Sr. Patient Access Associate

Sr. Patient Access AssociateFull Time, Day Shift At Houston Methodist, the Senior Patient Access Associate position is responsible for obtaining and entering accurate demographic and insurance information in the electronic health record (EHR) on patients presenting at the various entry points of the facility. This position performs cashiering functions, ensuring that all hospital accounts are secure, through the collection of the required co-pay, deductibles and co-insurance. This position also performs the medical necessity check, to ensure compliance with Medicare guidelines, and regularly works in multiple areas (e.g., emergency department registration, main registration, bed management, cashier, etc.) and/or EHR work queues specific to patient access. The Senior Patient Access Associate employs effective communication skills, promoting excellent customer service in every interaction, and serves as a resource, trainer and mentor to other team members. This position is also required to adhere to all departments, hospital, governmental and/or any other healthcare licensing agency requirements related to the Emergency Medical Treatment and Labor Act (EMTALA) and the Health Insurance Portability and Accountability Act (HIPAA).EDUCATIONHigh School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)EXPERIENCEFour years of customer service experience to include two years of experience in hospital registrationSKILLS AND ABILITIESDemonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluationsSufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or securityAbility to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principlesAbility to multi-task and flexibility to meet the requirements of the patients and the departmentKnowledge of basic registration/access functions and insurance proceduresAbility to problem solveAbility to remain calm in stressful situations with patience and understandingExcellent customer service and professional communication skillsProficient computer skills and ability to learn and navigate multiple software programsAbility to handle detail work accurately and rapidlyStrong training, leadership and mentoring skillsESSENTIAL FUNCTIONS PEOPLE ESSENTIAL FUNCTIONSPromotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.Communicates openly in a non-judgmental manner and in a professional demeanor during all interactions with customers and co-workers.Serves as a resource and trainer for less experienced and new staff; orients, guides and mentors team members to help build confidence and competency in skills, knowledge and abilities.SERVICE ESSENTIAL FUNCTIONSObtains and records accurate demographic and insurance information on patients by interviewing patients, family members and physicians. Ensures that the correct insurance plan codes are utilized for the billing process.Explains the consent forms, obtains signatures on the forms and responds to any questions in a professional manner.Regularly works in multiple areas (e.g., emergency department registration, main registration, bed management, cashier, etc.) and/or EHR work queues specific to patient access.Contributes to departmental and hospital patient experience. Proactively seeks solutions to address patient issues and concerns. Serves as a second level resource to address elevated registration issues. Alerts management in a timely manner to any unusual and/or difficult situations impacting the level of service.QUALITY/SAFETY ESSENTIAL FUNCTIONSConsistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Uses patient identifiers consistently to properly identify patients and the correct medical records. Refrains from issuing new medical record numbers to patients with existing accounts.Meets goals set by the department (e.g., registration error rate, productivity/activities per hour, etc.).FINANCE ESSENTIAL FUNCTIONSEnsures that ordered services meet established medical necessity criteria when applicable.Collects payments based on pre-determined information. Performs insurance verification to determine patient out of pocket expenses for services. If applicable, offers payment options after the minimum required payment has been received. Fulfills monthly goals for cash collection.Accurately posts and receipts patient payments. Balances cash drawer on a daily basis; follows the department policy related to cash drawers and cash receipting.Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.GROWTH/INNOVATION ESSENTIAL FUNCTIONSDisplays initiative to improve job functions. Demonstrates adaptability and flexibility during changing demands. Offers suggestions to streamline process for efficient patient flow.Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.SUPPLEMENTAL REQUIREMENTSUniform: YesScrubs: NoBusiness professional: YesOther (department approved): YesOn Call* NoMay require travel within the Houston Metropolitan area NoMay require travel outside Houston Metropolitan area No