Access Center Representative III

1 week ago

Reno, United States Tahoe Forest Health Full time
Bargaining Unit: EA

Rate of Pay: $28.46/hour + DOE

Summary
Performs tasks that ensure scheduling and pre-visit/procedure readiness is achieved so that the office or department providing the service has minimal non-clinical work to perform on the day of service. Access Center tasks include:

  • Scheduling
  • Pre-registration
  • E-verifying
  • Determining and collecting the patient's out-of-pocket expenses (co-pays, deductibles, etc)
  • Signing patients up for self-service options
  • Authorizations
Essential Duties and Responsibilities
  • Schedules appointments for complex service lines such as Diagnostic Imaging, Physical Therapy, Physician offices and Surgical Services.
  • Communicates regularly with patients, families, care-givers, providers, clinical and non-clinical staff as necessary for the completion of scheduling and pre-visit readiness.
  • Follows up with patients, clinical and non-clinical staff regarding requests for additional information (accurate orders, prior imaging, History and Physicals (H&P's), reports, etc.) or pre-visit tests, labs, pathology, etc.
  • Works with patients, families, providers, clinical and non-clinical staff to coordinate the patient's experience throughout the process of accessing healthcare.
  • Determines timely resolutions for complaints based on guidelines, resolving issues in the moment when able.
  • Acts as liaison to patient and communicates resolution and/or next steps to patient directly.
  • Works to de-escalate situations involving patient complaints while maintaining a professional attitude.
  • Provides training for team members and communicates clear instructions and expectations for process outcomes.
  • Listens to team member's feedback.
  • Monitors department production for quality and to assure processes are progressing to assure accurate and timely outcomes for patient needs.
  • Maintains scheduling reports and updates management of weekly progress.
  • Distributes reports and registration audits to appropriate personnel.
  • Confirms medical necessity of ordered procedure(s).
  • Prioritizes tasks and follows work through to completion.
  • Serves as a point of escalation for scheduling questions for radiology, surgery, etc.
  • Serves as backup for scheduling patient appointments or procedures.
  • Serves as backup for authorizing patient appointments or procedures.
  • Works collaboratively with Health Information Management (HIM) on subpoenas and report requests.
  • Articulates information in a manner that patients, guarantors, and family members understand.
  • Key contributor to patient satisfaction initiatives by participating in process improvement activities as well as providing a high-quality contact experience for the patient with every interaction.
  • Navigates multiple computer applications and interprets financial and insurance information.
  • Performs to department productivity and accuracy expectations.
  • Maintains and updates knowledge regarding all types of insurance and healthcare coverage, utilizing reference materials provided.
  • Demonstrates System Values in performance and behavior.
  • Complies with System policies and procedures.
  • Become credentialed in Cadence within 6 months of hire
  • Train Cadence classes for the health system.
  • Other duties as may be assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities
No supervisory responsibilities.

Minimum Education/Experience
No educational requirement and 1-2 years relevant experience

Required Licenses/Certifications
National Association of Healthcare Access (NAHAM): Certified Healthcare Access Associate (CHAA) - Upon hire

Other Experience/Qualifications
  • Experience in patient registration, scheduling, and/or hospital patient accounting office preferred.
  • Strong customer service and complaint resolution experience preferred.
  • Medical terminology and insurance billing knowledge preferred.
  • Communicates expectations, assignments and responsibilities clearly and professionally.
  • Demonstrates clear, courteous and pleasant communication skills with appropriate usage of grammar, pronunciation.
  • Excellent customer service skills.
  • Self-motivated and goal oriented with the ability to multi-task.
  • Team oriented.
  • Positive, open-minded, and focused on continuous improvement.
  • Ability to learn new processes, procedures and software programs quickly, while demonstrating attention to detail and accuracy.
  • Analytical and problem-solving skills.


Computer/Business Skills
Ability to use office machines. Demonstrated ability to use word processing and other Microsoft Office programs.

Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Purpose of Contacts
Purpose is to obtain, clarify, or give facts or information regardless of the nature of those facts, i.e., the facts or information may range from easily understood to highly technical.

Reasoning Skills
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

#LI-OnSite

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