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Patient Access Coordinator I

2 months ago

Augusta, Maine, United States Wellstar Health Systems Full time
Facility: Wellstar MCG Health, Inc.
Job Summary: This position serves as the initial point of contact for patients and visitors, ensuring a welcoming experience. Responsibilities include interviewing patients and/or their representatives to gather comprehensive demographic, financial, and insurance details necessary for billing and account management. The role involves conducting thorough screenings for Medicare, Medicaid, and managed care patients to verify pre-certification requirements and provider service eligibility prior to registration. It is essential to obtain all required customer consents and coordinate the collection of estimated patient liabilities, including co-payments and unmet deductibles. Additionally, verifying insurance benefits and coverage for both inpatients and outpatients is a key function. The position requires responding to customer inquiries and addressing questions related to various services and account information. Analyzing and resolving customer concerns using established protocols is also part of the role. Proficiency in using computer systems to access and update customer records, as well as verifying and posting transactions, is necessary. The position includes sorting and filing various documents and assisting with general hospital information and directions to departments within the facility. Establishing financial arrangements to mitigate financial risk for the organization is crucial, ensuring that services provided are reimbursed effectively.
Core Responsibilities and Essential Functions:
  • Quality/Safety: Manage requests for patient scheduling from physician offices, making necessary pre-admission arrangements while informing staff of unavailable dates. Conduct interviews to collect accurate demographic, financial, and insurance information, entering all data into the registration system. Ensure all necessary signatures are obtained and be knowledgeable about any special forms required by third-party payers. Read physician orders to determine requested procedures and instruct patients accordingly. Facilitate patient escorts to procedure areas and assigned rooms. Update patient account information as needed and document any non-routine circumstances with explanatory notes. Maintain knowledge of information system capabilities and perform required system applications. Uphold confidentiality of patient information in accordance with organizational policies and HIPAA regulations. Demonstrate effective organization of work, establishing appropriate priorities to complete tasks efficiently.
  • Customer Service: Greet all guests with a positive and professional demeanor. Safeguard patients' valuables in the hospital safe. Handle incoming phone calls and follow through on requests. Maintain courteous and cooperative relationships with management, patients, physicians, and the public. Exhibit the ability to manage difficult situations tactfully and present a professional image in alignment with departmental dress codes.
  • Budget/Financial: Attempt to collect estimated self-pay balances for all accounts at the earliest possible point. Monitor in-house accounts and negotiate financial arrangements with guarantors for payment prior to discharge or within ten working days. Complete financial evaluation forms to document guarantors' financial situations. Identify patients lacking adequate insurance coverage and make personal contact to assess their ability to pay non-covered charges, as well as potential eligibility for financial assistance programs. Maintain a list of healthcare financial assistance programs and their eligibility criteria. Work efficiently within designated time frames to ensure continuity of information and cash flow.
  • General: Adhere to work hours and provide proper notice of absences or schedule changes. Attend departmental meetings as requested and complete mandatory training as required. Perform other duties as assigned.
Required Minimum Education:
  • High School Diploma or GED; Associate's degree preferred.
Required Minimum License(s) and Certification(s): All certifications are required upon hire unless otherwise stated.Required Minimum Experience: At least 1 year in a healthcare or corporate work environment is required.Required Minimum Skills: Proficiency in computer/data entry, effective communication skills (both written and verbal), attention to detail, self-direction, and a positive attitude are essential. Strong problem-solving and critical thinking abilities are necessary. Familiarity with patient registration systems and intermediate skills in Microsoft Office Suite are preferred. Experience with Epic is advantageous. Completion of Patient Access Services (PAS) Operations Onboarding Training with a minimum passing score on the final exam within 45 days of hire is required. Staff who do not pass will have the option to meet with the Talent Acquisition Specialist to explore other available positions within the health system. Successful completion of the PAS onboarding exam may allow progression through enrollment in the WHS Enterprise Membership - HFMA Certification program, subject to leadership approval.