Patient Access Representative

• Excellent customer service: Greets all patients and team members with a positive attitude and demeanor. Addresses patient needs to ensure 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 the first available appointment.
• Department schedule management: Review provider schedules daily to reschedule no-shows and canceled appointments. Conciliate 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: This program offers a sliding fee to all patients regardless of their income or insurance status. The team collects applications with supporting documentation, reviews them for completeness, and scans completed application packets into the 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.

Monthly Patient Access Goals

• 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, and not to exceed 15 minutes for new patients.
• Pre-registration occurs at the 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 one business day before 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 scorecard under the 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 the guarantor's signature. Applications will be audited quarterly and must have a compliance rate of at least 95%.

• Education: A high school degree or GED is 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 priorities and time pressures. Ability to perform basic mathematical calculations.
• Comprehend and use primary 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.
• Experience: 2-4 working in a Behavioral Department.