Patient Access Representative​/Evenings

Patient Access Representative (Full Time/Evenings)

Job Category
:
Clerical

Requisition Number
: PATIE
002716

Apply now

As the first point of contact for patients and visitors to Pipeline Health’s facilities, the Patient Access Representative (PAR) guides patients through the admissions process, conducts eligibility screening, and prepares patient information for clinical departments. The PAR obtains demographic, insurance, and financial information, explains required forms, and obtains necessary signatures. Verifies insurance eligibility and benefits and ensures all notifications and authorizations are completed within required time frames.

Collects and posts payments in the computer system and generates a payment receipt. Contributes to department operations and communications, and upholds the mission, vision, and values of Pipeline Health, adhering to AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you) patient communication.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

• Greet patients, visitors, and caregivers upon arrival.
• Collect patient information, including demographic data, insurance information, and medical history.
• Verify patient insurance eligibility and benefits.
• Respond to patient and caregivers’ inquiries in a compassionate and respectful manner.
• Collect copayments and other payments from patients.
• Identify outstanding balances from patient visits and collect amounts due.
• Update patient records and files.
• Answer telephones and direct calls to appropriate staff and departments.
• Provide information such as directions, visiting hours, or patient status information.
• Receive and route messages or documents, such as laboratory results, to appropriate staff.
• Transmit correspondence or medical records by mail, e-mail, or fax.
• Use clear, concise, professional communication with coworkers, patients, and all customers internal and external.
• Use AIDET in interactions with patients and family members.
• Act with a sense of urgency when performing tasks.
• Maintain department organization and keep files, drawers, and cabinets free from unnecessary clutter.
• Report equipment or environmental issues for repair.
• Abide by HIPAA regulations.
• Speak up to stop the line and escalate potential safety events if necessary.
• Complete and attend monthly training as assigned.
• May float to other areas of the hospital as needed.
• Other duties as assigned.

• Treat everyone as a customer; use scripting and tools to ensure consistent customer service; express recognition and appreciation; apply AIDET principles; respond quickly to requests, complaints, and questions; maintain a positive attitude.
• Demonstrate professionalism, passion, and care when interacting with patients, families, physicians, and hospital staff.
• Promote equity in patient care delivery, education, and research to support opportunities for all to thrive.

• Understanding of insurance policies and procedures.
• Bi-lingual in English and Spanish preferred; ability to speak and interact in Spanish as needed.
• Working knowledge of medical terminology.
• Wear nametag properly; follow dress code; answer phones promptly; meet deadlines; act ethically and respectfully; establish effective relationships with customers and co-workers.
• Attend staff meetings; follow HIPAA guidelines; follow patient rights policy; comply with the compliance program; demonstrate knowledge of disaster procedures and emergency codes; use standard precautions; maintain the environment of care with knowledge of Life Safety, Utilities, Hazardous Materials, Emergency Preparedness, Safety, Medical Equipment, and Security programs.

• At least one (1) year of experience in customer service.
• At least one (1) year of experience in a healthcare setting preferred.
• Adaptable to changing work schedules and patient needs.
• Ability to read, write, and comprehend medical terminology.
• Prior experience collecting financial payments and understanding insurance is a plus.
• Strong critical thinking, service excellence, interpersonal skills, and PC skills.
• Ability to learn, synthesize, make critical judgments, work independently, place patients and families first, and collaborate with team members.

Required

AHA BLS Basic Life Support

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.