Patient Access Associate II

Patient Access

This salary range may be inclusive of several career levels at Valley Medical Center and will be narrowed during the interview process based on several factors, including (but not limited to) the candidate's experience, qualifications, location, and internal equity.

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE: Patient Access Associate II

JOB OVERVIEW: The Patient Access Associate II position is responsible for scheduling services in four or more hospital services and specialties supported by their department using inbound and outbound call handling and MyChart requests.

AREA OF ASSIGNMENT: Patient Access

HOURS OF WORK: As assigned

RESPONSIBLE TO: Manager, Patient Access

PREREQUISITES:

High School Graduate or equivalent (G. E. D. ) required.

Minimum 1 year front office experience in a physician office or hospital access department; scheduling, registering, using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.

Demonstrates basic skills in keyboarding (35 wpm).

Computer experience in a windows-based environment.

Excellent communication skills including verbal, written, and listening.

Excellent customer service skills.

Knowledge of medical terminology and abbreviations. Ability to spell and understand commonly used terms, preferred.

QUALIFICATIONS:

Ability to function effectively and interact positively with patients, peers and providers at all times.

Ability to access, analyze, apply and adhere to departmental protocols, policies and guidelines.

Ability to provide verbal and written instructions.

Demonstrates understanding and adherence to compliance standards.

Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff:

Ability to communicate effectively in verbal and written form.

Ability to actively listen to callers, analyze their needs and determine the appropriate action based on the customer's needs.

Ability to maintain a calm and professional demeanor during every interaction.

Ability to interact tactfully and show empathy.

Ability to communicate and work effectively with the physical and emotional development of all age groups.

Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line.

Ability to document per procedural template requirements, gather pertinent information and enter data into computer while talking with callers.

Ability to utilize third party payer/insurance portals to identify insurance coverage and eligibility; detailed knowledge of insurance providers, their portals and their expectations for authorization approval for referral services/appointments.

Ability to function effectively in an environment where it is necessary to perform several tasks simultaneously, and where interruptions are frequent

Ability to organize and prioritize work.

Ability to multitask while successfully utilizing varying computer tools and software packages, including:

Utilize multiple monitors in facilitation of workflow management.

Scanning and electronic faxing capabilities

Electronic Medical Records

Telephone software systems

Microsoft Office Programs

Ability to successfully navigate and utilize the Microsoft office suite programs.

Ability to work in a fast-paced environment while handling a high volume of inbound calls.

Ability to meet or exceed department performance standards for Registration Quality, Productivity and Collections.

Ability to speak, spell and utilize appropriate grammar and sentence structure.

UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT AND WORKING CONDITIONS:

Must be able to stand or sit for extended periods. Must be able to withstand the repetitive motion of keyboarding for extended periods of time. Must be able to lift supplies and/or other documents up to 10 lbs. Must be able to push patients in wheelchairs from the admitting department to the patient care area.

PERFORMANCE RESPONSIBILITIES:

Generic Job Functions: See Generic for Administrative Partner.

Essential Responsibilities and Competencies:

The responsibilities outlined in the Patient Access Associate I job description.

Responsible for scheduling, registration and insurance verification for services supported by their department, this includes:

Scheduling services for more than 4 hospital and clinic services supported by department.

Confirms referrals received for services are complete and accurate.

Uses EPIC to gather necessary scheduling information such as patient acuity using snap board to view scheduling regimens, referral and patient WQ's or ancillary orders to ensure timely throughput.

Proficient in complex scheduling; requiring coordination of multiple resources external to EPIC; i. e. ensuring pre-requisites are completed (such as labs, films and medical history), appropriate clinical resources are available.

Coordinates requests for additional information from referring offices as required for complete and accurate scheduling and reimbursement.

Confirms services provided at Valley will be covered by patient's insurance and if we are out of network, informs patient benefit limitations.

Generates patient estimates and follows Point of Service Collection (POS) Guidelines to determine patient liability on or before time of service. Accepts payment on accounts with Patient Financial Responsibility (PFR) as well as any outstanding balances, documents information in HIS and provides a receipt for the amount paid.

Prior to services, confirms the account meets financial clearance criteria, if unable to financially clear the account, refers to FA or management for assistance.

Completes the MyChart Scheduling process for appointment requests and direct scheduled appointments.

Utilizes patient and referral WQ's to ensure accounts are actively worked and documentation is complete

Schedules per department protocols

Responsible for organizing and prioritizing work as outlined in department standard workflows.

Meet defined targets for productivity, POS collections and financial clearance.

Receives, distributes, and responds to mail for work area, including checking referral WQ's, Aspect, Epic In - Basket and faxes according to department standards.

Monitor office supplies and equipment, keeping person responsible for ordering updated.

Other duties as assigned.

Updated: 3/1/21

Grade: OPEIUJ

FLSA: NE

CC: 8561

Job Qualifications:

PREREQUISITES:

* High School Graduate or equivalent (G. E. D. ) required.

* Minimum 1 year front office experience in a physician office or hospital access department; scheduling, registering, using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.

* Demon.