Patient Access Representative-ER-FT-Varied Shifts

Position Title: Patient Access Representative      Position Code: PtAccessRp-____
Department: Patient Access               Safety Sensitive:    ☒  Yes   ☐  No
Reports to: Patient Access Manager            Exempt Status:    ☐  Yes   ☒  No   
                  
Position Purpose:
All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI’s vision to be among the kindest, highest quality health systems in the country.
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At the direction of management, completes the registration process for patients.  This includes verification of benefits, discharge of patients, collection of copays or payments, balancing of accounts, and general data entry.

Key Responsibilities 
□  PAR:
Customer Service and Patient Satisfaction
•   Provides excellent customer service, contributes to the overall satisfaction of the patient experience, and adheres to the Behavioral Expectations Agreement.
•   Promptly fields and/or directs incoming calls; responds to patient and/or staff inquiries.
•   Refers patient accounts to financial counselors when further explanation/education is needed (denied authorizations, out-of-pocket liabilities, coverage options, payment plans, etc.).
•   Consistently demonstrates a willingness to assist co-workers to support department efficiency and to support positive customer feedback goals. 
•   Participates in on-going process improvement activities for the team.
•   Floats to other work areas, as requested, and regularly works nights, weekends, holidays, and extended hours when needed.
Registration/Admitting/Discharge of Patients
•   Demonstrates ability to preregister, register, schedule, reschedule, and discharge patients according to the defined guidelines. 
o   Enters new patient data and/or verifies patient records are up to date, confirms the completeness of the electronic health record (EHR) and makes changes as necessary. 
o   Verifies insurance eligibility and benefits within a timeframe determined by KHI.
o   Obtains pre-authorizations from third-party payers in accordance with payer requirements, when needed.
o   Ensures identified information are complete and scanned into patients’ electronic health record (EHR) (insurance cards, photo ID’s, physician orders, and other admission documents. 
o   Obtains signatures on all required forms.
o   Demonstrates ability to manage co-payments, deductibles, allowances, etc. as instructed.
Patient Processing
•   Accurately balances daily cash to include completion of daily cash log, bank deposit slip, and daily reports to Patient Financial Services.
•   Accurately utilizes insurance eligibility/audit tools and report/correct variances within the EMR.
•   Quality performance scores must meet defined goals. 
•   Verifies insurance eligibility and benefits within a timeframe determined by KHI and obtains pre-authorizations from third-party payers in accordance with payer requirements.
•   Collects upfront co-pays, deductible and coins securing deposits on self-pay and high accounts. 
•   Regularly works nights, weekends, holidays, and extended hours when needed.
□  Lead PAR:
•   Meets all PAR requirements.
•   Provides day to day leadership and supervision of PAR team members, trains and orients new hire PAR’s, and works with Supervisors to provide continuous training of existing staff.
•   Performs QA audits of registrations, works account checks, and responds to account denials.
•   Assists with the scheduling of staff to ensure appropriate coverage.
•   Participates in the interviews for hiring new staff within the unit, as well as providing feedback to the PAR supervisors for performance evaluations.
•   Identifies, supports, and manages process improvement initiatives for the team.
•   Collaborates with management to assist in the day-to-day operations of the team.

Qualifications 
•   Demonstrates ability to multitask, prioritize appropriately, and management time efficiently.
•   Effective oral and interpersonal communication skills. 
•   Demonstrates ability to utilize a variety of technological resources (phone, computer hardware, various software programs, fax, scanner)
Education: High School Diploma or equivalent
Experience: 
□   PAR: Minimum of 1 year of experience working in a customer service position and/or office setting
□   Lead PAR: Minimum of 1 year of registration or billing experience in a healthcare setting 
Certification: 

American Heart Association BLS

The following Departments/Clinics also require DPS Level 1 Fingerprint Clearance Card:

• 8050 Resident Clinic
• 6601 Joshua Tree Pediatrics
• 6616 Urgent Care
• 6600 Mountain Shadow Primary Care
• 6605 Golden Valley Medical Center
• 8110 Patient Access
• 6504 Physician Services Float Pool

Preferences [Preferred attributes for the position which are not absolutely required in the minimum qualifications (i.e., multi-lingual, master’s degree)]
Previous experience in healthcare registration, scheduling, and/or authorizations

Special Position Requirements [Optional section: any travel, security, risk, hazard or related special conditions which apply to the position]
Exposure Category II: Expected duties have possible, but not routine, potential for exposure to blood, body fluids or tissues.

Work Requirements [Optional section: work requirements for physical or other important issues which relate to the job] 
Able to reach above and below shoulder level, lift, bend, kneel, squat, stand, walk, and sit for the full scheduled shift.
Able to use telephone and computer software and hardware for most of the shift (90% of the day).

ACKNOWLEDGEMENT: 
This job description applies to all KHI facilities and is representative of the essential job duties this position will perform. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

                                             
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Date Staff Position Description Created / Revised: 6/28/2019; 7/1/2019; 9/10/2019; 2/20/2024; 7/16/2025