Current Department Employees: Access Center Representative III

Tahoe Forest Health System; Truckee (CA); On-site; USD 37,000 - 52,000; Full time

Job summary

Tahoe Forest Health System is seeking an Access Center Scheduler to support scheduling, pre-registration, e-verification, and patient financial interactions. This role coordinates with radiology, surgery, and physician offices to ensure timely access and accurate orders, while driving to on-site offices to support teams and deliver in-person training.

Responsibilities include confirming medical necessity, handling escalations, and maintaining up-to-date knowledge of insurance coverage.

Qualifications

• Experience in patient registration, scheduling, and/or hospital patient accounting office.
• Strong customer service and complaint resolution experience.
• Medical terminology and insurance billing knowledge.
• Ability to multi-task and communicate clearly.
• Self-motivated and team oriented.

Responsibilities

• Handle scheduling and pre-registration tasks for various service lines.
• Perform e-verification and determine patient out-of-pocket costs.
• Obtain authorizations and manage complex appointment scheduling.
• Communicate with patients, families, and staff to ensure pre-visit readiness.
• Drive to on-site offices to support team and training needs.
• Train Cadence users and contribute to process improvements.
• Monitor workflow and maintain scheduling reports for management.

Skills

Customer service

Communication

Multi-tasking

Problem-solving

Team oriented

Education

No formal education required

Tools

Cadence

Job description

Summary

• Scheduling
• Pre-registration
• E-verifying
• Determining and collecting the patient’s out-of-pocket expenses (co-pays, deductibles, etc)
• Signing patients up for self-service options
• Authorizations
• Schedules appointments for complex service lines such as Diagnostic Imaging, Physical Therapy, Physician offices, and Surgical Services.
• Communicates regularly with patients, families, caregivers, providers, clinical and non-clinical staff as necessary for the completion of scheduling and pre-visit readiness.
• Follows up with patients, clinical and non-clinical staff regarding requests for additional information (accurate orders, prior imaging, History and Physicals (H&P’s), reports, etc.) or previsit tests, labs, pathology, etc.
• Works with patients, families, providers, clinical and non-clinical staff to coordinate the patient’s experience throughout the process of accessing healthcare.
• Determines timely resolutions for complaints based on guidelines, resolving issues in the moment when able.
• Acts as liaison to patient and communicates resolution and/or next steps to patient directly.
• Works to de-escalate situations involving patient complaints while maintaining a professional attitude.
• Required to drive to on-site offices in Truckee, Tahoe City, Incline Village, and Reno to support team members, assist with escalations, deliver in-person training, and ensure workflow consistency.
• Provides training for team members and communicates clear instructions and expectations for process outcomes.
• Listens to team member’s feedback.
• Monitors department production for quality and to assure processes are progressing to assure accurate and timely outcomes for patient needs.
• Maintains scheduling reports and updates management of weekly progress.
• Distributes reports and registration audits to appropriate personnel.
• Confirms medical necessity of ordered procedure(s).
• Prioritizes tasks and follows work through to completion.
• Serves as a point of escalation for scheduling questions for radiology, surgery, etc.
• Serves as backup for scheduling patient appointments or procedures.
• Serves as backup for authorizing patient appointments or procedures.
• Works collaboratively with Health Information Management (HIM) on subpoenas and report requests.
• Articulates information in a manner that patients, guarantors, and family members understand.
• Key contributor to patient satisfaction initiatives by participating in process improvement activities as well as providing a high-quality contact experience for the patient with every interaction.
• Navigates multiple computer applications and interprets financial and insurance information.
• Performs to department productivity and accuracy expectations.
• Maintains and updates knowledge regarding all types of insurance and healthcare coverage, utilizing reference materials provided.
• Demonstrates System Values in performance and behavior.
• Complies with System policies and procedures.
• Become credentialed in Cadence within 6 months of hire.
• Train Cadence classes for the health system.
• Other duties as may be assigned.

Summary

Performs tasks that ensure scheduling and pre-visit/ procedure readiness is achieved so that the office or department providing the service has minimal non-clinical work to perform on the day of service. Access Center tasks include:

