Patient Access Rep - Behavioral Health

Through patient interviews and using the EMR, this position will capture Critical Data Elements (CDE’s) to ensure program’s ability to meet identified needs and facilitate admission into treatment. This non-clinical healthcare professional is responsible for obtaining accurate patient registration information, including but not limited to demographic and financial information, while working in a fast-paced, clinical environment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Accurately obtains and processes patient demographic, insurance, and medical information. Correctly identifies and registers patient into the Master Patient Index. Acts appropriately on Real Time Insurance eligibility messages, including adding, removing, correcting and terminating coverages. Maintains empathy and professionalism during registration interviews and while providing patient with the necessary regulatory information.

2. Identifies insurance verification issues and takes necessary steps to resolve them and/or inform patients of options

3. Courteously and professionally answers and returns admission-related calls and completes the EPIC encounter, to include gathering sufficient history of substance use and obtaining insurance policy details. Provides warm and friendly greeting to patients and their families/visitors.

4. Consults with the Pathways Patient Treatment Advocate regarding bed availability and maintains a working knowledge of the treatment wait list.

5. Schedules appropriate Pathways appointments in a timely manner based on American Society of Addiction Medicine (ASAM) criteria.

6. Demonstrated ability to apply technical knowledge in multiple systems, including but not limited to EMR-based applications, administrative applications and necessary online applications.

7. Manages assigned EPIC work Queues.

8. Independently prioritizes PAR workflow to meet standards for performance and productivity within department deadlines. Maintains a thorough understanding of downtime procedures and effectively demonstrates the ability to perform job functions during such conditions.

9. Assists with the training and orientation of new staff, as needed, and under the direction of the BH Admissions Manager.

10. Clearly and professionally communicates to internal and external customers including (but not limited to), referral sources, clinical staff, coworkers, and administration. Works collaboratively with and under the direction of the charge nurse.

McNew Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Accurately obtains and processes patient demographic, insurance, and medical information. Correctly identifies and registers patient into the Master Patient Index. Acts appropriately on Real Time Insurance eligibility messages, including adding, removing, correcting, and terminating coverages. Provides patients with the necessary regulatory information.
2. Demonstrated ability to apply technical knowledge in multiple systems, including but not limited to Epic-based applications, administrative applications and necessary online applications
3. Manages assigned EPIC work queues.
4. Independently prioritizes PAR workflow to meet standards for performance and productivity within departmental deadlines.
5. Maintains a thorough understanding of downtime procedures and effectively demonstrates the ability to perform job functions during such conditions.
6. Adheres to the compliance policies of the department and organization. Maintains knowledge of departmental issues and hospital-wide change, by attending meetingsand in-services, and by keeping abreast of all appropriate written and electronic emails provided to the employee.
7. Assists with the training and orientation of new staff, as needed, and under the direction of the Manager.
8. Identifies insurance verification issues and takes necessary steps to resolve them and/or inform patients of options.
9. Answers the phone courteously and professionally, responding to inquiries and referring calls, as appropriate. Provides warm and friendly greetings to patient and their families/visitors, upon arrival. Maintains empathy and professionalism during registration interviews and while providing regulatory information and notices.
10. Clearly and professionally communicates to internal and external customers, including (but not limited to), clinical staff, coworkers, administration, and other outside departmental staff. Works collaboratively with and under the direction of the assigned shift coordinator.

Behavioral Health Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Accurately obtains and processes patient demographic, insurance, and medical information. Correctly identifies and registers patient into the Master Patient Index. Acts appropriately on Real Time Insurance eligibility messages, including adding, removing, correcting, and terminating coverages. Provides patients with the necessary regulatory information.
2. Demonstrated ability to apply technical knowledge in multiple systems, including but not limited to Epic-based applications, administrative applications and necessary online applications
3. Manages assigned EPIC work queues.
4. Independently prioritizes PAR workflow to meet standards for performance and productivity within departmental deadlines.
5. Maintains a thorough understanding of downtime procedures and effectively demonstrates the ability to perform job functions during such conditions.
6. Adheres to the compliance policies of the department and organization. Maintains knowledge of departmental issues and hospital-wide change, by attending meetings and in-services, and by keeping abreast of all appropriate written and electronic emails provided to the employee.
7. Assists with the training and orientation of new staff, as needed, and under the direction of the Manager.
8. Identifies insurance verification issues and takes necessary steps to resolve them and/or inform patients of options.
9. Answers the phone courteously and professionally, responding to inquiries and referring calls, as appropriate. Provides warm and friendly greetings to patient and their families/visitors, upon arrival. Maintains empathy and professionalism during registration interviews and while providing regulatory information and notices.
10. Clearly and professionally communicates to internal and external customers, including (but not limited to), clinical staff, coworkers, administration, and other outside departmental staff. Works collaboratively with and under the direction of the assigned shift coordinator.

Required Minimum Education. The minimum level of education for this position includes:

· High School diploma or equivalent required.

· College course work toward an AA or BS degree in the Behavioral Health Field or two years recovery oriented sobriety preferred.

Required Minimum Experience:

• One year experience providing service in a health care setting, preferably behavioral health.
• Experience with patient registration and scheduling in a fast-paced, team oriented setting preferred.
• Excellent customer service and communication skills and innovative handling of difficult customers and diverse populations.
• Current Crisis Prevention Intervention (CPI) Certification or obtained within 90 days of hire
• Current American Health Association Health Care Provider Basic Life Support (BLS) Certification or obtained within 90 days of hire

· 35 wpm typing/word processing skills required

· Compassionate and non-judgemental communication skills

· Beginning knowledge of American Society of Addiction Medicine (ASAM) dimensions and criteria

Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

There is reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.