Patient Access Representative

POSITION SUMMARY:

The Patient Access Representative (PAR) serves as the first point of contact for patients of MHSI via phone and in person. This position supports MHSI's mission to provide accessible quality health care services by promptly answering patient calls and greeting in person patients with a smile, and scheduling/rescheduling patient appointments. PARs are also responsible for obtaining required forms, demographic/insurance information, and collecting/posting patient payments. They are continually looking for new and better ways to assist their patients and strive to provide excellent customer service.

ESSENTIAL FUNCTIONS:

To perform this job successfully an individual must be able to perform each essential function satisfactorily.

* Excellent customer service: Greets all patients and team members with a positive attitude and demeanor. Addresses patient needs to ensure they have a superior experience. Displays empathy, actively listens, and communicates clearly and effectively.

* Call management: Displays a natural ability for customer service, good listening skills, effective communication skills, and an enthusiastic attitude. Displays excellent critical thinking and problem-solving skills.

* Appointment scheduling: Collects all required information including a clear and concise reason for the appointment. Utilizes provider templates appropriately and offers patients first available appointments.

* Department schedule management: Reviewing provider schedules daily to reschedule no showed and canceled appointments. Reconciling the schedules throughout the day. Work with clinical staff on provider schedule additions and/or changes/cancelations.

* Accurate patient demographics: Collects and verifies patient/guarantor demographic information including name, date of birth, social security number, gender, race/ethnicity, address, phone number, emergency contact, and income. This includes scanning the patient's ID and/or any other documentation provided by the patient.

* Insurance verification: Accurate insurance and subscriber information is obtained when scheduling patient appointments. Insurance verification completed utilizing E-verification and/or payor portals.

* Sliding Fee Discount Program: Offers sliding fee program to all patients regardless of their income or insurance status. Collects applications with supporting documentation, reviews for completeness, and scans completed application packets into EHR.

* Payment collection: Collection of copays, deductibles, prepayments, and previous balances. Refers patients to the Financial Advocate to discuss payment plan/financial hardship options.

* HIPPA and OSHA compliance always promotes a safe work environment.

* Perform other duties as assigned.

* Patient registration flow must adhere to the following standards: not to exceed 5 minutes for established patient appointments; not to exceed 7 minutes for established patient walk-in appointments; not to exceed 15 minutes for new patients.

* Pre-registration occurs at time of scheduling 100% of the time.

* Insurance verification completed 100%, not less than 97%, of the time utilizing E-verification and/or payor portals at least 1 business day prior to the scheduled appointment.

* Strive to achieve 100% (not below 75%) collections of all co-pays, co-insurance, and self-pay amounts by utilizing respectful and ethical collection practices.

* No more than 5% of contacts added to patient WQ.

* Strive to achieve 100% (not below 95%) of patients being checked in utilizing MHSI's established workflows. This is measured on the productivity score card under percentage of workflows without warnings.

* Strive to achieve 100% (not below 97%) of Medicare Secondary Payor Questionnaires (MSPQ) as established in the registration flow.

* Sliding fee applications obtained by PARs must have all supporting documents and signature of guarantor. Applications will be audited on a quarterly basis and must have a compliance rate of not less than 95%.

* Education: High School degree or GED required.

* Experience: 2-4 years of demonstrated ability in customer service capacity. Epic experience preferred. Demonstrated knowledge and experience regarding healthcare insurance.

* Expertise: Ability to multitask within team settings. Strong analytical skills. Comfortable in an environment with changing prioritizes and time pressures. Ability to perform basic mathematical calculations.

* Language: Comprehend and use basic language either written or spoken to communicate information and ideals.

* Hours of Work: May vary based on Organizational need.

* Travel: Between sites, may vary based on Organizational need.