Patient Access Representative

About This Role

This night-shift post on the cardiac ward pairs patient care with mentoring new nurses. The Patient Access Representative is often the first point of contact for patients, representing Mercy with the highest standard of customer service and compassion. This role facilitates all components of a patient's entrance into any Mercy facility, including scheduling, registration, benefit verification, pre-certification, and financial clearance.

Responsibilities

• Represent Mercy with the highest standard of customer service and compassion
• Perform all duties consistent with Mercy's mission, values, and service standards
• Facilitate all components of the patient's entrance into any Mercy facility
• Schedule, register, verify benefits, pre-certify, and financially clear patients, including pre-visit collection
• Ensure the most accurate patient data is obtained and populated into the patient record
• Maintain knowledge and competence with insurance carriers, Medicare guidelines, and federal, state, and accreditation agencies
• Communicate applicable financial responsibility
• Request payment
• Explain available payment options and financial assistance resources
• Accurately document the outcome of each required financial conversation
• Discuss patient financial responsibility, outstanding balances, payment options, and financial assistance resources with confidence, professionalism, empathy, and accountability
• Respond appropriately to patient questions or concerns
• Explain available financial resources
• Complete required referrals
• Consistently follow and document established patient financial engagement and collection workflows

Requirements

• 1-3 years clerical experience and customer service experience preferred
• Experience with medical terminology and insurance plans preferred
• High School diploma required; some college helpful
• Ability to communicate effectively both orally and in writing
• Excellent telephone etiquette required
• Ability to establish and maintain positive working relationships with patients, physicians, clinical and non-clinical hospital staff, and insurance companies
• Strong organizational skills
• Attention to detail
• Ability to work under stress, meet deadlines, and perform all daily assignments with a high level of accuracy
• Knowledgeable and experienced with various computer systems
• Ability to use a 10-key calculator and computer keyboard

Benefits

• Medical, dental, and vision coverage
• Paid time off