Patient Access Representative II

Sutter Health; Lakeport (CA); On-site; USD 40,000 - 56,000; Full time

Job summary

Sutter Health is seeking a Per Diem/Casual Patient Access professional at SLH-Sutter Lakeside Hospital to greet patients, collect and verify demographic/financial information, and perform financial clearance for services. The role supports earnings through patient payments and referrals to financial counseling as needed.

The position emphasizes accurate data entry, strong customer service, and knowledge of insurance and hospital procedures to ensure efficient service delivery and compliance with

Qualifications

• HS Diploma or GED required.
• Knowledge of patient access, financial counseling, and insurance processes.
• Experience with EMTALA and consent laws is advantageous.

Responsibilities

• Greets patients and collects/verifies demographics, clinical and financial data during registration and financial clearance.
• Registers patients end-to-end and inputs data into registration/accounting systems.
• Manages patient liability calculations and collects co-pays, deductibles, and deposits at time of service.

Skills

Customer service

Data entry

Communication

Insurance terminology

Time management

Education

HS Diploma/GED

Tools

Patient registration systems

Accounting systems

Payer websites

Job description

Schedule

Per Diem/Casual

We are so glad you are interested in joining Sutter Health!

Organization

SLH-Sutter Lakeside Hospital

Position Overview

Serves as the face to face point of contact for patients. This job is intended for use by positions employed by a hospital. Obtains all necessary information to register and financially clear patients. Greets patients/family members and obtains and/or verifies relevant information in the process of registering financially clearing patients for service delivery. Enhances the patient experience throughout all patient interactions by serving as the customer service point of contact at the point of service by demonstrating knowledge of Sutter's Health system and service offerings.

Job Description

These Principal Accountabilities, Requirements and Qualifications are not exhaustive, but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development). Job Description modifications for union represented position are subject to CBA guidelines.

Operations

JOB ACCOUNTABILITIES:

• Greets patients/family members and obtains and/or verifies demographic, clinical, financial, and insurance information in the process of financially clearing patients for service delivery, including the entry of patient/guarantor information in the patient registration/accounting systems, collection of patient signatures on all appropriate forms and the imaging/copying of registration documents.
• Utilizes inputs to authenticate and register patients for service delivery for patients who have registered through the Patient Access Center; for those who are not registered, completes the end-to-end process of registration through close-out for service delivery.
• Obtains and processes signed physician orders.
• Maintains assigned work queue.
• Conducts insurance eligibility/benefit verification, referral/authorization, and financial education on designated accounts.
• Calculates estimated patient liability, informs patient/guarantor and actively collects appropriate patient liabilities, including co-payments, deductibles, and deposits at time of service and/or processes patient payments, accepts payments on prior services.
• Refers appropriate cases to financial counseling for follow-up and consultation.
• Executes other duties as assigned, such as cashiering, bed management, and communications operator.
• Enhances the patient experience throughout all patient interactions, which will be face-to-face or by other means of communication demonstrating knowledge of Sutter’s Health system and service offerings.

Continuous Improvement

• Supports the implementation of programs, policies, initiatives, and tools.
• Contributes ideas and actions towards the continuous improvement of Patient Access related processes within area of influence.

People Development

• Adaptable to learning new processes, concepts, and skills Seeks and responds to regular performance feedback from team lead; provides upward feedback as needed.

Relationship Management

• Maintains positive work relationships with members of other teams to communicate effectively and to ensure compliance with cross-team responsibilities.

Assists in ensuring efforts of the team to support building strong peer-to-peer relationships.

Patient Satisfaction

• Performs revenue cycle tasks necessary to ensure compliance and exceptional customer service.
• Authenticates patient identity throughout all processes.
• May provide directional support to patients and/or family members.
• Maintains knowledge of applicable Federal, State, and local laws and regulations, Standards of Conduct, Standards of Behavior, as well as Sutter policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
• Meet the department monthly cash goal.

Education

HS Diploma or General Education Diploma (GED)

Typical Experience

1 year of recent relevant experience.

Skills And Knowledge

General knowledge of patient access, financial counseling, functions in acute, and non-acute settings.

Working knowledge and understanding of insurance and medical terminology.

Emergency Medical Treatment and Active Labor Act (EMTALA) and Consent Laws knowledge.

Time management skills and the ability to manage frequent in-person patient contacts while effective maintaining and documenting data in the patient registration systems.

Demonstrated ability to work in multiple computer systems, such as patient registration/accounting systems, telephone consoles, document imaging, scanning, payment posting, proprietary payer websites and data quality monitoring, both accurately and efficiently.

Possess verbal and written communication and active listening skills.

Accuracy and attentiveness to detail.

Decision making and problem-solving skills.

Must be able to work concurrently on a variety of tasks/projects in diverse environment.

Ability to meet or exceed targeted customer service, productivity and quality standards.

Computer proficiency skills.

Requires the ability to work with and maintain confidential information.

Physical Activities And Requirements

See required physical demands, mental components, visual activities & working conditions at the following link: Job Requirements

Job Shift

Days

Schedule

Per Diem/Casual

Shift Hours

8

Days Of The Week

Variable

Weekend Requirements

Occasionally

Benefits

No

Unions

No

Position Status

Non-Exempt

Weekly Hours

0

Employee Status

Per Diem/Casual

Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.

Pay Range is $29.23 to $40.92 / hour

The posted pay range is based on the position's primary work location. Candidates who reside and work outside of that location may be subject to a different pay range based on their work location. Candidate starting salaries consider multiple factors, including, but not limited to a candidate’s experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs. Base pay is only one component of Sutter Health’s comprehensive total rewards program. Eligible positions also include a comprehensive benefits package.