Patient Access Representative (New Blythewood Urgent Care)

Job Summary

Greet and register all patients who present themselves for Urgent Care Services.  Obtains all necessary demographic and financial information to complete the registration process to ensure legal and accurate billing and medical record input.  Collects Point of Service payments and accurately records them.  Completes medical record and all appropriate signatures and consents.  The Patient Access Representative in the Urgent Care does bedside registrations requiring exposure to patient at bedside and requiring long periods of time on their feet. Standing and bending are physical requirements of this position.

Minimum Qualifications

Minimum Education: High School Diploma or Equivalent
Minimum Years of Experience: None.
Substitutable Education & Experience: None.
Required Certifications/Licensure: None.
Required Training: Must attend departmental approved training sessions to maintain the position (Minimum of 8 Hrs required);
Experience with personal computers (PC’s), possess excellent oral and verbal communicative skills and demonstrates ability to work well with people and handle potentially stressful situations;
Ability to simultaneously manage multiple complex tasks and possess a high degree of flexibility of skills;
Familiar with medical terminology and billing;
Demonstrates ability and willingness to adapt to special circumstances such as patient emergencies, disasters and/or staffing issues;
Ability to think analytically in order to produce quality work, while working efficiently and professionally;
Demonstrates appropriate communication of information to all ages and responds to all customers/patients requests/needs, i.e., hard of hearing, etc. Possesses the ability to appropriately prioritize and perform multiple tasks at one time, as well as modifying plans and approaches based on changing situations, needs and follows-through to achieve final resolution.

Essential Functions

• Obtains and enters demographic and financial information to ensure the accuracy of the patient’s Medical Record and the appropriate identification and signatures required by law.
• Interviews patients and/or their representatives to obtain demographic and financial information at the bedside in the Urgent Care. This requires the representative to stand for long periods and to bend and stoop to plug in their Flow cart.
• Responsible for obtaining proper consent on adults as well as minors.
• Responsible for obtaining necessary signatures for registration.
• Responsible for obtaining copies/scanning of picture ID (if available) and insurance cards.
• Responsible for the assigned zone(s) until properly relieved.  This may mean staying after their assigned shift until relief is obtained.
• Responsible for the assigned number of registrations per shift as determined by their Supervisor.
• Responsible for ensuring that the appropriate paperwork gets to the Discharge area in a timely manner.
• Communicates face-to-face and by way of phone with patients and patients’ representatives as needed.
• Obtains Workers Compensation information at the time registration and verify as needed
• Responsible for having an understanding and working knowledge of the policy and procedures regarding collection of  insurance data.
• Verifies balance of Cash Drawer in assigned location of Patient Access when drawer is opened and closed. Generates a trial balance when closing the Cash Drawer, and prepares money for deposit ensuring all checks and balances are in place.
• Money shall never be left unattended.  Money shall be secured at all times in the Cash Drawer proper or safe.
• Professional in appearance, communications, and knowledge.

Duties & Responsibilities

• Receives incoming phone calls. Route calls appropriately or take detailed legible messages when necessary.
• Opens and distributes mail.
• Maintains professional communications with all departments within the Lexington Medical Center community as needed.
• Attends monthly department meetings. When unable to attend due to work flow, meeting minutes by way of e-mail are to be read, signed, and sent back to Supervisor an acknowledgement of understanding. (applied to your minimal 8 Hrs of Departmental Training)
• Performs all other appropriate activities as directed by Management Team as necessary to meet patient’s needs and to achieve the required departmental and organizational outcomes.
• Documents all situations that arise out of the ordinary.
• Performs duties as assigned by authorized personnel or as required.
• Possesses knowledge of how to secure translators for patients or other parties requiring assistance.
• Maintains an optimistic and professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers. Shows courtesy, compassion, and respect.  Conforms to service expectations and “House Rules” as communicated by your immediate Supervisor.
• Projects a pleasant, professional appearance and alert attitude that reflects the goals of the Service Excellence and Corporate Compliance policies.
• Ability to work independently or in conjunction with nursing or other personnel to serve the needs of the patient, their families, and/or their representatives.
• Possesses and exhibits appropriate interviewing, communication and negotiation skills, including the ability to listen, communicate non-verbally as appropriate and to positively/appropriately influence others.
• Must work closely with Emergency Department during disaster team drills and enactments.  Must be available to quickly respond to disaster codes and appropriately carry out duties.
• Physically able to stand for long periods of time and to bend/stoop.