Patient Access Representative

Where compassion meets innovation and technology and our employees are family.

Thank you for your interest in joining our team! Please review the job information below.

GENERAL PURPOSE OF JOB:

This position reports to the Central Patient Access Supervisor. This position is responsible for the support functions necessary to accomplishing the objective of the service department at the servicing facility. These include but are not limited to functions under the categories of referral creation, insurance verification, authorization procurement, pre-service patient contact and

documentation of actions taken to collect out of pocket expenses. Exercising appropriate age-specific communication skills and safety practice when interacting with customers, patients, and families. Attention to detail is required due to the complex nature of handling multiple specialties at multiple facility locations. These locations include Driscoll Children’s Hospital – Main Campus,

Driscoll Children’s Hospital – RGV, CPSST locations – Laredo, McAllen, Brownsville, Pleasanton, Victoria, Harlingen, and Corpus Christi locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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. This job description is not intended to be all-inclusive; employees will perform other reasonably related business duties as assigned by the immediate supervisor and/or hospital administration as required.

Maintains utmost level of confidentiality at all times.

Adheres to hospital policies and procedures.

Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.

Adheres and complies with customer service standards and dress code as set forth by the hospital and the department.

Attention to detail is required due to the complex nature of handling multiple specialties at multiple facility locations. These locations include Driscoll Children’s Hospital – Main Campus, Driscoll Children’s Hospital – RGV, CPSST locations – Laredo, McAllen, Brownsville, Pleasanton, Victoria, Harlingen, and Corpus Christi locations.

Customer Service Duties

Answers the department telephone immediately or within three rings utilizing courtesy and patience

Listens to customer needs and takes appropriate action as indicated

Respond to urgent emails and voicemails promptly

Gather patient demographic and financial information in a kind and courteous manner

Document telephone encounters.

Call patients to confirm appointment times and offer any other pertinent information such as out of pocket expense, education, directions, parking information, etc.

Conduct warm transfers as needed

Respond to urgent emails and voicemails promptly, and respond to non-urgent emails and voicemails at the end of the day

Place outbound calls to referring providers or guardians (for self-referrals) to obtain missing and validate existing information based on treatment location

Facilitate referral intake based on treatment location

Attempt to reach patient guardian to communicate any pre-visit instructions as necessary

Complete any additional ancillary tasks

Patient Accounting Duties

Accurately create patient encounter in patient accounting systems utilizing the appropriate patient search criteria and interview method

Verify patient’s insurance benefit and document findings, this process should be completed in the appropriate timeframe for the service being provided

Refer cases for financial screening as indicated

Complete all authorization procurement work functions as indicated

Accurately collect and enter patient demographics into patient accounting systems as indicated

Populate referral data elements into Epic Referral Record as indicated

Complete all pre-service work functions on items in the Epic work queues in accordance with defined policies and procedures

Complete documentation in Epic according to Driscoll Health System and department documentation guidelines

Collect, submit and file documents as appropriate

Quality Assurance Duties

Review schedule/pre-registrations/registrations to identify potential duplicate medical record numbers.

Update data discrepancies in Epic.

Identify patients with multiple same day visits to match demographic and insurance data for each pre-registration.

Review patient demographic and financial data to ensure accuracy

Validate verification and documentation of insurance eligibility and coverage for anticipated procedures.

Validate insurance authorizations was obtained from referring physicians and payors when necessary/appropriate.

Reviews pre-registration list for cancellations and notify department as indicated.

Identify patients that are missing any pre-registration items

Check for referral minimum data set elements

Patient Financial Duties

Review documented notes for payment requirements; explains insurance benefits as quoted to us by their insurance carrier, and collects patient’s out of pocket expenses

Determine if patient is responsible for any payment of service and document how payment is calculated and received

Refer cases for financial screening as indicated.

Prepare hospital receipt for payment received.

Validates address and phone number

Ensure all paperwork is complete and all documents are correctly filed or attached to patients record

Cashiering Duties

Cash box will be in balance at all times

Payments received will be receipted and accounted for at all times

EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.