Patient Access Rep

Aultman Hospital; Alliance (OH); On-site; USD 32,000 - 45,000; Full time

Job summary

Aultman Hospital in Alliance, Ohio is seeking a Patient Access Representative to support registration across outpatient services and daily operations. You will ensure compassionate service, collect insurance and demographic data, and explain hospital policies to patients and representatives while maintaining accuracy in Cerner and related systems.

The role emphasizes multitasking, excellent communication, and the ability to handle stressful situations with professionalism; previous familiarity

Qualifications

• High School diploma or equivalent required.
• Typing at least 50 words per minute preferred.
• Familiarity with medical terminology preferred.
• Excellent verbal and listening communication skills.

Responsibilities

• Register patients and collect demographic, insurance, and financial data accurately.
• Interact with patients to explain hospital policies and assist with payer documents.
• Assist with Cerner onboarding and maintain multiple work queues.
• Answer phones and route calls efficiently; maintain professional conduct.

Skills

Typing 50 wpm

Customer service

Verbal and listening communication

Multi-tasking

Professional demeanor

Familiarity with medical terminology

Office equipment operation

Education

High School Diploma or equivalent

Tools

Cerner

MPAC

FirstNet

AultWorks/Systoc

Optum

AHIQA

Job description

Position Summary

In addition to the primary registration duties, the Patient Access Rep will provide support to management as it relates to daily operations and meeting departmental goals across all Patient Access areas and facilities. The Patient Access Rep must provide a customer-focused and compassionate manner to ensure patients’ and their representatives’ needs are met, and that they understand the hospital’s policies as it relates to professional, efficient, and quality customer service as a representative of the HDS Patient Access Team.

Department Summary

Creates accurate and thorough registration for outpatient visits. Secures appropriate signatures, financial information and documents for treatment and billing purposes. Interacts in a customer-focused and compassionate manner to ensure patients’ and their representatives’ needs are met, and that they understand the hospital’s policies as it relates to professional, efficient, and quality customer service.

Qualifications

• High School Diploma or equivalent.
• Ability to type at least 35 wpm.
• Familiarity with medical terminology, preferred.

Department Qualifications

Skills

• Ability to perform a variety of tasks, often changing assignments on short notice.
• Must be adept at multi-tasking.
• Must possess excellent verbal and listening communication skills.
• Must be able to maintain a professional demeanor in stressful situations.
• Must be able to utilize a copy/fax machine, phone system, etc.
• Able to build productive relationships with all contacts.
• Typing skills of 50 words per minute minimum.
• Will be required to learn and work with multiple software/hardware products during an average workday.
• Must possess excellent verbal and listening communication skills.
• Must be adept with machinery typically found in a business office environment.
• Possesses mathematical aptitude to make contractual calculations and estimate patient financial obligations.
• Ability to work calmly and accurately in stressful situations.
• Excellent customer service skills.
• Professional in actions and appearance.

Responsibilities & Expectations

• Assuring general workflow is maintained for home department.
• Ability to work efficiently and accurately at different HDS facilities Assist with call-offs.
• Trainer for home department for new employees Assist with Cerner conversion for onboarding facilities.
• Be liaison for Patient Access when management is not available in meetings.
• Will be required to learn and work with multiple software/hardware products during the course of an average workday.

