Patient Access Team Lead

Under general supervision, interviews patients to obtain necessary information, prepare admission/registration forms, gather insurance information and perform other clerical/computer operational tasks related to the admission of inpatients and outpatients coming into our Medical Center.

Education:
High School Diploma or GED

Licensures/Certifications:
CHAA certification or must be obtained within 12 months of being placed in the position.

Experience:
6 months’ experience as a Patient Access Representative

Skills:
• Knowledge of insurance coverage and billing, collection procedures, laws, rules, and regulations
• Knowledge in medical terminology preferred
• Skill in using computers and personal productivity applications
• Skill in oral and written communication, including reading comprehension
• Skill in data analysis to gather and update statistics, logs, records and reports
• Ability to type quickly and accurately
• Excellent skill in customer service techniques
• Ability to multi-task and prioritize

Principal Duties and Responsibilities:
• Verifies demographic and insurance information. Obtains all necessary signatures. Collects any payments due upon admission and assures insurance verification process is completed.
• Inform patients of Medical Center rates, rules and regulations and answers patients’ questions. If unable to answer questions, investigates all avenues available to resolve concerns. Works as a team with clinical staff from all OR’s, Emergency Department, Maternal/Newborn Health, Clinics, and Ancillary Testing areas
• Inputs patient information into computer to identify existing, or initiate new medical record, patients’ labels, and bracelets. Scans at time of registration all insurance cards, Photo I.D., Advance Directives and other facility information. Obtains photographs of patients for identification purposes. Obtains electronic signature of various registration forms such as , Permissions and Acknowledgements, and Notice of Observation to Inpatient Status Change. Escorts patient to waiting room location as needed.
• In the Emergency Department: Pre-Registers, and Registers Emergency Room patients. Registers scheduled Sleep Study patients, walk-in after-hours radiology patients, and Direct Admissions when needed. Ensures complete and accurate information is obtained bedside from the patient or from a family member, as required for medical records and patient accounting.
• Meets or exceeds departmental registration standard of 7 minutes per patient.
• Assists in training new employees for the department. Performs clerical duties, computer operational duties, filing, record keeping, answering phones and providing excellent customer service. Handles security keycard distribution for VIP’s at Labor and Delivery.
• Verifies benefits via Epic Real-Time Eligibility. Follows insurance requirements such as Medicare Secondary Payer Questionnaire. Enters insurance coverage accurately. Provides notification to insurance carriers as required.
• Maintains log of expired patients. Completes death certificates and notifies physician to sign death certificates within 24 hours of patient death. Communicates as needed necessary information to Maryland Eye Bank, Donor Hot Line, Funeral Director, Medical Examiner, Pathologist, Anatomy Board, Security and GBMC Pathology Department.
• Meets or exceeds registration accuracy of 97%- evaluated on a quarterly basis.
• Collects co-pays, deductibles, out of pocket, and balance due payments via check or credit card. Obtains authorization on all credit card transactions using Epic.
• Acts as positive mentor for department; following all policies and procedures as set forth by GBMC and Patient Access (i.e. dress code, courtesy/standards of conduct, workflow guidelines, attendance, parking assignments, etc)
• Is a subject matter expert (SME) for department, and is a reliable source for advice, and process clarification.
• Is familiar with all available organizational resources, and department references. Will actively seek out answers to questions if not known.
• Assists and covers as needed the Hospital Information Desks- working closely with, instructing and training all Information Desk and Lobby Escort volunteers.
• Is comfortable in working with many hospital computer applications and systems including but not limited to; Epic, Watch Child, , Access E-forms, Outlook Web Mail, OnBase Scanning, Word, and Excel.
• Monitors workflow, provides guidance and assistance to Patient Access Representatives in order to resolve problems and recommends more efficient/effective work methods.
• Assists with orientation of new Patient Access employees on policy and procedures, job tasks, customer relations skills; dem