Patient Access Representative - Emergency Department - Full Time - Day shift - 12 hour rotating shifts with every other weekend required.

About us: For the past 85 years, Stephens County Hospital has been a trusted name in the community, striving for excellence and delivering professional and compassionate care. Our dedicated staff of approximately 475 employees has a heart for healthcare and realizes how precious the gift of good health can be.

Stephens County Hospital is a 96-bed acute care hospital located in Toccoa, Georgia. We are nestled in the beautiful foothills of Northeast Georgia where our family-oriented community offers many cultural and civic opportunities as well as numerous outdoor activities.

Stephens County Hospital is a member of the Georgia Hospital Association, American Hospital Association and Georgia Alliance of Community Hospitals. Stephens County Hospital is fully accredited by the Joint Commission, the nation's premier healthcare monitoring agency.

Patient Access Representative - Emergency Department - Full Time - Day shift - 12 hour rotating shifts with every other weekend required.

Education:

High school graduate or equivalent preferred.

Experience:

Previous switchboard or registration experience with understanding of medical terminology preferred.

Basic knowledge of CRT Operation.

Ability to type 40 words per minute with accuracy.

Duties and Responsibilities

• Provides exceptional customer service to patients which establishes a positive first impression of Stephens County Hospital. Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations.
• Exceed all patient requests and alert Patient Financial Services Manager of issues or concerns that require escalation.
• Correctly identifies all patient demographic information during registration to obtain current and accurate information and complete all registration fields.
• Verifies & scans patients insurance eligibility & benefits into patients account.
• Collects patient copayments, any amounts owed. Post payments in the computer system and generate appropriate patient receipts.
• Overviews registrations and corrects any errors found after the primary registration is done.
• Audits departmental accounts during downtime.
• Assured accounts are registered with a minimum of 95% accuracy. .
• Obtains all signatures for appropriate forms.
• Notes any missing information due to incomplete registration fields or missing information. Also notes patient accounts with any discussions or concerns regarding the patient's visit.
• Maintains and completes Registration department Productivity Sheets daily.
• Maintains productivity sheet of unfinished registration to ensure all is completed the same day if possible, but no later than the following day.
• Confirms publicity levels on inpatient.
• Interacts with various hospital departments and physician's offices to effectively schedule and direct patients through the SCH systems in a patient/customer friendly manner.
• Provides training to new staff and attends educational meetings as needed.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Completes all other duties assigned by Patient Financial Services Manager or Patient Access Team Lead.
• Cross-training between various departments will take place to ensure coverage.
• Uses effective service recovery skills to solve problems or service breakdowns when they occur. Utilizes department and hospital policies and procedures to complete assigned tasks.
• Obtains chief complaint and calls ER nurse to advise that patient has arrived; if no response is made to call, notifies the nursing station of all ER patients.
• Ensures ER patients have been temp registered at the time of arrival, as quickly as possible with no delays.
• Presents Privacy Notice to patients on initial visit and is able to competently explain purpose.
• Understands and Abides by Emtala rules.
• Understands and Abides by HIPAA.
• Presents definition of Advanced Directives and offers educational materials to all patients registered for inpatient care and surgical procedures.
• Ensures that completed Advanced Directive is placed in the medical record.
• Tallies and balances cash drawers at the beginning and end of shifts in the ER area with witness of coworkers signature.
• Takes previous day deposits with receipts to the Cashier on all Monday through Friday shifts by 8 AM.
• Registers pre-admits with expected admit date as soon as:
  • Order & Forms are received from patients.
  • Notified by the physician's office.
• Gives outpatients directions to ancillary departments; offers assistance i.e. transportation if needed.
• Submits any information that is not completed to the Patient Financial Services Manager or Patient Access Team Lead for review.

PBX Operator/Switchboard

• Performs switchboard functions as needed.
• Ensures that all calls are answered timely, courteously and in a professional manner.
• Ensures that callers are directed to the correct extension.
• Utilizes overhead address system for approved circumstances such as for necessary staff members and approved announcements.
• Initiates emergency communication procedures for various code situations.

1. Code Blue
2. Code Red
3. Code Triage
4. Code Triage Standby
5. Code Gray
6. Code Adam
7. Code H
8. Code Orange
9. Code Weather Alert
10. Code Walker
11. Code Silver
12. Stroke Alert
13. Stroke Alert STAT
14. Bomb Threat

• For Codes A- M: Pages three times when call is received and beeps appropriate personnel.
• Clears Code Reds once call are received from Safety Committee by paging clearly three times.
• For Code N: Notifies Administrator or designated representative on all Bomb Threats and awaits further instructions.

