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).PEOPLE ESSENTIAL FUNCTIONS
Promotes 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 FUNCTIONS
Obtains 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 FUNCTIONS
Consistently 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 FUNCTIONS
Ensures 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 FUNCTIONS
Displays 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.
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.EDUCATION
High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
WORK EXPERIENCE
Four years of customer service experience to include two years of experience in hospital registration
LICENSES AND CERTIFICATIONS - REQUIRED
N/A
KNOWLEDGE, SKILLS, AND ABILITIES
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
Sufficient 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 security
Ability 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 principles
Ability to multi-task and flexibility to meet the requirements of the patients and the department
Knowledge of basic registration/access functions and insurance procedures
Ability to problem solve
Ability to remain calm in stressful situations with patience and understanding
Excellent customer service and professional communication skills
Proficient computer skills and ability to learn and navigate multiple software programs
Ability to handle detail work accurately and rapidly
Strong training, leadership and mentoring skills
SUPPLEMENTAL REQUIREMENTSWORK ATTIRE
Uniform Yes
Scrubs No
Business professional Yes
Other (department approved) Yes
ON-CALLNote that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.
On Call No
TRAVELTravel specifications may vary by department
May require travel within the Houston Metropolitan area No
May require travel outside Houston Metropolitan area No
Company Profile:Houston Methodist Clear Lake Hospital is committed to leading medicine in Clear Lake and surrounding communities by delivering the Houston Methodist standard of exceptional safety, quality, service and innovation. Houston Methodist Clear Lake provides a broad spectrum of adult, pediatric, medical and surgical care. It is an accredited chest pain center and acute stroke-ready designated through DNV. Houston Methodist Clear Lake offers advanced inpatient and outpatient services, including state-of-the-art imaging; childbirth center with a level II neonatal intensive care unit; minimally invasive surgery; cancer center; neurology and spine care; heart and vascular care; bariatric and digestive care; emergency care; primary care; rehabilitation services; and comprehensive orthopedics and sports medicine.Houston Methodist is an equal opportunity employer inclusive of women, minorities, disabled persons and veterans.Equal Employment OpportunityHouston Methodist is an Equal Opportunity Employer.Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.Houston Methodist is an Equal Opportunity Employer.Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.