POSITION TITLE: Patient Access Representative I I (Front Office)
DEPARTMENT: Patient Access
REPORTS TO: Patient Access Supervisor
SUPERVISION GIVEN: None
Location: Napa, CA
JOB SUMMARY: The Patient Access Representative I (Front desk) at OLE Health in Napa, Ca is responsible for greeting patients in person or on the phone and driving a positive patient customer service experience. The Patient Access Representative will maintain a safe and clean reception area by complying with procedures, rules, and regulations and will also be responsible for maintaining continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
KNOWLEDGE OF WORK
| Ability to work at multiple sites as needed and perform all necessary tasks |
| Knowledge of programs, insurances and access, eligibility guidelines and applications (including Medi-cal, CDP, CHDP, CPSP, Presumptive Eligibility, Family Pact, Sliding Scale) |
| Ability to recognize problems, collect data, and establish facts |
| Able and sensitive to the needs and situations of multi-cultural populations from a variety of income levels |
| Knowledge of customer service best practices |
| Ability to work in a fast-paced environment and multitask |
DUTIES AND RESPONSIBILITIES
| Creates and updates computerized patient records in the electronic health records system |
| Schedule appointments as needed, according to policies and guidelines |
| Capture patient demographic information, insurance information, structured data into Electronic Health Records with each patient encounter, scan all forms into Electronic Health Records as applicable and appropriately change check in status |
| Verify insurance eligibility through proper insurance variation systems and updating payor codes |
| Ensure required forms are completed and signed; provide assistance to patients in completion of applicable forms |
| Collect and post co pays, payments, existing balances, and provide necessary receipts |
| Reconcile monies with day sheet detail report and ensures safe keeping of all cash, checks and credit cards transactions received |
| Prompt follow up of telephone encounters/actions |
| Open incoming mail and process or direct as appropriate. Review and distribute incoming faxes, rerouting if necessary (at some locations) |
| Keep log of all patients given Presumptive Eligibility and submit to State on a weekly basis (Perinatal Services only) |
| Follow managed care procedures, as applicable to obtain authorization for services in order to ensure payment and reduce denials. |
| Attends routine department meetings, in service trainings, and other meetings as required to maintain professional growth and comply with the organization policy |
| Verify accuracy of information, obtain necessary consents, and documentation on all patients upon registration and scheduling. |
| Responsible for greeting patients professionally on the phone or in person and driving a positive and personal patient/customer service experience. |
| Provide assistance during training of the new staff. |
| Perform other duties as assigned |
EDUCATION, EXPERIENCE, TRAINING
- High School Diploma or General Education Degree required.
- Bilingual (English/Spanish) required; written and verbal.
- Entry level position; one year of experience in a healthcare setting preferred.
- Strong analytical and problem-solving skills and attention to detail required.
- Must certify and remain current in CPR certification.
- Data entry skills, Microsoft Office, and Electronic Health Record system preferred.
- Valid Driver’s license required.