Northwestern Medical Center
Lead Patient Access Representative - ED Registration
Northwestern Medical Center - Hill Farm Estates, Vermont, United States
Work at Northwestern Medical Center
Overview
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Overview
NMC is currently recruiting a Lead Patient Access Representative, in Patient Access. The position is full-time (80 hours bi-weekly), generally 7a-3:00p including every other weekend. Northwestern Medical Center's mission is to provide exceptional health care to our community. Join our high reliability team! With "people" as one of our core values, valuing our employees is a top priority for Northwestern. We care about our employees, their families, and their overall health & well-being. We are proud to offer a generous benefits package, with recognized national carriers, designed to help our people stay healthy, balance work & life responsibilities, protect your assets & plan for a secure financial future.
Hiring Range $17.50 to $27.01 USD
Lead Patient Access Representative - Registration
JOB SUMMARY:
The Lead Patient Access Representative - Registration (LPAR) assists in the coordination of daily operations and staff members of assigned units within the department, under the direct supervision of the Patient Access Supervisor. The LPAR will be an operational point person for their assigned area, and will coordinate and maintain effective workflows and tools to support delivery of patient access services. The LPAR will act as a role model for established standards of job performance and behavior and will assist the Supervisor with team performance management. The LPAR participate in and help to lead quality assurance and process improvement activities. The LPAR will assist with communication within assigned units. The LPAR will perform all job functions of a Patient Access Representative - Registration.
PRE-REQUISITES:
Education:
High school diploma or equivalent required. Certified Healthcare Access Associate (CHAA) certification required within 2 years of hire. Completion of preceptor training course through Northwestern Medical Center required within 2 years of hire.
Experience:
Prior customer service experience preferred. Experience in medical office/hospital setting preferred, but not required. Prior patient access or revenue cycle experience preferred, but not required.
Other Skills:
Basic computer and typing skills required. Must be detail oriented, organized, be able to handle multiple tasks and responsibilities and prioritize appropriately, have basic math skills to collect money and make change, and have strong communication skills to communicate with people in a professional and tactful manner.
Certifications:
Certified Healthcare Access Associate (CHAA) certification required within 2 years of hire. Completion of preceptor training course through Northwestern Medical Center required within 2 years of hire.
RELATIONSHIPS:
Reports To:
Patient Access Supervisor
Supervises:
Other Contacts:
Providers and their staff, patients and their families, hospital staff, general public.
SCOPE:
Machinery or Equipment Used:
Computer and basic office equipment, multi-line phone system Switchboard
Physical Demands:
Manual dexterity and mobility including lifting, standing or sitting for long periods of time and occasional transport of patient in wheelchair
Working Conditions:
Fast paced with multiple phone lines, subject to interruptions. Stressful situations due to phone calls, inquiries and patient payment requests
Required Protective Equipment:
PPE as patient condition or situation dictates
ESSENTIAL FUNCTIONS:
Registration Functions
Collects pertinent demographic and financial information according to HIPAA guidelines. Registers and pre-registers ambulatory, outpatient, and inpatient visits for all locations. Appropriately documents registration and pre-registration activities. Ensure patient is directed to correct clinical area for service. Maintains high attention to detail by reviewing all work for completeness and accuracy in compliance with organizational quality assurance policies. Completes registrations to meet department accuracy and error resolution key performance indicator standards by maintaining >90% Final Accuracy and >70% Error Resolution within 0-1 year of hire. Maintains >98% Final Accuracy and >90% Error Resolution 1+ year of hire. Captures required necessary patient information and signatures from parent/guardian for minor patients. Ensures that patient/guardian signatures are obtained on consent forms, Notice of Privacy Practice, Package Price Agreements, ABN's, and other documents as appropriate. Always copies/scans both sides of insurance card and photo id. Verifies insurance eligibility and ensures pre-cert and/or authorization has been obtained as required. Explains insurance benefits to patient so that financial obligations are understood. For Medicare patients, completes the Medicare Secondary Payer Questionnaire (MSP) per CMS regulations, demonstrating the ability to determine primary/secondary insurance coverage based on the patient's responses to the questions. For Medicare patients, checks the medical necessity of expected services. Completes an Advance Beneficiary Notice (ABN) when CMS does not consider services medically necessary. Collects all pre-determined self-pay sums at time of registration. Demonstrates compliance with specified insurance requirements. Coordinates with other departments to achieve quality patient encounters. Assists patient/organization in meeting financial goals. Provides initial counseling to patients on NMC and other financial assistance programs, including local, state and federal programs. Provides appropriate paperwork and refers patients to Financial Counselors as needed. General Customer Service Functions
