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Under the direction of the Supervisor, the Patient Access Representative is responsible for registering, scheduling and preregistering patients for inpatients, emergency and outpatient tests and procedures. The Representative will educate patients regarding their benefit levels and will request, collect and record payments prior to or at time of service. Ensures a seamless model of access for patients, physicians and family members.Performs registrations by completing an accurate face to face interview to obtain demographic, insurance, medical and financial information.
Performs preregistration for diagnostic testing and surgeries by contacting the patient via phone and completing an accurate interview to obtain demographic, insurance, medical and financial information.
Schedules services and provides physician office/patient accurate date and time information, realizing room availability, physician availability, typical time needed to completion of procedure, and procedures that conflict with each other. Completes procedure specific questionnaires as needed to assist clinical departments to prepare for patients.
Reviews eligibility response to assess patient's benefit level. Prepares patient estimates either using software or following established policies and procedures. Advises patients of out-of-pocket expenses and collects payment. Applies payments and discounts in accordance with established procedures. Maintains security of payments in accordance with established policies and procedures.
Utilizes screening tool for self-pay patients to determine any possible payer source. Refers patients to Financial Counselors in accordance with established policies and procedures.
Advises patients of, and generates Advanced Beneficiary Notice (ABN) and/or Assumption of Financial Responsibility (AFR) form as appropriate.
Obtains, scans, and indexes physician orders
Cross trained to staff all areas of Patient Access
Maintains productivity and quality standards for all areas of responsibility.
Maintains open communication with physicians and their offices, patients, and ancillary areas in the facility.
Acts as a resource for training of new team members and during implementation of new processes.
Completes annual on-going competency requirements. Attends continuing education programs and completes mandatory training in order to maintain certification/licensure, department specific requirements and professional growth.
Follows System and departmental policies and procedures with special attention to attendance, punctuality, confidentiality, dress code and display of ID badge and safety.
Other duties as assigned
Education:Completion of high school or GED.
Certifications:None required
Complexity of Work:Ability to maintain accuracy in job duties, multi-task, and exercise independent judgment. Must be proficient in Data Entry as evidenced by the successful completion of the Alphanumeric test administered by Human Resources. Ability to add, subtract, multiply and divide. Knowledge of medical terminology. Successful completion of medical terminology test administered by Human Resources required. Excellent customer service skills required.
Work Experience:One year work experience with customer service.
One year hospital clerical or billing preferred.
Higher education and training can offset requested work experience.
Physical Requirements:Personal Protective Equipment:Follows standard precautions using personal protective equipment as required
Cleveland Clinic is pleased to be an equal employment/affirmative action employer: Women/Minorities/Veterans/Individuals with Disabilities.
Full-time