College Station, Texas
Baylor Scott & White Health
The Access Services Representative 2 obtains current and accurate demographics and insurance information in order to register patient, verification of insurance benefits, negotiates and collects patient financial responsibilities. Provides training and mentoring responsibilities to peers.
ESSENTIAL FUNCTIONS OF THE ROLE
Conducts and documents patient interviews to obtain demographic and financial data for registration, insurance verification, precertification and billing.
Registers patient at multiple locations and work multiple areas within the department.
Interacts on an ongoing basis with other areas and departments in order to provide appropriate information related to such items as: patient delays, change of schedules Intra-departmentally and Interdepartmentally.
Understands the patient flow processes in each area. Identifies process improvement opportunities that promote team concepts with co-workers while improving revenue cycle functions and the patient experience.
Performs cashiering responsibilities according to established policies, when appropriate and if assigned; could potentially consume the bulk of the incumbent’s responsibilities within the department.
Verifies patient eligibility for insurance coverage and appropriate benefit levels for anticipated services. Calculates and collects patient liability due according to financial clearance policies related to existing and bad debt accounts.
Determines patient liability and advises patient of deposit requirements per policy.
Negotiates payment arrangements with patient where necessary per policy.
Assists patients to nursing units by providing directions, personal escort and medical mobility assistance (ex; wheelchairs), when applicable.
Adheres to compliance with regard to order validation, cash policy requirements, government payor requirements and patient safety requirements for appropriate patient identification.
May assist with training and mentoring Access Services Representative 1 positions. Serves as a resource to others. Appropriately escalates potential service issues to management, when necessary.
KEY SUCCESS FACTORS
2 years of healthcare or customer service experience or education equivalency required.
Requires good listening, interpersonal and communication skills, and professional, pleasant and respectful telephone etiquette.
Ability to maintain a professional demeanor in a highly stressful and emotional environment, to include crime, behavioral health and suffering patients in addition to life or death situations.
Must be able to exhibit a high level of empathy with the ability to effectively communicate with patients and family members during traumatic events, while demonstrating exceptional customer service skills.
Demonstrates ability to manage multiple, changing priorities in an effective and organized manner.
Excellent data entry, numeric, typing and computer navigational skills.
Basic computer skills and Microsoft Office.
Note: Benefits may vary based upon position type and/or level
EDUCATION – H.S. Diploma/GED Equivalent
EXPERIENCE – 2 Years of Experience
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