Position Control - 10/7 - Patient Access Advocate I-Emergency Department-CDS

The Patient Access Advocate I provides primary registration of patient accounts for self-pay, government and commercial accounts on date of service for scheduled and unscheduled visits. Perform registration functions, including updating of demographics, insurance verification, collection of point of service liabilities and documentation of registration information within the ADT system. Confirm account being registered has accurate information to ensure clean billing. Must possess basic knowledge of Medicare (CMS) guidelines, as well as other Compliance Regulatory guidelines applicable to Patient Access. Provide the highest level of customer service to patients/family at time of service through registration interactions as well as providing wayfinding to patients and/or visitors.

Responsibilities

Provide primary registration of patient accounts for self-pay, government and commercial accounts on date of service for scheduled and unscheduled visits; Perform registration functions, including updating of demographics, insurance verification, collection of point of service liabilities and documentation of registration information within the ADT system; Confirm account being registered has accurate information to ensure clean billing; Provide exceptional patient experience using CARES, AIDET and EPE tools; Address and attempt to resolve complaints in the moment using de-escalation processes; Educate patients regarding insurance benefits and liabilities; Obtain missing insurance information including policy number, group number, date of birth, and insurance phone number; Verify insurance eligibility and benefits using online electronic verification or by contacting payer directly; Accurately document actions in the system of record; Maintain knowledge of authorization requirements, payer guidelines and Medicare (CMS) guidelines; Ensure accurate completion of MSPQ at time of service; Monitor and track Data Quality program to ensure errors are corrected at time of service; Collect identified patient financial obligation amounts including residual balance; Educate patients on financial assistance and charity programs; Refer patients to on site Financial Advocate or Financial Advocacy Center as appropriate; Complete missing account information to ensure accuracy at time of visit; Provide wayfinding to patients and/or visitors; Cooperate in risk management activities and report suspected violations; Demonstrate CARES behaviors (Collaborate, be Accountable, Respect, Engage and Serve); Other duties as assigned

Requirements

High school diploma/GED; 6 months experience in healthcare setting or 1 year customer service background; Pass 2 week Patient Access Academy with a passing score of 85% or higher (within 6 mos of start); Must possess basic knowledge of Medicare (CMS) guidelines and other Compliance Regulatory guidelines applicable to Patient Access; Demonstrated strong keyboarding skills; Knowledge in Microsoft Office Products; Pass EPIC proficiency test required with a 85% score at completion of the Epic Training class; Candidates must be at least 18 years of age at the time of hire; CHAA, CHAM or other industry equivalent certification preferred; Basic understanding of insurance preferred; Basic understanding of medical terminology and billing codes (DRG, ICD-10, CPT, HCPCS) preferred; Requires basic understanding of registration and healthcare

Nice to have

CHAA, CHAM or other industry equivalent certification; Basic understanding of insurance; Basic understanding of medical terminology and billing codes (DRG, ICD-10, CPT, HCPCS)

Benefits

Comprehensive benefits package including medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits; Employee Wellness rewards program with gift cards and wellness activities