Patient Access Coordinator
2 weeks ago
As a vital contributor to the Revenue Cycle department, the Access Coordinator is responsible for precise patient registration, estimating costs, collecting payments at the point of service, and delivering outstanding customer service to meet the needs of patients and clients. The effectiveness of this role significantly influences claim denials, overall customer satisfaction, and the reduction of outstanding debts. Access Coordinators excel in managing patient and physician interactions, handling registrations, scheduling appointments, and navigating various intricate systems.
Key Responsibilities
- Conducts patient interviews through various communication methods to gather and confirm demographic and insurance details, ensuring the accuracy of medical records and billing claims.
- Demonstrates expertise in insurance coverage, benefits, and regulations to provide accurate information and fulfill requirements for expected payment for services rendered.
- Confirms and organizes insurance plans using electronic eligibility tools, direct communication with payers, and online resources, taking necessary actions for services that may not be covered.
- Prepares patient estimates, educates responsible parties about charges and out-of-pocket costs, and sets up payment plans as necessary for both professional and technical services.
- Accurately calculates, collects, and posts patient payments in line with policies, striving to meet or exceed collection goals and productivity benchmarks while ensuring cash handling procedures are followed.
- Implements measures to prevent duplicate medical records or incorrect patient selections, which are crucial for patient safety, while safeguarding Protected Health Information (PHI).
- Engages with physicians or clinical providers to verify or clarify information regarding orders, schedules, or patient instructions.
- Utilizes electronic reports and worklists to identify claims needing updates, making necessary corrections to guarantee accurate and timely billing.
- Schedules patient appointments for professional and technical services using various software applications.
- Verifies insurance benefits and coverage through electronic tools or phone inquiries, initiating actions to complete necessary documentation.
- Conducts daily reconciliations of Medicare-related documents in compliance with government regulations.
- Collaborates with the Utilization Management Team to manage daily status changes and updates.
- Scans and retrieves relevant documents using scanning applications.
- Projects a positive image to all patients, physicians, and customers, serving as the initial point of contact for University Hospitals.
- Communicates effectively using established customer service protocols to ensure a consistent patient experience.
- Adheres to departmental policies and procedures, actively participates in team meetings, and maintains confidentiality regarding patient and physician information.
- Maintains knowledge and skills related to emergency preparedness.
- Effectively communicates with internal and external customers through various channels.
- Participates in wayfinding and provides assistance to enhance the patient and customer experience.
- Performs additional related duties as assigned and engages in special projects as required.
- Completes other assigned tasks as needed.
- Adheres to all organizational policies and standards.
- For specific responsibilities, refer to documentation provided during orientation.
- Must comply with all regulations regarding the secure handling of Protected Health Information (PHI) for patients, including annual training and adherence to the organization's Code of Conduct.
Qualifications:
Education
- High School Diploma or GED (Required)
- Minimum of 1 year in healthcare or customer service (Required)
- College associate or bachelor's degree may substitute for 1 year of work experience.
- Proficient in using multiple complex software applications (Required)
- Reliable to work in a 24/7/365 environment with potential travel to various locations and willingness to work overtime (Required)
- Strong client service, communication, and relationship-building skills (Required)
- Able to thrive in a fast-paced and high-pressure environment (Required)
- Capable of functioning independently and collaboratively in a dynamic setting (Required)
- Excellent written and verbal communication skills (Required)
- Professional demeanor (Required)
- Detail-oriented with strong organizational, analytical, and problem-solving skills (Required)
- Demonstrated proficiency in using PCs, Microsoft Office Suite, and general office equipment (Required)
- Occasional standing and walking
- Constant sitting
- Rarely lifting or carrying up to 20 lbs
- Frequent repetitive motions and eye/hand/foot coordination
- 10%
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