Department Responsibilities & Expectations

• Registration and Account Creation.
• Enter patient into system via face-to-face interactions or documentation sent with patient from other facilities.
• Accurately and thoroughly collects, analyzes, and records demographic, insurance, financial, and clinical data in computer system.
• Updates and edits information in computer system, ensuring that all fields are populated correctly and appropriately.
• Obtains information and completes Medicare Secondary Payer Questionnaire and other payer-specific documents as required.
• Captures correct primary care physician.
• Records patient e‑mail address when available for enrollment to patient portal and/or applicable surveys.
• Tear down and assemble ED charts -ER only.
• Contact MSO (Mobile Screening of Ohio) for any workman’s compensation patient’s needing testing for work related injuries. ER only.
• Memo all pertinent information regarding demographics, billing, and insurance into Cerner Registration.
• Comprehensive knowledge of the following systems: MPAC, Cerner (FirstNet), AultWorks/Systoc, Optum, AHIQA.
• Deliver Important Medicare information to Medicare patients being admitted as Inpatient or Observation status. Obtain signature showing that you delivered IMM or MOON documents.
• Initiates electronic inquiries to payers and obtain eligibility and benefit information.
• Ensures accuracy of patient data with electronic inquires as it relates to addresses.
• Assesses patient liability at time of service in respects to coordination of benefits of insurance payers.
• Provides patients with financial assistance applications per department guidelines.
• Ensures patient tracking systems are updated with patient activity.
• Answers phones and routes calls as necessary.
• Monitors and maintains multiple work queues as instructed and assigned.
• Demonstrates compliance with all policies related to the organization’s Corporate Compliance Program as evidenced by attendance at applicable educational programs; consistently carrying out job responsibilities ethically and professionally; exhibiting ethical and professional workplace behavior and decision‑making; and reporting any infractions using the appropriate chain of command and without fear of retribution.
• Completes annual learning requirements, reviewing fire safety and electrical safety policies, applicable code reviews, disaster plan reviews, policies on handling hazardous and toxic substances, and risk management issues.
• Demonstrates an interest in patient safety education and participates proactively in identifying problems and incidents in the department and throughout the hospital which place any patient, visitor, or staff member at risk or injury.
• Attends educational seminars, meetings, and updates as needed.
• Modifies work schedule to meet department goals and deadlines.
• Follows EMTALA, HIPAA, payer, and other regulations and standards.
• Maintains work area in a neat and orderly fashion.
• Observes hospital and department guidelines concerning dress and display of name badge, presenting an appearance appropriate to the work environment.
• Adheres to department customer service standards.
• Avoids excessive absenteeism and tardiness so that it does not warrant repeated formal disciplinary action and/or disrupt department productivity.
• Adheres to established schedules for breaks and meal periods.
• Acts willing and ready to assist department personnel with their duties as time permits or need arises.
• Readily identifies work that needs to be performed and completes it without needing to be told.
• Performs job duties with attention to safety of self and others.
• Collection of Copays and Outstanding Balances.
• Other duties as assigned.

Health Caring Standards / Values

• Greet customers, visitors, and Colleagues immediately with a smile, warm greeting, and introduction, calling them by name if possible.
• Exceed the expected and anticipate the unexpected by asking, “Is there anything else I or a fellow Colleague can do for you?”.
• Always provide a comforting, timely, caring departure or discharge, and always say thanks for allowing us to serve.
• Integrity, openness and fairness in all you do.
• Teamwork.
• Pride in the Department.
• Individual creativity and Innovation.
• Compassion and caring.
• Maintain department and hospital standards and policies.

Working Conditions

• Every other weekend and every other holiday.
• Lunches and breaks are coordinated with staff to maintain adequate coverage.
• Close working relations with clinical staff.
• Continual involvement with patients and their families.
• Assigned uniforms to be worn at all times.
• Employee is regularly exposed to noise associated with emergency department.
• May be exposed to a variety of illnesses and medical conditions.
• 24/7 coverage in ER.
• Every other weekend and every other holiday in ER.
• Close working relations with clinical staff
• Continual involvement with patients and their families

Hazardous Exposure Category

Category I - Includes tasks that involve exposure to blood, body fluids, or tissues. All procedures or other job-related tasks that involve an inherent potential for spills or splashes of, or mucous membrane or skin contact with blood, body fluids or tissues are Category I tasks. Use of appropriate protective measures is required for every employee engaged in Category I tasks.

Category II - Includes tasks that involve no exposure to blood, body fluids, or tissues, but employment may require performing unplanned Category I tasks. The normal work routine involves no exposure to blood, body fluids, or tissues by exposure or potential exposure may be required as a condition of employment. Appropriate protective measures will be readily available to every employee engaged in Category II tasks.

Category III - Includes tasks that involve no exposure to blood, body fluids, or tissues and Category I tasks are not a condition of employment. The normal work routine involves no exposure to blood; body fluids or tissues (although situations can be imagined or hypothesized under which anyone anywhere might encounter potential exposure to body fluids.) Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid or to be potentially exposed in some other way.

Physical Addendum

Demands

Frequency

Remarks

Lifting 0-10 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Lifting 10-20 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Lift files, reference books, supplies, and other documents.

Lifting 20-35 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Lifting 35-50 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Lifting 50-75 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Lifting 75-100 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Lifting over 100 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Forward Reaching

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Overhead Reaching

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Standing

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Walking

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Constant walking utilizing Wireless on Wheels computer.

Sitting

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Climbing

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Stairs/Ladder

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Bending/Stooping

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Twisting/Turning

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Kneeling/Squatting

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Crawling

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Pushing/Pulling 0-10 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Pushing/Pulling 10-20 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Pushing/Pulling 20-35 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Pushing/Pulling 35-50 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Pushing/Pulling 50-100 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Push a wheeled cart with a computer and supplies.

Pushing/Pulling over 100 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Assist patients in wheelchairs and transport if necessary.

Carrying 0-10 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Carrying 10-20 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Carrying 20-35 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Carrying 35-50 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Carrying 50-100 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Carrying over 100 lbs

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Grasping/repetitive sustained

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Fine motor coordination

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Vision: Near/Far/Color

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day

Hearing: ordinary conversation/other

Never

Occasional 10-33%

Frequent 34-65%

Continuous 66% of the day