• Scheduling
• Pre-registration
• E-verifying
• Determining and collecting the patient’s out-of-pocket expenses (co-pays, deductibles, etc)
• Signing patients up for self-service options
• Authorizations
• Schedules appointments for complex service lines such as Diagnostic Imaging, Physical Therapy, Physician offices, and Surgical Services.
• Communicates regularly with patients, families, caregivers, providers, clinical and non-clinical staff as necessary for the completion of scheduling and pre-visit readiness.
• Follows up with patients, clinical and non-clinical staff regarding requests for additional information (accurate orders, prior imaging, History and Physicals (H&P’s), reports, etc.) or previsit tests, labs, pathology, etc.
• Works with patients, families, providers, clinical and non-clinical staff to coordinate the patient’s experience throughout the process of accessing healthcare.
• Determines timely resolutions for complaints based on guidelines, resolving issues in the moment when able.
• Acts as liaison to patient and communicates resolution and/or next steps to patient directly.
• Works to de-escalate situations involving patient complaints while maintaining a professional attitude.
• Required to drive to on-site offices in Truckee, Tahoe City, Incline Village, and Reno to support team members, assist with escalations, deliver in-person training, and ensure workflow consistency.
• Provides training for team members and communicates clear instructions and expectations for process outcomes.
• Listens to team member’s feedback.
• Monitors department production for quality and to assure processes are progressing to assure accurate and timely outcomes for patient needs.
• Maintains scheduling reports and updates management of weekly progress.
• Distributes reports and registration audits to appropriate personnel.
• Confirms medical necessity of ordered procedure(s).
• Prioritizes tasks and follows work through to completion.
• Serves as a point of escalation for scheduling questions for radiology, surgery, etc.
• Serves as backup for scheduling patient appointments or procedures.
• Serves as backup for authorizing patient appointments or procedures.
• Works collaboratively with Health Information Management (HIM) on subpoenas and report requests.
• Articulates information in a manner that patients, guarantors, and family members understand.
• Key contributor to patient satisfaction initiatives by participating in process improvement activities as well as providing a high-quality contact experience for the patient with every interaction.
• Navigates multiple computer applications and interprets financial and insurance information.
• Performs to department productivity and accuracy expectations.
• Maintains and updates knowledge regarding all types of insurance and healthcare coverage, utilizing reference materials provided.
• Demonstrates System Values in performance and behavior.
• Complies with System policies and procedures.
• Become credentialed in Cadence within 6 months of hire.
• Train Cadence classes for the health system.
• Other duties as may be assigned.

Bargaining Unit

EA

Rate of Pay

$32.20/hour + DOE

Essential Duties And Responsibilities

• Scheduling
• Pre-registration
• E-verifying
• Determining and collecting the patient’s out-of-pocket expenses (co-pays, deductibles, etc)
• Signing patients up for self-service options
• Authorizations
• Schedules appointments for complex service lines such as Diagnostic Imaging, Physical Therapy, Physician offices, and Surgical Services.
• Communicates regularly with patients, families, caregivers, providers, clinical and non-clinical staff as necessary for the completion of scheduling and pre-visit readiness.
• Follows up with patients, clinical and non-clinical staff regarding requests for additional information (accurate orders, prior imaging, History and Physicals (H&P’s), reports, etc.) or previsit tests, labs, pathology, etc.
• Works with patients, families, providers, clinical and non-clinical staff to coordinate the patient’s experience throughout the process of accessing healthcare.
• Determines timely resolutions for complaints based on guidelines, resolving issues in the moment when able.
• Acts as liaison to patient and communicates resolution and/or next steps to patient directly.
• Works to de-escalate situations involving patient complaints while maintaining a professional attitude.
• Required to drive to on-site offices in Truckee, Tahoe City, Incline Village, and Reno to support team members, assist with escalations, deliver in-person training, and ensure workflow consistency.
• Provides training for team members and communicates clear instructions and expectations for process outcomes.
• Listens to team member’s feedback.
• Monitors department production for quality and to assure processes are progressing to assure accurate and timely outcomes for patient needs.
• Maintains scheduling reports and updates management of weekly progress.
• Distributes reports and registration audits to appropriate personnel.
• Confirms medical necessity of ordered procedure(s).
• Prioritizes tasks and follows work through to completion.
• Serves as a point of escalation for scheduling questions for radiology, surgery, etc.
• Serves as backup for scheduling patient appointments or procedures.
• Serves as backup for authorizing patient appointments or procedures.
• Works collaboratively with Health Information Management (HIM) on subpoenas and report requests.
• Articulates information in a manner that patients, guarantors, and family members understand.
• Key contributor to patient satisfaction initiatives by participating in process improvement activities as well as providing a high-quality contact experience for the patient with every interaction.
• Navigates multiple computer applications and interprets financial and insurance information.
• Performs to department productivity and accuracy expectations.
• Maintains and updates knowledge regarding all types of insurance and healthcare coverage, utilizing reference materials provided.
• Demonstrates System Values in performance and behavior.
• Complies with System policies and procedures.
• Become credentialed in Cadence within 6 months of hire.
• Train Cadence classes for the health system.
• Other duties as may be assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

None

Supervisory Responsibilities

No supervisory responsibilities.

Minimum Education/Experience

No educational requirement and 1-2 years relevant experience

Required Licenses/Certifications

National Association of Healthcare Access (NAHAM): Certified Healthcare Access Associate (CHAA)

• Upon hire

Other Experience/Qualifications

• Experience in patient registration, scheduling, and/or hospital patient accounting office preferred.
• Strong customer service and complaint resolution experience preferred.
• Medical terminology and insurance billing knowledge preferred.
• Communicates expectations, assignments and responsibilities clearly and professionally.
• Demonstrates clear, courteous and pleasant communication skills with appropriate usage of grammar, pronunciation.
• excellent customer service skills.
• Self-motivated and goal oriented with the ability to multi-task.
• Team oriented.
• Positive, open-minded, and focused on continuous improvement.
• Ability to learn new processes, procedures and software programs quickly, while demonstrating attention to detail and accuracy.
• Analytical and problem-solving skills.