Patient Access Specialist

It starts with heart. That is what you will do each day. As a Patient Access Specialist with the Patient Call Center at Monument Health, you are a trusted resource and valued team member providing compassionate and an exceptional patient experience. You will discover a culture of teamwork, professionalism, mutual respect, andmost importantlya life-changing career. You will make a difference. Every day. The Patient Call Center at Monument Health is not your typical call center. Normally working Monday-Friday 8 am to 5 pm with 95% of your calls being inbound, you will not make one sales call. As a patient advocate, you act as the first point of contact, resulting in 1st call resolution with real-time ability to address patient needs. A Patient Access Specialist will assist in multiple workflows such as triage support, scheduling, pre-registration, message documentation and delivery, and system education for multiple Ambulatory Clinics throughout the Black Hills. Our vision at Monument Health is to be one team, to listen, to be inclusive, and to show we care. To do the right thing. Every time. If you share this philosophy, we hope you'll join us.

Monument Health offers competitive wages and benefits on qualifying positions. Some of those benefits include: supportive work culture, medical, vision and dental coverage, retirement plans, health savings account, and flexible spending account, instant pay is available for qualifying positions, paid time off accrual bank, opportunities for growth and advancement, tuition assistance/reimbursement, and excellent pay differentials on qualifying positions (extra pay for working evening, nights, or weekends) flexible scheduling.

Essential Job Functions:

• Accountable for accurately collecting demographics, confirming patient identity, guarantor assignment, and coverage information and verification from patients or informants including obtaining necessary documents for check-in or admission among various patient settings, utilizing various communication methods (i.e. phone, letters, face-to-face, bedside).
• Assists in achieving the strategic objectives of Monument Health by following Revenue Cycle guidelines. Including participating in quality assurance and improvement activities.
• Demonstrates knowledge of payer information and benefits, including Medicare, Medicaid, and commercial payers as well as third party liability payers.
• Performs point of service collections including prepayments, outstanding balances, co-payment, and co-insurance; daily reconciliation of cash drawer. Provides patients with basic account reconciliation.
• Initiates financial clearance by providing patient with cost estimates for scheduled services. Properly escalates financial clearance needs on behalf of the patient.
• Review and understand authorization and referral records to confirm financial clearance.
• Educates patient and maintains regulatory compliance as required by distributing and/or obtaining required forms and signatures including consents for treatment and financial agreements, ABN/waivers, and other regulatory forms.
• Performs business office duties including incoming phone calls and messages, in-basket messaging, patient communications, intra-departmental communications, scanning/faxes, taxi vouchers, mail distribution, lost and found, safe and valuables, and other duties as assigned.
• Provides service excellence including way-finding, reception. Demonstrates the importance of satisfying the needs of the customer by interacting with him/her in a friendly and caring way, being attentive to both emotional and physical needs. Takes responsibility to maintain communication with the customer in order to provide a secure and pleasant experience throughout the system.
• May obtain referrals and order transcription, as applicable to service area.
• Perform patient scheduling and check-out, including pre-arrival management for upcoming services per protocols within the supported department, managing and monitoring patient wait lists and recall lists appropriately.
• Maintain registration related work queues including ongoing resolution of errors.
• Working knowledge of the electronic medical record: advanced directives, release of information, patient portal proxy forms. Ability to educate patient on the patient basic purpose, and regulations.
• Address account inquires, resolve or escalate inquiries as appropriate.
• In order to provide the highest quality of care to our patients, individuals may be required to work beyond normal scheduled shifts and will be required to comply with Monument Health's Attendance Policy.
• May perform patient movement activities in the electronic medical record.
• May arrange patient transportation and other enabling services.
• Assist clinical care team as needed including providing transport in cooperation with clinical team direction.
• Responsible for attending all mandatory education, compliance, and safety program sessions.
• Required to comply with all current and future policies and procedures and report directly to the supervisor.
• All other duties as assigned.

Additional Requirements:

Preferred: Education - High School Diploma/GED Equivalent

Work Experience - 1+ years Customer Service Experience; 1+ years Patient Relations Experience; 1+ years Medical Patient Accounts/Financial Services Experience

Physical Requirements: Medium work - exerting up to 10 pounds of force constantly (67-100% of the time), and/or up to 25 pounds of force frequently (34-66% of the time), and/or up to 50 pounds of force occasionally (up to 33% of the time), and/or up to 50 pounds seldomly to move objects. Possible exposure to blood, bodily fluids, or tissues. Requires the ability to work designated shift lengths (including 8 and 12 hours), which may include night shifts or occasional irregular hours.

Job Category: Revenue Cycle

Job Family: Registration and Scheduling

Shift: Employee Type: Regular