Hospital Access Representative

4 weeks ago

Maywood, Illinois, United States Trinity Health Full time
Employment Type:Full timeShift:Evening ShiftDescription:


Under the supervision of the Patient Access Supervisor, the Hospital Access Representative is responsible for Revenue Service operations that impact the reimbursement to our ministry.
This colleague is a registration specialist and is is responsible for obtaining complete and accurate patient demographic, insurance (eligibility and/or verification), and financial information as well as collection of all liability due for inpatients, outpatients, and emergency patients either face-to-face or on the phone. This position requires technical accuracy, excellent communication skills and the highest ethical standards. This colleague must demonstrate excellent customer service skills by providing a patient friendly and pleasant registration process to assure that patient and family needs are met in a timely manner. This colleague must be able to resolve a wide variety of physician and patient requests and inquiries as well as demonstrated the ability to manage patient volume variations and difficult patient situations. Acts as liaison between departments to foster open communication and team work, utilizing positive and effective communication with all team members. This position is responsible for adhering to all compliance requirements as mandated.

Shift: 2:30pm - 11pm

Position Responsibilities:

Consistently confirms, enters, and/or updates all required demographic data on patient and guarantor on registration system, avoiding overlays and duplicate patient medical records. Secures and/or explains copies of insurance card(s), forms of ID, and signature(s) on all required forms Consistently completes the Medicare Secondary Payer (MSPQ).


Demonstrates knowledge and understanding of the hospital's mission and values, regulatory compliance requirements, payor requirements, HIPPA Privacy, the revenue cycle process and hospital policies through conduct and behavior.

Transcribes accurate bed reservation information phoned into the department from physicians or their designate, including the admitting diagnosis, scheduled procedure and type of bed needed, and the Admitting/Attending physician. Understands the death certificate and release of body process to accurately assist physicians in completing said certificates.


Attends monthly in-services for ongoing governmental, insurance and departmental changes. Precepts new hires.

Using AIDET skills, representative monitors patient waiting areas to ensure all patients are registered and provided updates on next steps and/or delays. Ensures that area is clean and organized. Answers patient questions in a professional and courteous manner. Uses service excellence toolbox for service recovery. Answers calls within 3 rings. Handles all calls coming into any location in the department and if unfamiliar with question, will seek out the answer for the caller.

Collects and analyzes demographic, insurance, guarantor, reason for visit, and other pertinent workflow specific data from patients/representatives to assure registration accuracy is maintained for all outpatient visits, Emergency Department visits and/or admissions. Performs registration functions consistent with Federal, State, and Local regulatory agency and insurance payor requirements, organization policies and procedures, including HIPPA privacy, security regulations and Joint Commission. Consistently maintains registration accuracy rate at or above department standard in performance of registration duties.

Completes work queues in all areas of registration for high dollar exams and surgeries, again ensuring all demographic and insurance information is accurate for the authorization by the precept area.

Understands and demonstrates the ability to work within the ED arrival workflows vs. ED updates, the P&P for the ED in regard to DCFS approval, the use of institutional guarantors, collection of co-pays,
precertification, etc. Representative in course of registrations uses a WOW for registration and does push patients in wheelchairs from waiting room to treatment area.

Position Requirements:


Minimum Education:
Required: High School Diploma
Preferred: High School Diploma plus training acquired through work experience or education

Minimum Experience:
Preferred: 1-2 years of previous job-related experience

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

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