Hands out appropriate forms for completion by the patient. Accesses interpreter services when needed. Implements service recovery when needed, refers to Patient Access Supervisor as appropriate. Actively and independently assesses the waiting room for patient flow, requesting additional resources as needed. Reports issues to Coordinator/Supervisor as needed. Keeps patients in waiting room informed about wait times. Answers phones in a pleasant, professional manner within the expected timeframe. Uses scripting as directed. Utilizes problem solving and decision-making skills to respond appropriately to phone calls from patients, families, physicians, payors, lawyers, and/or other health care professionals. Appropriately takes messages as needed. Team Lead Functions
Provides daily support to patient access staff. Acts as a point of contact for team members for any day-to-day operational needs. Maintains expert level knowledge of day-to-day workflows, and patient access software systems to support staff. Utilizes 'unit' expertise to create and maintain standardized tools and reference materials to support consistent and reliable operations. Helps coordinate efforts to ensure all tools and reference materials are fully up to date. Maintain unit specific competency tools and orientation checklists. Maintains strong communication between team members within assigned units. Assist with lean daily management and learning board coordination, executing critical thinking exercises (such as root cause), and action planning under the direction of the Patient Access Supervisor and Manger. Assist Supervisor in monitoring and coordinating patient and call flow within unit to ensure smooth delivery of patient access services. This includes monitoring patient and call volumes, worklists, and other key functions of assigned unit(s) to ensure timely and effective completion. Assist Supervisor in supporting patient access personnel to meet or exceed all performance standards by acting as a role model for standards of job performance and behavioral performance. Provides feedback to Patient Access Supervisor regarding team member performance, and completes multi rater performance evaluations for team members as required. Participates in on call coverage to ensure patient access service requirements are met during off-shift hours. Meets Job Responsibilities of Patient Access Representative I Cross functional in at least one of the following Patient Access units. May be required to cross train in additional areas dependent on needs. Emergency Department Central Registration Switchboard Meets Job Responsibilities of Patient Access Representative - Registration II within 1 year of hire including: Fully cross functional a secondary Patient Access unit (works at least 12 shifts per year in secondary unit) OR routinely participates in any two of the following additional responsibilities: Pre-Registration Functions (min of 20 accounts per month) Lab Referral Follow Up List (min of 10 accounts per month) Member of "Add New Providers" team and builds new providers into the Meditech system Other Account Maintenance Worklist (worklist must be Manager approved) Reviews and/or creates at least 2 training and/or reference guides per year for completeness and accuracy within assigned unit (documents will be assigned by lead/supervisor). Completes 10 NMC Patient Access Approved Professional Development Contact Hours Per Year. Meets Job Responsibilities of Patient Access Representative III within 2 years of hire including: Participates as a mentor and preceptor as required. Expected to participate in process improvement to include a Patient Access Special Project, Committee, or Workgroup. Assist in collecting and analyzing data as required to support quality assurance and process improvement as required. Completes 15 NMC Patient Access Approved Professional Development Contact Hours Per Year. Completes 15 NMC Patient Access Approved Professional Development Contact Hours Per Year. Other Job Specific Duties
Coordinates issues/problems effectively with physician's office, physician or other hospital department management as needed for problem resolution. Coordinates issues/problems effectively with physician's office, physician or other hospital department management as needed for problem resolution. Utilizes department specific knowledge to ask appropriate follow up questions when information is unclear of vague. Maintain a clean workspace and waiting area. Manages self and resources effectively. Acknowledges limits of experience and capability. Identifies learning needs and seeks resources. Utilizes equipment, systems and supplies appropriately Maintain clean, orderly environment of care. Attends at least 50% of monthly staff meetings.
