Patient Access Representative I

Job Summary:

The Patient Access Representative I is a key role within the Kaiser Permanente Health System environment. This position is responsible for ensuring a complete and accurate patient admission/registration process. The representative will greet patients, collect pertinent registration data, and perform functions such as limited insurance eligibility and benefits verification, point of service cash collection, and completion of documentation necessary for the expedient registration/admission of patients according to organizational policy and procedures and federal/state/regulatory requirements.

Responsibilities:

• Registration: Greets and registers patients for various medical services in the hospital setting, potentially in a 24-hour, 7-day-a-week environment, and in a highly active, fast-paced setting such as the Emergency department. Pre-registers patients where applicable. Completes comprehensive bedside or telephone interviews with patients, relatives, or their representatives to obtain pertinent demographic information, insurance data, and/or third-party liability information. Performs minimal eligibility verification and resolves discrepancies as able or defers to an appropriate resource, identifies the need for financial assistance recommendation and application, referring to the Financial Counselor where necessary. Verifies patient demographic and insurance information with the patient consistent with CMS regulations, the National Registration Standards, and regional policies. Verifies members' eligibility and benefits from identified insurance plan(s) prior to or upon admission to the hospital, using computer-based verification programs, as available. Uses problem-solving skills to verify patient identification through patient name, spouse names, SSN, DOB, and address to identify and minimize duplicate medical records. Interviews patients to obtain/determine appropriate insurance carrier and identifies, verifies, and inputs Other Coverage Information (OCI), primary, secondary, and tertiary payers for services provided. Performs registration functions for all patient classes and clinical services.
• Revenue Collection: Determines and collects cost-shares and partial payments for services to be received. Enters/verifies payments in the computer, closes cash drawers, counts currency, checks, and credit card payments at the end of each shift, and creates deposits per cash handling policies. Provides patient liability information and collects the point of service cash from patients based on guidelines and/or systems provided by the department, including but not limited to: co-payments, deductibles, co-insurance, deposits, outstanding balances. Communicates to the patient the Northwest's policy on payment of services or prepayment when significant patient liabilities are identified. Refers, as appropriate, to financial counselors. Interacts with Patient Business Services/Membership Services personnel regarding the status of accounts as necessary to respond to questions/concerns related to registration requirements. Documents all activity pertaining to patients' accounts in the system.
• Appointing: May schedule and/or cancel appointments based on members' needs and regional protocol. If applicable, makes return appointments.
• Regulatory/Organizational Compliance: Completes regulatory or policy-required forms, to include payor requirements such as Medicare, L & I requirements, and some commercial payors, and obtains all necessary signatures via mail, pre-admit, pre-op visit, or upon admission/registration. Makes copies of patient identification, insurance information, and other related forms and documents, electronically scans capture where appropriate. Understands and adheres to the rules and regulations of Medicare, Medicaid, Managed Care, and Commercial payers regarding referrals, preauthorization, and pre-certification requirements. Is knowledgeable and maintains compliance with CMS by accurately completing Medicare Secondary Payer screening information to determine primary payor. Receives physician orders and, if applicable, performs medical necessity checks using automated systems. Interprets basic healthcare systems regulations and policies for patients and patient families consistent with the defined scope of work. Knowledge of MOAB training requirements for managing aggressive behavior. Maintains an understanding of HIPAA privacy and security regulations with respect to patient confidentiality and regulations that govern system use for patient registration requirements. Understands and adheres to EMTALA regulations and the relevance for patient registration and patient liability collection in the Emergency Department.
• General Services: Stocks appropriate forms and supplies; takes out used supplies. Demonstrates responsibility in handling supplies and equipment in a cost-effective manner and according to standards such as policies, procedures, and infection control guidelines. Assists patients by providing specialty phone numbers, facility directions, and office layouts; directs to other departments and administrative services for further information, for example (but not limited to) Membership Services, Dental, and Pharmacy. Escorts patients to areas of service. Initiates safekeeping and return of patients' valuables in accordance with hospital policy when required. Provides information assistance to patients, visitors, and the public regarding general hospital policies and procedures. Interacts with patients' physicians regarding the status of hospital accounts/registration issues and refers as needed. Provides patients' demographic information/insurance plan updates to physician offices or other medical services, such as EMT services, where appropriate. Responsible for maintaining records during system downtime and performs recovery processes. Maintains accurate statistical records of departmental activities as needed, for data gathering within the UBT work teams. Performs all other duties as assigned consistent with job description.

Basic Qualifications:

• Experience: Minimum one (1) year of healthcare financial and minimum one (1) year of office environment customer service OR Minimum two (2) years of post-high school related education OR combination of education and experience.
• Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Education:

• High School Diploma or General Education Development (GED) required.

License, Certification, Registration:

• Medical Terminology Certification
• Basic Life Support

Additional Requirements:

• Must obtain training and Medical Terminology certificate within 180 days if existing Patient Access Employee or has proof of completed Medical Terminology course, outside applicant must have upon hire.
• Obtains training and becomes CPR Certification within 30 days if existing Patient Access Employee or has proof of current CPR Certification, outside applicant must have upon hire.
• Excellent communication skills with all types of individuals.
• Excellent organizational and written skills, flexibility, and ability to switch tasks frequently.
• Ability to type minimum 35 wpm with above-average accuracy.
• Previous experience with cash handling required.
• Ability to operate CRT, IBM-compatible PC, Windows, such as MS Word/Excel, copier, fax, phone, and headset.
• Job requires continuous reading skills and the ability to handle a heavy volume of work.
• Working knowledge of basic medical terminology, diagnostic-related groupings, diagnosis, and common procedure terminology to determine benefits and estimate service cost.
• Knowledge of Medicaid, Medicare, and other government and insurance/payor requirements.
• Knowledge of basic State and Federal regulations governing healthcare encounters, such as HIPAA, State workers' compensation, third-party liability for accidents, EMTALA, and etc.
• Knowledge of and skill in the use of automated Patient care systems for admissions, registration, and basic medical records functions (registration systems).
• Knowledge of basic State and Federal regulations regarding funding resources.
• Knowledge of organizations and/or facility-based billing systems.
• Knowledge of department procedures and established confidentiality policies. Knowledge of communication techniques with the ability to listen actively and respond to fellow employees/customers in a timely, competent manner both verbally and non-verbally.

Preferred Qualifications:

• Previous experience with EPIC applications preferred.
• Previous hospital or ambulatory clinic registration experience.
• Certification by HFMA or NAHAM preferred.
• Obtains training to become a Certified Healthcare Access Associate by the National Association of Healthcare Access Management within 180 days of employment preferred.
• One (1) year of higher education preferred.

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