patient arrival process, collection processes and applicable policies. c. Review schedules prior to clinic in preparation for each pre-registered patient and address any insurance concerns prior to patient arrival when applicable. d. Notify manager of any service recovery needed regarding payments or accounts. e. Accurately reconcile physical money with payments posted in in the system at the end of each clinic day. f. Daily reconciliation of patient work queue list to ensure accurate billing.

20% Job Responsibility: Scheduling of appointments, consults, treatment, and tests. Success Criteria: a. Ensure scheduling procedures are followed to include updating demographic and all insurance information, using comments appropriately, and updating referral information. b. Maintain advanced knowledge of EMR applications and updates. c. Demonstrate an understanding of the referral and pre-authorization processes. d. Schedule follow-up appointments as instructed.

25% Job Responsibility: Registration of Patients Receive accurate demographic and insurance information on all patients and enter in the electronic medical record. Collect all required signed forms and information necessary to achieve a clean registration and reduce billing denials. Success Criteria: a. Obtain and verify insurance information and patient demographics including copies of insurance and identification cards at each visit. b. Scan all appropriate documents. c. Remain current on insurance and necessary changes affecting all information systems by attending team meetings, email updates from manager and Revenue Cycle, and complete any assigned or mandatory rev cyc