Other duties as assigned
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.
Hiring Range $17.50 to $27.01 USD
Lead Patient Access Representative - Registration
JOB SUMMARY:
The Lead Patient Access Representative - Registration (LPAR) assists in the coordination of daily operations and staff members of assigned units within the department, under the direct supervision of the Patient Access Supervisor. The LPAR will be an operational point person for their assigned area, and will coordinate and maintain effective workflows and tools to support delivery of patient access services. The LPAR will act as a role model for established standards of job performance and behavior and will assist the Supervisor with team performance management. The LPAR participate in and help to lead quality assurance and process improvement activities. The LPAR will assist with communication within assigned units. The LPAR will perform all job functions of a Patient Access Representative - Registration.
PRE-REQUISITES:
Education:
High school diploma or equivalent required. Certified Healthcare Access Associate (CHAA) certification required within 2 years of hire. Completion of preceptor training course through Northwestern Medical Center required within 2 years of hire.
Experience:
Prior customer service experience preferred. Experience in medical office/hospital setting preferred, but not required. Prior patient access or revenue cycle experience preferred, but not required.
Other Skills:
Basic computer and typing skills required. Must be detail oriented, organized, be able to handle multiple tasks and responsibilities and prioritize appropriately, have basic math skills to collect money and make change, and have strong communication skills to communicate with people in a professional and tactful manner.
Certifications:
Certified Healthcare Access Associate (CHAA) certification required within 2 years of hire. Completion of preceptor training course through Northwestern Medical Center required within 2 years of hire.
RELATIONSHIPS:
Reports To:
Patient Access Supervisor
Supervises:
Other Contacts:
Providers and their staff, patients and their families, hospital staff, general public.
SCOPE:
Machinery or Equipment Used:
Computer and basic office equipment, multi-line phone system Switchboard
Physical Demands:
Manual dexterity and mobility including lifting, standing or sitting for long periods of time and occasional transport of patient in wheelchair
Working Conditions:
Fast paced with multiple phone lines, subject to interruptions. Stressful situations due to phone calls, inquiries and patient payment requests
Required Protective Equipment:
PPE as patient condition or situation dictates
ESSENTIAL FUNCTIONS:
Registration Functions
Collects pertinent demographic and financial information according to HIPAA guidelines. Registers and pre-registers ambulatory, outpatient, and inpatient visits for all locations. Appropriately documents registration and pre-registration activities. Ensure patient is directed to correct clinical area for service. Maintains high attention to detail by reviewing all work for completeness and accuracy in compliance with organizational quality assurance policies. Completes registrations to meet department accuracy and error resolution key performance indicator standards by maintaining >90% Final Accuracy and >70% Error Resolution within 0-1 year of hire. Maintains >98% Final Accuracy and >90% Error Resolution 1+ year of hire. Captures required necessary patient information and signatures from parent/guardian for minor patients. Ensures that patient/guardian signatures are obtained on consent forms, Notice of Privacy Practice, Package Price Agreements, ABN's, and other documents as appropriate. Always copies/scans both sides of insurance card and photo id. Verifies insurance eligibility and ensures pre-cert and/or authorization has been obtained as required. Explains insurance benefits to patient so that financial obligations are understood. For Medicare patients, completes the Medicare Secondary Payer Questionnaire (MSP) per CMS regulations, demonstrating the ability to determine primary/secondary insurance coverage based on the patient's responses to the questions. For Medicare patients, checks the medical necessity of expected services. Completes an Advance Beneficiary Notice (ABN) when CMS does not consider services medically necessary. Collects all pre-determined self-pay sums at time of registration. Demonstrates compliance with specified insurance requirements. Coordinates with other departments to achieve quality patient encounters. Assists patient/organization in meeting financial goals. Provides initial counseling to patients on NMC and other financial assistance programs, including local, state and federal programs. Provides appropriate paperwork and refers patients to Financial Counselors as needed. General Customer Service Functions
