Patient Access Representative Call Center

Overview

The Patient Access Representative assists patients, clinic staff or other clinical staff to schedule, pre-register, register for all services at Adena Health System. The role uses established interviewing techniques to gather information in person, via EPIC, or by phone. Information gathered includes demographic data, insurance, financial information, and facilitates correct precertification/authorization and other information required for billing and collecting patient accounts.

The position uses electronic tools to ensure the patient's insurance coverage is active and may run an estimate on each patient at each visit or when pre-registering by phone. Required signatures and documents are obtained at the time of registration and scanned into document imaging. The role enters diagnoses, tests, and checks orders for completeness and medical necessity. It interacts with clinicians in the ER, outpatient, and clinics to ensure patient care is delivered in a timely manner.

The Patient Access Representative must be self-driven, able to multi-task and prioritize work, and possess strong communication skills to work effectively with others. This position is team oriented and contributes to achieving department goals. In addition, Patient Access Representatives at AGMC answer all incoming calls on the hospital switchboard and transfer as appropriate. The caregiver in this role should be comfortable collecting at time of service copays and deductibles, etc.

• Use established interviewing techniques to gather information in person, by accessing EPIC or by phone.
• Collect demographic, insurance, and financial information for billing and collection purposes.
• Obtain required signatures and documents at registration and scan into document imaging.
• Enter diagnoses, tests, and orders for completeness and medical necessity.
• Interact with clinicians in the ER, outpatient and clinics to ensure timely patient care.
• Run insurance eligibility checks and ensure active coverage.
• Provide patient estimates for each visit or when pre-registering over the phone.
• Assist with collecting at time of service, including copays and deductibles.
• Answer incoming calls on the hospital switchboard and transfer as appropriate when applicable.

• Required Educational Degree: Completed 3 years of high school;
  High School Diploma or GED
• Preferred Education: Business or Healthcare education desired
• Required Experience: 0-2 years hospital clerical, general clerical or customer service related position;
  Must be able to type 40 words per minute
• Preferred Experience: Other healthcare, hospital or physician experience

• Paid Time Off
• Retirement Plan
• Medical Insurance
• Tuition Reimbursement
• Work-Life Balance

Adena Health is an independent, not-for-profit and locally governed health organization that has been “called to serve our communities” for more than 125 years. With hospitals in Chillicothe, Greenfield, Washington Court House, and Waverly, Adena serves more than 400,000 residents in south central and southern Ohio through its network of more than 40 locations, composed of 4,500 employees – including more than 200 physician partners and 150 advanced practice provider partners – regional health centers, emergency and urgent care, and primary and specialty care practices.

A regional economic catalyst, Adena’s specialty services include orthopedics and sports medicine, heart and vascular care, pediatric and women’s health, oncology services, and various other specialties. Adena Health is made up of 341 beds, including 266-bed Adena Regional Medical Center in Chillicothe and three 25-bed critical access hospitals—Adena Fayette Medical Center in Washington Court House;
Adena Greenfield Medical Center in Greenfield; and Adena Pike Medical Center in Waverly.