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 cash.  In 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 a consistent 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/verificatio