Hands out appropriate forms for completion by the patient. Accesses interpreter services when needed. Implements service recovery when needed, refers to Patient Access Supervisor as appropriate. Actively and independently assesses the waiting room for patient flow, requesting additional resources as needed. Reports issues to Coordinator/Supervisor as needed. Keeps patients in waiting room informed about wait times. Answers phones in a pleasant, professional manner within the expected timeframe. Uses scripting as directed. Utilizes problem solving and decision-making skills to respond appropriately to phone calls from patients, families, physicians, payors, lawyers, and/or other health care professionals. Appropriately takes messages as needed. Team Lead Functions
Provides daily support to patient access staff. Acts as a point of contact for team members for any day-to-day operational needs. Maintains expert level knowledge of day-to-day workflows, and patient access software systems to support staff. Utilizes 'unit' expertise to create and maintain standardized tools and reference materials to support consistent and reliable operations. Helps coordinate efforts to ensure all tools and reference materials are fully up to date. Maintain unit specific competency tools and orientation checklists. Maintains strong communication between team members within assigned units. Assist with lean daily management and learning board coordination, executing critical thinking exercises (such as root cause), and action planning under the direction of the Patient Access Supervisor and Manger. Assist Supervisor in monitoring and coordinating patient and call flow within unit to ensure smooth delivery of patient access services. This includes monitoring patient and call volumes, worklists, and other key functions of assigned unit(s) to ensure timely and effective completion. Assist Supervisor in supporting patient access personnel to meet or exceed all performance standards by acting as a role model for standards of job performance and behavioral performance. Provides feedback to Patient Access Supervisor regarding team member performance, and completes multi rater performance evaluations for team members as required. Participates in on call coverage to ensure patient access service requirements are met during off-shift hours. Meets Job Responsibilities of Patient Access Representative I Cross functional in at least one of the following Patient Access units. May be required to cross train in additional areas dependent on needs. Emergency Department Central Registration Switchboard Meets Job Responsibilities of Patient Access Representative - Registration II within 1 year of hire including: Fully cross functional a secondary Patient Access unit (works at least 12 shifts per year in secondary unit) OR routinely participates in any two of the following additional responsibilities: Pre-Registration Functions (min of 20 accounts per month) Lab Referral Follow Up List (min of 10 accounts per month) Member of "Add New Providers" team and builds new providers into the Meditech system Other Account Maintenance Worklist (worklist must be Manager approved) Reviews and/or creates at least 2 training and/or reference guides per year for completeness and accuracy within assigned unit (documents will be assigned by lead/supervisor). Completes 10 NMC Patient Access Approved Professional Development Contact Hours Per Year. Meets Job Responsibilities of Patient Access Representative III within 2 years of hire including: Participates as a mentor and preceptor as required. Expected to participate in process improvement to include a Patient Access Special Project, Committee, or Workgroup. Assist in collecting and analyzing data as required to support quality assurance and process improvement as required. Completes 15 NMC Patient Access Approved Professional Development Contact Hours Per Year. Completes 15 NMC Patient Access Approved Professional Development Contact Hours Per Year. Other Job Specific Duties
Coordinates issues/problems effectively with physician's office, physician or other hospital department management as needed for problem resolution. Coordinates issues/problems effectively with physician's office, physician or other hospital department management as needed for problem resolution. Utilizes department specific knowledge to ask appropriate follow up questions when information is unclear of vague. Maintain a clean workspace and waiting area. Manages self and resources effectively. Acknowledges limits of experience and capability. Identifies learning needs and seeks resources. Utilizes equipment, systems and supplies appropriately Maintain clean, orderly environment of care. Attends at least 50% of monthly staff meetings.
Other duties as assigned
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.