Senior Patient Access Associate

Houston Methodist; The Woodlands (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Houston Methodist The Woodlands Hospital is seeking a Senior Patient Access Associate for the Emergency Department. The role involves obtaining demographic and insurance details, performing cashiering duties, and ensuring accurate data entry in the EHR.

You will support registration across various areas and act as a resource and mentor to staff, while upholding HIPAA and EMTALA standards. The position requires a high school diploma and at least four years in customer service, including two in

Qualifications

• Four years of customer service experience to include two years of hospital registration.
• Sufficient proficiency in speaking, reading, and writing English for patient safety and security.
• Ability to communicate with patients, physicians, family members and co-workers with a customer service focus.
• Proficiency with computers and multiple software programs.
• Ability to handle detail work accurately and rapidly.
• Strong training, leadership and mentoring skills.

Responsibilities

• Obtains and records accurate demographic and insurance information from patients.
• Explains consent forms and obtains signatures.
• Works in multiple areas and/or EHR work queues specific to patient access.
• Provides excellent customer service and addresses patient issues.
• Adheres to HIPAA and EMTALA requirements and maintains privacy protections.

Skills

Customer service

Hospital registration

English proficiency

Communication skills

Multi-tasking

Insurance procedures

HIPAA compliance

Training mentoring

Computer skills

Detail orientation

Education

High school diploma

Tools

EHR software

Cashiering software

Billing software

Job description

Come lead with us at Houston Methodist The Woodlands Hospital

Full Time, Day Shift, Emergency Department

At Houston Methodist, the Senior Patient Access Associate position is responsible for obtaining and entering accurate demographic and insurance information in the electronic health record (EHR) on patients presenting at the various entry points of the facility. This position performs cashiering functions, ensuring that all hospital accounts are secure, through the collection of the required co-pay, deductibles and co-insurance. This position also performs the medical necessity check, to ensure compliance with Medicare guidelines, and regularly works in multiple areas (e.g., emergency department registration, main registration, bed management, cashier, etc.) and/or EHR work queues specific to patient access. The Senior Patient Access Associate employs effective communication skills, promoting excellent customer service in every interaction, and serves as a resource, trainer and mentor to other team members. This position is also required to adhere to all departments, hospital, governmental and/or any other healthcare licensing agency requirements related to the Emergency Medical Treatment and Labor Act (EMTALA) and the Health Insurance Portability and Accountability Act (HIPAA).

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

EXPERIENCE

• Four years of customer service experience to include two years of experience in hospital registration

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Ability to multi-task and flexibility to meet the requirements of the patients and the department
• Knowledge of basic registration/access functions and insurance procedures
• Ability to problem solve
• Ability to remain calm in stressful situations with patience and understanding
• Excellent customer service and professional communication skills
• Proficient computer skills and ability to learn and navigate multiple software programs
• Ability to handle detail work accurately and rapidly
• Strong training, leadership and mentoring skills

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.
• Communicates openly in a non-judgmental manner and in a professional demeanor during all interactions with customers and co-workers.
• Serves as a resource and trainer for less experienced and new staff; orients, guides and mentors team members to help build confidence and competency in skills, knowledge and abilities.

SERVICE ESSENTIAL FUNCTIONS

• Obtains and records accurate demographic and insurance information on patients by interviewing patients, family members and physicians. Ensures that the correct insurance plan codes are utilized for the billing process.
• Explains the consent forms, obtains signatures on the forms and responds to any questions in a professional manner.
• Regularly works in multiple areas (e.g., emergency department registration, main registration, bed management, cashier, etc.) and/or EHR work queues specific to patient access.
• Contributes to departmental and hospital patient experience. Proactively seeks solutions to address patient issues and concerns. Serves as a second level resource to address elevated registration issues. Alerts management in a timely manner to any unusual and/or difficult situations impacting the level of service.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Uses patient identifiers consistently to properly identify patients and the correct medical records. Refrains from issuing new medical record numbers to patients with existing accounts.
• Meets goals set by the department (e.g., registration error rate, productivity/activities per hour, etc.).

FINANCE ESSENTIAL FUNCTIONS

• Ensures that ordered services meet established medical necessity criteria when applicable.
• Collects payments based on pre-determined information. Performs insurance verification to determine patient out of pocket expenses for services. If applicable, offers payment options after the minimum required payment has been received. Fulfills monthly goals for cash collection.
• Accurately posts and receipts patient payments. Balances cash drawer on a daily basis; follows the department policy related to cash drawers and cash receipting.
• Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Displays initiative to improve job functions. Demonstrates adaptability and flexibility during changing demands. Offers suggestions to streamline process for efficient patient flow.
• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform: Yes
• Scrubs: No
• Business professional: Yes
• Other (department approved): Yes

ON-CALL

• Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.
• On Call* No

TRAVEL

• Travel specifications may vary by department**
• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

EXPERIENCE

• Four years of customer service experience to include two years of experience in hospital registration

Houston Methodist is an Equal Opportunity Employer.