Patient Access Representative

Overview

Pillar Health, a Division of Kenosha Community Health Center is hiring a Patient Access Representative I to work its 22nd Avenue location.

The Patient Access Representative I (PAR I) provides exceptional patient care by creating a phenomenal patient service experience for each visit. The PAR I works with practitioners, assistive clinical staff, other administrative staff, and leadership to create a welcoming, caring, and healing environment. The PAR I is responsible for listening to, understanding, and resolving patients’ needs within the scope of this job description.

The PAR I is primarily responsible for scheduling, rescheduling, or cancellations of patient appointments according to scheduling guidelines and company policies.

• The list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.
• CORPORATE VALUES:
  Maintain patient confidentiality and function within HIPAA guidelines.
• Function effectively while handling multiple tasks and assignments; concentrate on details amid interruptions.
• Review all company messaging systems at the beginning and end of every shift.
• Welcome and orient new patients to the facility.
• Connect patients to wrap-around services (e.g., ADRC, Badger Care,(Use the "Apply for this Job" box below). medication assistance).
• Coordinate patient transportation assistance.
• Interact with all patients in a professional and courteous manner.
• Direct all incoming calls to appropriate staff.
• Other duties as assigned.

• Verify and update patient demographic information.
• Verify and update patient insurance information and select the appropriate guarantor per service line during check-in.
• Initiate new patient full registration process.
• Record patient demographics in EHR to satisfy Universal Data Set (UDS) requirements.
• Coordinate handoff to Intake Registered Nurse.

• Ability to take accurate, detailed messages and send them to the appropriate person via the EHR.
• Identify triage situations in patients using red flag terminology during interaction.
• Work with nursing staff to schedule urgent visits.
• Schedule and reschedule patient appointments according to scheduling guidelines.
• Ensure confirmation of all scheduled appointments via Care Messaging platform, MyChart, or directly with the patient.
• Verify changes to insurance benefits prior to scheduling or during confirmation.
• Understand and implement schedule templates.
• Review the Reschedule, Follow-Up, and Waitlist lists in the EHR and schedule appointments accordingly.
• Communicate with the care team regarding same-day appointments or changes in scheduling.

• Inform patients of balances owed in a professional and courteous manner.
• Collect payment for services provided.
• Inform patients and obtain acknowledgment of consent for treatment, clinic, and appointment policy adherence, patient and payment responsibilities.
• Collect and/or verify photo identification of patient and guardian where applicable.
• Check-in patients via the EHR for scheduled services or walk-ins.
• Collect payment at the time of service, including copays and/or outstanding balances, according to payment policy.
• Review patient paperwork for accuracy and follow up for missing information.
• Scan completed paperwork to patient chart in the EHR.
• Print and reconcile the end-of-day batch report with on-hand cash, attest to the reconciled batch report, and deposit it in the drop box.
• Ensure patients have a documented guardian or case worker present when appropriate.

Education and/or Experience
High School Diploma/GED required. Six to twelve months of related experience preferred. Customer Service experience in a clinical setting preferred. Prior experience with using an Electronic Health Record is preferred.

Language Skills
Ability to read and comprehend instructions from your manager. Ability to effectively communicate with patients and employees from the organization. Ability to communicate in Spanish (oral and written) preferred.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to perform the primary…