Patient Access Specialist I ED Services

Wellstar Health System; United States; On-site; USD 35,000 - 52,000; Full time

Job summary

Wellstar Health System is seeking a dedicated front desk/registration staff member for ER admissions. You will collect demographics, verify insurance information, and enter data into the system with attention to accuracy and privacy.

The role emphasizes compassionate customer service, liaison with patients and staff, and adherence to EMTALA and hospital policies while guiding patients through registration and financial processes.

Qualifications

• Experience in hospital front desk or patient registration is preferred.
• Ability to collect and verify demographic, financial and insurance information.
• Proficiency in data entry and using registration systems.
• Commitment to patient confidentiality and HIPAA regulations.

Responsibilities

• Interview patients to obtain complete demographic and insurance information.
• Enter patient details into the registration system and obtain required signatures.
• Read physician orders to determine procedures and instruct patients accordingly.
• Escort patients to rooms and maintain accurate account information.
• Document notes on accounts and manage self‑pay collection activity.

Skills

Patient registration

Customer service

Data entry

HIPAA compliance

Education

High school diploma or equivalent

Job description

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Day (United States of America)

Work Schedule: Monday - Friday 1pm -9:30pm

Job Summary:

Strictly follows EMTALA protocols prior to performing registration of emergency room patients.
Gathers appropriate identification for patient and confirms all patient demographics to validate patient identity.
Conducts intensive screening of all Medicare, Medicaid and managed care patients to identify network status and coordination of benefits.
Obtains all necessary customer consents/attestations.
Responds to customer requests and answers questions regarding various service and account information.
Analyzes and rectifies customer concerns using established procedures.
Uses computer to access and/or update customer records.
Collects patient portions, verifies, and posts transactions.
Follows established procedures for processing receipts, cash etc.
Sorts and files various documents.
Assists with general hospital information and directions to departments within and outside of the WHS facility.
Establishes financial arrangements to reduce financial risk for WHS, helping to ensure that WellStar is reimbursed for its services.
Is in good standing with all hospital policies including those related to attendance and staff development.
Is a role model to all staff members, physicians, patients and visitors in guest relations.
Demonstrates positive attitude about WellStar, staff and physicians.
Actively participates in Quality Improvement processes in the employee respective department.

Core Responsibilities and Essential Functions:

• Quality/ Safety
  • Interviews each patient or representatives to obtain complete and accurate demographic, financial and insurance information.
  • Enters all patient information into the registration system.
  • Obtains all necessary signatures and is knowledgeable regarding any special forms that may be required by the patients third party payer.
  • Reads physicians orders to determine the procedures requested and to instruct patients accordingly.
  • Escorts or arranges to have patient escorted to assigned room.
  • Makes corrections and updates patient account information in computer.
  • Obtains new medical record numbers for newborn admissions and other new patients.
  • Documents thorough explanatory notes on patient accounts, concerning any non-routine circumstances, clarifying special billing processes.
  • Maintains a working knowledge of available information system capabilities and performs all system applications that are required.
  • Understands and applies WHS philosophy and objectives, and PAS policies and procedures, as re-lated to assigned duties. Understands the admission, outpatient and emergency registration process.
  • Maintains confidentiality of patient information, in accordance with WHS policy and HIPPA regulations.
  • Consistently demonstrates the ability to organize work, recognizes and establishes appropriate work priorities, and completes work in a productive manner, without creating backlogs.
  • Maintains proficiency in data entry skills.
  • Resolves error and applicable Claim, DNB, and Patient WorkQueues.
• Customer Service
  • Greets all guest with a positive and professional attitude.
  • Receives patients valuables for safekeeping in the hospital safe.
  • Answers incoming phone calls and follows through with requests made.
  • Maintains courteous and cooperative working relationships with WHS management, patients, physicians, other professional contacts, and the general public. Demonstrates ability to tactfully handle difficult situations.
  • Presents a well-groomed and professional image in coordination with dept/ hospital dress codes.
  • Expected Performance, Behaviors and Results:
  • The WellStar Experience (Must demonstrate a commitment to Service Excellence by):
  • Creating first impressions, memorable moments and impressions that fulfill the expressed and unexpressed wishes and needs of patients and family members.
  • Valuing patients and family members as partners in their care.
  • Having world-class processes in place.
  • Delivering high-touch care that is reliable, responsive and coordinated.
  • Focusing on constant innovation and creating improvements.
  • Celebrating our diversity with sensitivity and understanding.
  • Embracing the idea that we are all owners of our health system.
• Budget/Financial
  • Attempts to collect the estimated self-pay balance of all inpatient, outpatient and ER accounts, at the earliest possible collection control point.
  • Completes financial evaluation forms to document guarantors' income, expenses, assets and liabilities.
  • Identifies those patients without adequate insurance coverage. Makes personal contact with patient or guarantor to determine guarantor's ability to pay non-covered charges, as well as to determine potential eligibility for financial assistance programs (namely Medicaid).
  • Maintains a list of health care financial assistance programs and the eligibility requirements for each program. Refers patients/guarantors to sources of outside funding assistance, as needed.
  • Works efficiently and accurately within designated time frames to ensure a continuity of information and cash flow.
  • Documents concise and understandable notes regarding all self-pay account collection activity, as well as each patient or guarantor interaction.
  • Documents all efforts to collect patient account balances, other self-pay collection activities and referrals to Medicaid.
  • Coordinates financial counseling activities with PAS Financial Counselor, Registration, Utilization Review, Nursing, Social Services, and Patient Financial Services.
  • Verifies insurance coverage and benefits.
  • Exceeds monthly quota on a consistent basis. Formally reports results of self-pay collection activity to direct supervisor, on a daily basis or according to policy. Provides feedback to PAS management concerning self-pay collection and data integrity issues.
  • Responsible for completion of appropriate error/issues in WorkQueues.
  • Identifies and resolves Payor Denials as indicated.
• General
  • Observes work hours and provides proper notice of absences, tardies work schedule changes.
  • Attends select departmental meetings at the request of WHS Management.
  • Completes monthly, quarterly, and annual mandatory training as required.
  • Performs other duties as assigned.

Performs other duties as assigned

Complies with all WellStar Health System policies, standards of work, and code of conduct.