Job Overview

Employment Type:

Full time

Shift:

Description:

12 hour shifts 6:00 PM - 6:30 AM

POSITION PURPOSE:

The Patient Access Representative greets patients/family members and obtains and/or verifies demographic, clinical, financial and insurance information in the process of registering patients for service delivery, including the entry of patient/guarantor information in the patient accounting system, collection of patient signatures on all appropriate forms and the imaging/copying of registration documents.  Obtains and processes signed physician orders, conducts online insurance eligibility/benefit verification on designated cases, notifies patient/guarantor and collects patient liabilities, and refers appropriate cases to financial counseling for follow-up and consultation.  May provide escort and directional support to patients, family members and visitors.

Details:

Your best life. Our one purpose.

At MercyOne, we own our actions to achieve our larger goals. We invest in great people and ask that you make each experience your responsibility.

What we offer:

We care about your well-being, both physical and mental, which is why our benefit package includes:

• Wellness programs
• Education reimbursement
• Personalized health insurance plans including dental and vision
• Paid time off
• Long- and short-term leave
• Retirement planning
• Life insurance coverage

What you will do:

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.  
• When assigned to work the reception desk, the position incumbent greets patients, family members and visitors in an appropriate and courteous manner, determining their need for assistance including directions, validation of parking tickets and escort or transport.  Utilizes judgment in the initial screening of the patient.  May adjust the sequence of registration/transportation based upon departmental guidelines and/or personal judgment when the health of the patient is in question.  Determines the type of service the patient is to receive by reviewing physician orders, the alphabetical patient schedule and/or by questioning the patient.  Refers the patient to the appropriate scheduling and/or ancillary department for follow-up and action if an outpatient test must be scheduled.  Will assign other staff/volunteers to patients to ensure that registrations/transportation functions are performed in a timely manner in order to avoid patient waiting periods.
• May provide wheelchair assistance for those who require it or obtain immediate clinical support.  Escorts or transports patients and their belongings to there designated areas--ancillary departments, outpatient areas and nursing units, as warranted.  Assists in the distribution of registration forms, ID bracelets, patient ID plates and other items.
• Performs activities that relate to registration in a variety of settings/locations and for multiple patient types (Inpatient Admissions, Outpatient Observation and Bedded Outpatients, Diagnostic Outpatients, Ambulatory Surgery, Emergency Department Registrations, Series accounts, Lab Specimens, etc.), dissemination of patient information.  Will be cross-trained to perform registration/intake functions for the above noted patient types.  Responsible for validating/obtaining and entering demographic, clinical, financial, and insurance information into the patient accounting system by interviewing the patient, family member and/or guarantor. Must obtain information in a variety of situations and in a professional, accurate, efficient, and courteous manner to ensure good patient relations and a smooth billing process.
• Informs patient/guarantor of their liabilities and collects appropriate patient liabilities, including co-payments, co-insurances, deductibles, deposits and outstanding balances at the point of check-in.  Provides financial education, referring the patient to financial counseling, as required.  In the collection of funds, documents payments/actions in the patient accounting system and provides the patient with a payment receipt.  
• Validates medical necessity (LMRP/LCD review) of Medicare and Non-Medicare cases to ensure clinical and financial clearance.  Contacts scheduling and/or ancillary department staff for clarification, if cases require clarification of diagnosis and/or test(s)/procedure(s).
• Obtains signed physician orders for all tests and procedures from physicians/offices for testing and procedures.  Scans orders and other documentation (ID cards, Insurance cards, etc.) into the patient accounting system.   
• Prepares identification bracelets and patient ID labels/plates for Inpatients and selected Outpatients.  May assist the patient in processing required insurance forms and obtains/scans patient/guarantor signatures on required forms (consent to treatment, assignment of benefits, release of information, waivers, ABNs, advance directives, etc.).  May audit & record the patient's valuables, securing appropriate authorizations, if needed.  Disseminates patient information, including patient guidebooks and other required documents.
• May perform pre-registration functions on select patients by obtaining and entering information gained through patient contacts.  During pre-registration calls, provides information regarding directions, parking, transportation service, overnight accommodations, etc.
• May perform cross-functional duties, including but not limited, to patient placement.  While performing reservation duties, the position is primarily responsible for making bed assignments and transfers, providing functional guidance as necessary and scheduling patients to be admitted.
• Provides information, directions, transportation, and assistance to patients, family members and visitors, ensuring timely, customer-centric service delivery in an effective and efficient manner.  Communicates with various ancillary departments to ensure smooth patient flow and high data integrity. 
• Prepares special reports as directed by the Director to document utilization of the Patient Access department's services and patient flow (e.g., patient waiting time study, etc.). 
• May serve as relief support, if the work schedule or workload demands assistance to departmental personnel.  May also be chosen to serve as a resource to train new employees.  Cross-training in various functions is expected to assist in the smooth delivery of departmental services. 
• Other duties as needed and assigned by the Director.
• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
• Must be able to set and organize own work priorities, and adapt to them as they change frequently.  Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.  Excellent problem solving skills are essential. 
• Requires quick assessment and judgment of dynamic situations.
• This position requires the ability to comprehend and retain information that can be applied to work procedures to achieve appropriate service delivery.  
• The greatest challenges are ascertaining the informational, escort and transport needs of the patients and visitors to the Ministry Organization, ensuring timely registration/transportation service, accurately obtaining and processing patient registration and billing information, and promoting a pleasant and friendly environment for the great variety of persons coming to the Ministry Organization.  The position must have a thorough knowledge of various insurance documentation requirements, the patient accounting system, and various data entry codes to ensure proper service documentation and billing of the patient's account, from information obtained from the patient/family. 
• Completion of regulatory/mandatory certifications and skills validation competencies preferred.
• Must possess the ability to comply with Trinity Health policies and procedures.
• Must thoroughly understand HIPAA confidentiality regulations.
• Assisting nurses
• Assist patients in and out of vehicle when CNA/Nurse is not available.
• Provide patients the items needed for urine samples and collecting for nurse.
• Assisting patients to their room by wheelchair and getting them settled in ER bed, getting them warm blankets, etc.
• Clean rooms and make beds when nurse/CNAs are unable.
• Handle stressful situations because of the long wait times for patients to be taken to room
• First point in triage when patient presents to the emergency room, access symptoms to determine whether patients needs to be brought back to ER immediately.
• Fax demographic Facesheets to specific Ambulance Services
• 24 hours/7 days a week department that needs coverage at all times.
• Weekends and holidays are rotated.
• Be able to recognize signs and symptoms of heart attack, stroke, etc.
• Be able to understand the severity of a patient problems.
• Dealing with combative, threatening patients.
• Be able to prioritize our workflow when the ER is being overwhelmed with patients.
• Must attend disaster drills.
• 3rd shift gets heights and weights on people under the age of 18.
• Doing the call list for the hospital
• Do all registrations for our hospital and Dyersville Hospital on nights, holidays, and weekends.

