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Position Summary

The Patient Access Representative position serves as the first point of contact between Humboldt General Hospital and the community that the organization serves. This role is assigned to welcome, greet, assist, and to interview patients during the registration process while gathering and updating their personal and insurance coverage information, with utmost observance of always maintaining patient information confidentiality. Scheduling patients for next appointments, answering phone calls, organizing incoming and outgoing mail, and coordination with different departments are also included in the role’s primary responsibilities, which require competencies such as customer service, communication, attention to detail, multitasking, and organizational skills.

PRIMARY DUTIES

• Performs the registration of patients in various locations such as the hospital front desk, clinics, and the Emergency Room while ensuring that all essential patient demographics and insurance coverage information are verified, accurate, and updated in the electronic medical records system; this function also includes scheduling patients for next appointments in Rural Health (RHC) and Specialty Clinics.

• Obtains updated copies of insurance cards, driver’s license, and verifies medical service orders when applicable; contacts ordering providers for orders received that do not contain required information such as diagnosis and procedural codes and descriptions, and electronic or handwritten signature of provider.

• Ensures that the correct financial identification number (FIN), date of service, location, and type of encounter are used for the medical service or consultation needed by every patient being registered.

• Obtains required signatures on legal consent and insurance forms, and ensures that all pertinent documents that support a patient’s medical service visit are properly scanned in every encounter or FIN.

• Verifies insurance eligibility of every patient registered, educates patients regarding their benefits coverage, and collects all payments that are due at time of service. Refers patients to the financial counselor as necessary.

• Performs miscellaneous duties including but not limited to organizing incoming and outgoing mail, assisting Business Office staff on encounter error corrections, and accurate/timely submission of daily collection reports.

• Maintains a high accuracy rate for registration and point of service collections.

• Welcomes and assists patients and various types of visitors in a courteous and professional manner at all times, whether in person or via telephone calls.

• Establishes effective and professional rapport with other employees, support staff, customers, clients, patients, families, and physicians.

• Actively supports departmental and organizational strategic plans and ensures successful implementation of assigned initiatives.

• Excellent problem solving and critical thinking skills including respect, honesty, integrity, compassion, fairness, innovation and stewardship of resources.

MINIMUM QUALIFICATIONS

• MINIMUM EDUCATION: High School Diploma

• MINIMUM EXPERIENCE: 1 YEAR CUSTOMER SERVICE. PREFERRED MEDICAL OFFICE OR HOSPITAL SETTING

• SPECIAL SKILLS: Excellent customer service, strong written and oral communication skills required; Knowledge of medical and insurance terminologies preferred; Able to handle multiple tasks and interdepartmental coordination simultaneously; Computer skills required as operation of phones and computers is an integral part of this position.

PHYSICAL DEMANDS: For physical demands and working conditions, see next page.