NI-Patient Access Rep Hospital

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Effective Date:

5/23/2024

Entity:

Illinois

Job Code:

NI-4460AC

Job Title:

NI-Patient Access Rep Hospital

Exemption Status:

Non-Exempt

JOB SUMMARY

Under the general direction of the Patient Access Supervisor, the Patient Access Representative-Hospital enters and verifies demographic and insurance information, identifies and collects patient financial obligations, and registers or admits the patient. This position will be crossed trained to register ambulatory, emergency department, and admitted patients, as well as complete notification of admissions to insurance companies, coordinate preadmissions, and ensure proper admissions documentation relative to diagnosis, attending provider, service assignment.

The individual is ultimately responsible for assisting patients and families via phone, at the bedside for inpatients, in the emergency department, or in clinics, and works closely with clinic and business office representatives, providers, and inpatient units. This position is customer service driven and the individual must have the ability to effectively promote a positive patient and family experience, exhibit empathy, engage in compassionate collections, and demonstrate strong communication skills.

MAJOR RESPONSIBILITIES

•

Obtain and verify patient identity, demographic and registration information; effectively communicate the purpose for and the requirements of all required patient documents. Must be able to complete and understand the differences between registrations in the ambulatory, inpatient, or Emergency Department setting.

•

Bedside follow-up with patients where all necessary information was not obtained at admission, obtain inpatient signatures and complete forms including accident reports for lien preparation and financial statements if needed.

•

Change preadmission requests and perform cancellations, when necessary, to assure accuracy of records. Assign the preadmission unit for scheduled admissions.

•

"Arrive" patients: Clinic outpatients and ancillary appointments for both scheduled and walk-in patients.

•

Complete financial registration responsibilities including but not limited to creating guarantor accounts, interpreting eligibility requirements, collecting document signatures, insurance card scanning, taking patient photos, collecting patient payments, and creating financial estimates.

•

Counsel patients on prior authorization, referral requirements, insurance networks, covered services, and financial responsibility forms.

•

Promote registration/arrival kiosks to patients and assist them with their use.

•

Process discharge and readmission requests for patients transferring between the rehab or psychiatric units and medical units. These requests must be processed real time to prevent delays in patient care.

•

Work closely with the Operating Room staff and expedite any requests for changes to admissions, patient class, or attending information.

•

Complete notifications of urgent admissions to ensure payor contractual requirements are met.

•

Provide patients with information on the financial assistance policy and application process, explaining alternatives and routing patients without clearance to Financial Counseling.

•

Complete the health screening questions with patients and visitors.

•

Support co-workers and engage in positive interactions.

•

Communicate professionally and timely with internal and external customers.

•

Demonstrate friendliness by smiling and making eye contact when greeting all customers.

•

Provide helpful assistance in anticipating and responding to the needs of our customers.

•

Collaborate with customers in planning and decision making to result in optimal solutions.

•

Ability to stay calm under pressure and deal effectively with difficult situations.

ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS.

X

Non-Clinical

JOB REQUIREMENTS

High School Diploma

or equivalent.

Required

Associate's Degree

in Business, Finance. Health Information Management or related field.

Preferred

1 year

of experience in a customer service-related field.

Required

1 year

of experience in a healthcare, call center, business, financial or insurance related field.

Preferred

Experience in providing a high level of customer service.

Required

Experience operating office machines such as personal computers, fax machines, photocopier, and document scanners.

Required

•

Ability to work in a busy, loud, and demanding environment.

•

Must have a strong understanding of EMTALA rules.

•

Must independently recognize and evaluate situations for the level of urgency.

•

Strong emotional intelligence and empathy.

•

Excellent written and oral communication skills.

•

Maintains effective and cooperative working relationships with co-workers, leaders, clinical staff and the general public.

•

Must be detail oriented and accurate.

•

Ability to multi-task and prioritize tasks.

•

Displays an aptitude and willingness to learn new responsibilities.

•

Willingly accepts feedback.

•

Flexible and innovative.

•

Ability to problem-solve and work independently.

•

Displays a professional appearance.

•

Dependable and reliable in achieving goals.

•

Familiarity with medical terminology and abbreviations.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

Standing

X

Walking

X

Climbing

X

Bending

X

Crouching

X

Pushing / Pulling

X

Carry

X

Fine Hand / Eye Coordination

X

Color Discrimination

X

Hearing Ability

X

Lifting / Lowering 1 -15 lbs.

X

15 - 30 lbs.

X

30 - 50 lbs.

X

Over 50 lbs.

UW Health does not require, nor does it expect that its employees lift more than 50 lbs unassisted. Objects in excess of 50 lbs should be lifted or moved with mechanical means or through a team lift. Employees in patient care areas are expected to utilize mechanical lifts and adhere to the "Use of Mechanical Lifts (Liko)" policy in the Patient Services Policy and Procedure Manual.

Concentration on Detail

X

Attention Span of 1 + Hours on a Task

X

Ability to Remember Multiple Tasks

X

Oral Communication

X

Written Communication

X

Exposure to Blood and Body Fluids

X

Exposure to Toxins, Cytotoxins, Poisons

X

Exposure to Extreme Heat, Cold, Temp Fluctuations

X

Exposure to Hazardous Chemicals

X

Exposure to Radiation

X

Other - Working with patients in crisis who may be volatile and potentially violent.

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.