What we are looking for:

• High school diploma or an equivalent combination of education and experience.  Associate degree preferred.  Data entry skills (50-60 keystrokes per minutes). Past work experience of at least (6) six months within a physician office, hospital, or clinic environment, performing registration activities or an insurance company, performing payer activities are highly desired but not required Working required Certified Healthcare Access Associate (CHAA) credentials by the National Association of Healthcare Access Management (NAHAM) is also preferred. 
• Excellent communication (verbal and written) and organizational abilities.  Excellent interpersonal skills are necessary in dealing with peers, internal and external customers.  Accuracy, attentiveness to detail and time management skills are required. 
• To successfully accomplish the essential job functions of this position, the incumbent will be required to work independently, read, write, and operate keyboard and telephone effectively.
• Must be comfortable operating in a collaborative, shared leadership environment.
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

MercyOne Eastern Iowa provides exceptional, personalized care to Dubuque, Dyersville, Elkader, Clinton and surrounding areas providing more than 300 licensed beds. MercyOne Eastern Iowa operates four medical centers in Dubuque, Elkader, Dyersville and Clinton. Our facility in Clinton has branches in Fulton specializing in family medicine and Savanna Home Health & Hospice Care based in Illinois.

• MercyOne Dubuque Medical Center
• MercyOne Dyersville Medical Center
• MercyOne Elkader Medical Center
• MercyOne Clinton Medical Center

With a history dating back more than 130 years, MercyOne Eastern Iowa has grown through expansions, acquisitions and consolidations to help provide exceptional, personalized care to our communities. Our four medical centers employ over 2,000 colleagues and medical staff improving access and creating an even higher level of care coordination to benefit patients and communities throughout the region.

Our Mission:

We, Trinity Health, serve together in the spirit of the gospel, as a compassionate and transforming healing presence within our communities.

Our Core Values:

• Reverence
• Commitment to Those Who are Poor
• Safety
• Justice
• Stewardship
• Integrity

Our Vision:

• We will be the most trusted health partner for life.

Our Actions:

As a Trinity Health colleague, I will:

• Listen to understand.
• Learn continuously.
• Keep it simple.
• Create solutions.
• Deliver outstanding service.
• Own and speak up for safety
• Expect, embrace and initiate change.
• Demonstrate exceptional teamwork.
• Trust and assume good intentions.
• Hold myself and others accountable for results.
• Communicate directly with respect and honesty.
• Serve every person with empathy, dignity and compassion.
• Champion diversity, equity and inclusion.

Our Promise:

• We Listen.
• We Partner.
• We Make it Easy.

MercyOne Dubuque Medical Center and all its affiliates are proud to be equal opportunity employers. We do not discriminate on the basis of race, gender, religion, physical disability or any other classification protected under local, state or federal law.

Our Commitment to Diversity and Inclusion

Our Commitment to Diversity and Inclusion
 

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.