Patient Representative acts as a liaison between patients, families, and the healthcare organization to support patient-centric care delivery. Communicates patients' questions, concerns, and issues to appropriate staff members, follows up, and facilitates solutions as needed. Being a Patient Representative explains policies, procedures, rights, and applicable regulations to patients and provides informational resources about available services. Working with multi-disciplinary teams may make recommendations for improvements to the patient experience. Additionally, Patient Representative may participate in discharge processes or administer patient satisfaction surveys. Follows all applicable regulations regarding patient information privacy policies. Requires a high school diploma. Typically reports to a supervisor. The Patient Representative works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Patient Representative typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
JOB SUMMARY
The Patient Access Representative is responsible for providing outstanding customer service, ensuring a smooth, orderly flow of
every patient throughout their encounter. This position is responsible for providing superior clerical support to the healthcare
team in all patient access areas by being timely and responsive to their needs and expectations in appointment scheduling and
registration, collecting applicable time of service payments, admission of patients, and verifying patient’s medical insurances.
MAJOR RESPONSIBILITIES/DUTIES/CRITICAL TASKS
Demonstrates professional behavior in all interactions and utilizes proper telephone etiquette during every call.
Performs patient appointment scheduling, registration, insurance verification, check-in, and check-out procedures with the goal of 100% accuracy. This includes obtaining pre-certifications, and referral authorizations.
Collects applicable co-pays, deductibles, and other fees for services rendered. Refers patients to available hospital, community, and state assistance programs as applicable.
Keeps up to date on billing requirements of third-party payors, Medicare, Medicaid, and communicates information to other areas involved.
Adheres to internal controls established for the department.
Individual will be responsible for both working and the maintenance of Epic work queues as assigned by supervisor.
Other duties as assigned.
ACCOMPANYING KNOWLEDGE/SKILLS/ABILITIES AND COMPETENCIES
Ability to operate standard office equipment is preferred.
Working knowledge of Microsoft Office Products.
Customer service skills.
Ability to multi-task in a fast-paced working environment.
Excellent communication skills, both verbal and non-verbal.
MINIMUM REQUIRED EDUCATION/EXPERIENCE
High School Diploma or equivalent required. Two (2) years’ clerical experience in a medical field preferred.
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