Job Summary

Greet and register all patients who present themselves for Emergency Care Services. Obtains all necessary demographic and financial information to complete the registration process to ensure legal and accurate billing and medical record input. Completes medical record and all appropriate signatures and consents. The Patient Access Representative in the Emergency Department does bedside registrations requiring exposure to patient at bedside and requiring long periods of time on their feet.

Minimum Qualifications

• Minimum Education: High School Diploma or Equivalent
• Minimum Years of Experience: None
• Substitutable Education & Experience: None
• Required Certifications/Licensure: None
• Required Training: Experience with personal computers (PC’s); Familiar with medical terminology and billing; Demonstrates ability and willingness to adapt to special circumstances such as patient emergencies, disasters, and/or staffing issues.

Essential Functions

• Obtains and verifies demographic and financial information to ensure the accuracy of the patient’s Medical Record and collects and accurately reports Point of Service Collections.
• Arrives patients that present to Emergency Department under the correct Electronic Health Record.
• Interviews patients and/or their representatives to obtain demographic and financial information at the bedside in the Emergency Department. This requires the representative to stand for long periods and to bend and stoop to plug in their Flow cart.
• In certain circumstances, the Patient Access representative in the Emergency Department may need to arrive patients in the EHR. This requires attention to detail to ensure correct patient record has been selected to document HER.
• Responsible for obtaining proper consent on adults as well as minors.
• Responsible for obtaining necessary signatures for registration as required.
• Responsible for obtaining copies/scanning of picture ID (if available) and insurance cards.
• Responsible for the assigned zone(s) until properly relieved. This may mean staying after their assigned shift until relief is obtained.
• Communicates face-to-face and by way of phone with patients and patients’ representatives as needed.
• Obtains Workers Compensation information at the time registration and verify as needed.
• Responsible for having an understanding and working knowledge of the policy and procedures regarding collection of insurance data.
• Professional in appearance, communications, and knowledge.
• Accepts chain of command, supervision and constructive criticism.
• Speaks positively about LMC, the department, other employees and guests.
• Contributes to teamwork and creates harmonious relationships with others. Displays positive attitude toward job, duties and assigned tasks.
• Discourages gossip and treats others as they wish to be treated.
• Receives incoming phone calls. Route calls appropriately or take detailed legible messages when necessary.
• Maintains professional communications with all departments within the Lexington Medical Center community as needed.
• Attends monthly department meetings. When unable to attend due to work flow, meeting minutes by way of e-mail are to be read, signed, and sent back to Supervisor an acknowledgement of understanding.
• Performs all other appropriate activities as directed by Management Team as necessary to meet patient’s needs and to achieve the required departmental and organizational outcomes. Utilizes the Service Recovery Process to resolve complaints.
• Documents all situations that arise out of the ordinary.

Duties & Responsibilities

• Performs all other duties as assigned by authorized personnel or as required and meets assigned time frame.
• Possesses knowledge of how to secure translators for patients or other parties requiring assistance.
• Maintains an optimistic and professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers. Shows courtesy, compassion, and respect. Conforms to service expectations and “House Rules” as communicated by your immediate Supervisor.
• Demonstrates appropriate communication of information to all ages and responds to all customers/patients requests/needs, i.e., hard of hearing, etc. Possesses the ability to appropriately prioritize and perform multiple tasks at one time, as well as modifying plans and approaches based on changing situations, needs and follows through to achieve final resolution.
• Must project a pleasant, professional appearance and alert attitude that reflects the goals of the Service Excellence and Corporate Compliance policies.
• Ability to work independently or in conjunction with nursing or other personnel to serve the needs of the patient, their families, and/or their representatives.
• Possesses and exhibits appropriate interviewing, communication and negotiation skills, including the ability to listen, communicate non-verbally as appropriate and to positively/appropriately influence others.
• Must work closely with Emergency Department Clinical during disaster team drills and enactments. Must be available to quickly respond to disaster codes and appropriately carry out duties.