AGE SPECIFIC COMPETENCIES

The Patient Access Representative is also responsible for patients of the following age groups:

Pediatric (>Newborn to 11 Years) Senior Adult (60 to 74 Years)

Adolescent (12 to 18 Years) Geriatric (75 Years and Older)

Adult (19 to 59 Years)

Pediatric (> Newborn to 11 Years)

• Demonstrates knowledge of legal restrictions related to registration and treatment of minors.
• Maintains a safe environment for patients.
• Identifies learning barriers and needs of parent/caregiver in relation to the registration process.

Adolescent (12 to 18 Years)

• Demonstrates knowledge of legal restrictions related to registration and treatment of minors and young adults.
• Demonstrates awareness of privacy issues.
• Explains the registration process in terms easily understood by patients and caregivers.
• Demonstrates awareness of this population's increasing control and autonomy over self.

Adult (19 to 59 Years)

• Demonstrates ability to adapt communication according to the individual's level of education and understanding.
• Demonstrates understanding of economic concerns and stress related to injury and disease.
• Demonstrates ability to handle controversy in a tactful and productive manner.
• Demonstrates understanding of patient confidentiality issues related to various payor situations.
• Recognizes and adapts to cultural factors related to the registration process including patient literacy.

Senior Adult (60 to 74 Years)

• Explains the registration process in a manner that is easily understood by the patient and or caregiver.
• Allows time to answer questions related to insurance coverage and billing effectively.
• Adapts the registration procedure in accordance with any physical limitation demonstrated by the patient.
• Recognizes and adapts to cultural factors related to the registration process including patient literacy.

Geriatric (75 Years and Older)

• Explains the registration process in a manner that is easily understood by the patient and or caregiver.
• Allows time for patients to "process" information and give responses or ask questions.
• Answers questions related to insurance coverage and billing effectively.
• Adapts the registration procedure in accordance with any physical limitations demonstrated by the patient.
• Recognizes and adapts to cultural factors related to the registration process including patient literacy.

Knowledge, Skills, and Abilities

• Ability to compile, code and categorize, or verify information/data
• Strong organizational and interpersonal skills
• Ability to determine appropriate course of action in more complex situation
• Ability to work independently, exercise creativity, and maintain a positive attitude
• Ability to manage multiple and simultaneous responsibilities and to prioritize scheduling of work
• Ability to maintain confidentiality of all medical, financial, and legal information
• Ability to complete work assignments accurately and in a timely manner
• Ability to communicate effectively, with excellent verbal and written communication skills

Non-Essential Functions

• Perform other duties as assigned or requested.

Professional Requirements

• Adhere to dress code, appearance is neat and clean.
• Complete annual education requirements. Comply with all organizational policies and standards regarding ethical business practices.
• Maintain patient confidentiality at all times.
• Report to work on time and as scheduled.
• Wear identification while on duty.
• Maintain regulatory requirements, including all state, federal and local regulations.
• Represent the organization in a positive and professional manner at all times.
• Participate in performance improvement and continuous quality improvement activities.
• Attend regular staff meetings and in-services as needed.

Physical Requirements and Environmental Conditions

• May need to sit for up to 2-6 hours at a time
• Physically demanding, high-stress environment
• May be up walking on feet up to 8 hours per day
• Must be able to push computer on wheels for beside registration
• Have near normal hearing - able to hear alarms/telephone/normal speaking voice/ webinars
• Have near normal vision - clarity of vision (both near and far) either corrected on non-corrected, ability to distinguish colors
• Have good manual dexterity and eye-hand-foot coordination
• Standing - continuously within the shift (67-100%)
• Walking - continuously within the shift (67-100%)
• Climbing - occasionally within the shift (1-33%)
• Bending/stooping - frequently within the shift (34-66%)
• Twist at the waist - occasionally with the shift (1-33%)
• Pushing/pulling - frequently within the shift (34-66%)
• Lift/carry - 20lbs with assistance - occasionally within the shift (1-33%)
• Reaching above the shoulders - frequently within the shift (34-67%)
• Lift/carry - 50lbs with assistance - occasionally within the shift (1-33%).

Stephens County Hospital is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, age, pregnancy, marital status, national origin, citizenship status, disability, military status, sexual orientation, genetic predisposition, carrier status or any other legally protected status