Lead Patient Access Rep

Job Summary

Greet and register any patient who presents themselves for hospital services. Obtains all necessary demographic and financial information to complete the registration process to ensure legal and accurate billing and medical record input. Obtains all appropriate signatures and consents. The Central Registration Lead will have the ability to assist in the oversight of the operation of the Central Registration area in support of Patient Access Leadership as needed but will notify leadership if the need arises.

Minimum Qualifications

• Minimum Education: High School Diploma or Equivalent
• Minimum Years of Experience: 1 Year of experience in healthcare setting and/or Customer Service area
• Substitutable Education & Experience (Optional): None
• Required Certifications/Licensure: None
• Required Training: Experience with personal computers (PC’s);  Familiar with medical terminology and billing.

Essential Functions

• Verifies demographic and financial information to ensure the accuracy of the patient’s Medical Record and collects and accurately reports Point of Service Collections.
• Interview patients and/or their representatives to obtain demographic and financial information.
• Responsible for obtaining proper consent on adults as well as minors.
• Responsible for obtaining necessary signatures for registration.
• Responsible for obtaining copies/scanning of picture ID (if available)  and insurance cards.
• Responsible for coverage of registration areas until properly relieved. This may mean staying after their assigned shift until relief is obtained.
• Communicates face-to-face and by way of phone with patients and patients’ representatives as needed.
• Obtain Workers Compensation information at the time of registration and verify as needed.
• Responsible for having a complete understanding and working knowledge of the policy and procedures regarding collection of  insurance data.
• Documents all situations that arise out of the ordinary.
• Possesses knowledge of how to secure translators for patients or other parties requiring assistance.
• Assists the Supervisor with  training new employees to ensure departmental policies/Lexington Medical Center policies are being followed. Provides input on critical elements to the Supervisor for the completion of each staff member’s evaluation. The LEAD Patient Access Representative will assist the Supervisor in scheduling and staffing needs, assist in reconciling end of day Cash Drawers and in keeping the Supervisor informed of any issues in the registration area including but not limited to staff issues and system issues  reporting any concerns to their immediate Supervisor.
• Professional in appearance, communications and knowledge.
• Accepts chain of command, supervision and constructive criticism.
• Speaks positively about LMC, the department, other employees and guests.
• Contributes to teamwork and creates harmonious relations with others. Displays positive attitude toward job duties and assigned tasks. Discourages gossip and treats others as they wish to be treated.
• Receive incoming phone calls. Route calls appropriately or take detailed legible messages when necessary. Maintains professional communications with all departments within the Lexington Medical Center community as needed.
• Attends monthly department meetings. When unable to attend due to work flow, meeting minutes by way of e-mail are to be read, signed, and sent back to Supervisor an acknowledgement of understanding.
• Performs all other appropriate activities as directed by Management Team as necessary to meet patient’s needs and to achieve the required departmental and organizational outcomes.

Duties & Responsibilities

• Performs all other duties as assigned by authorized personnel or as required.
• Maintains an optimistic and professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers. Shows courtesy, compassion, respect.  Conforms to service expectations and “House Rules” as communicated by your immediate Supervisor.
• Must attend departmental approved training sessions to maintain the position.
• Demonstrates ability and willingness to adapt to special circumstances such as patient emergencies, disasters and/or staffing issues.
• Ability to think analytically in order to produce quality work; works efficiently and professionally.
• Responsible for monitoring patient flow to ensure timely registrations.
• Demonstrates appropriate communication skills to all patients/patients’ representatives and responds to all customers/patients requests/needs, i.e., hard of hearing, etc. Possesses and exhibits the ability to listen, communicate non-verbally as appropriate and to positively influence others.
• Possesses the ability to appropriately prioritize and perform multiple tasks at one time, as well as modifying plans and approaches based on changing situations, needs and follows through to achieve final resolution.
• Must project a pleasant, professional appearance and alert attitude that reflects the goals of the Service Expectations and Corporate Compliance policies.
• Ability to work independently or in conjunction with nursing or other personnel to serve the needs of the patient, their families, and/or their representatives.
• Possesses and exhibits appropriate interviewing, communication and negotiation skills, including the ability to listen, communicate non-verbally as appropriate and to positively/appropriately influence others.
• Must work closely with ED Department during disaster team drills and enactments.  Must be available to quickly respond to disaster codes and appropriately carry out duties.
• Must have intermediate business writing skills in order to produce original correspondence to internal and external customers. Effectively compose appropriate electronic mail correspondence, etc.
• Understands staffing responsibilities as set forth by their immediate Supervisor.
• Can complete daily cash drawer reconciliation as needed by the supervisor.