HOSPITAL ACCESS REPRESENTATIVE

This position provides quality patient registration/admission services for an extremely hectic 24/7
department in the Admitting/Registration office. The department serves admissions into the hospital
and hospital based, ancillary testing, Same Day Surgery/Preadmission testing, Emergency Department
and Heart & Vascular testing accounting for over 52,000 visits, 43,000 walk-ins and over 23,000
discharges. This individual greets patients, completes the registration in one of four areas of the
department. The representative also responds to various inquiries from physicians, nurses, internal
staff, patients and visitors. The Hospital Access Representative must have knowledge of insurance
coverage and the patient access regulations on our contracted plans. This individual is responsible for
securing complete and accurate demographic and coverage information and is the source for all hospital
and physician billing. The Hospital Access Representative must display service oriented, compassionate
and professional behavior. This individual must adhere to HIPPA compliance and ensure that all patient
information is securely obtained and protected. The Hospital Access Representative is an entry level
position and upon mastering one of the above areas of Registration is cross trained to another and
upgrade to a Registration Specialist.

This position provides quality patient registration/admission services for an extremely hectic 24/7
department in the Admitting/Registration office. The department serves admissions into the hospital
and hospital based, ancillary testing, Same Day Surgery/Preadmission testing, Emergency Department and Heart & Vascular testing accounting for over 52,000 visits, 43,000 walk-ins and over 23,000 discharges. This individual greets patients, completes the registration in one of four areas of the department. The representative also responds to various inquiries from physicians, nurses, internal staff, patients and visitors. The Hospital Access Representative must have knowledge of insurance
coverage and the patient access regulations on our contracted plans. This individual is responsible for securing complete and accurate demographic and coverage information and is the source for all hospital and physician billing. The Hospital Access Representative must display service oriented, compassionate and professional behavior. This individual must adhere to HIPPA compliance and ensure that all patient information is securely obtained and protected. The Hospital Access Representative is an entry level position and upon mastering one of the above areas of Registration is cross trained to another and upgrade to a Registration Specialist.

Understands the various insurances and obtain referral forms and/or

contacts HMO/PCP as appropriate to ensure that all pre-certification

requirements are met for outpatient and emergency department visits as

well as for admissions. This function includes performing all on line

admission notifications to eliminate notification denials.

Demonstrates knowledge and understanding of the hospital’s mission

and values, regulatory compliance requirements, payor requirements,

HIPPA Privacy, the revenue cycle process and hospital policies through

conduct and behavior.

Appropriately educates and informs patients of their insurance coverage,

of hospital policies that govern the revenue cycle and the amount owed

by the patient. Generates receipts for other point of service payments

and maintains necessary records of transactions.

Transcribes accurate bed reservation information phoned into the

department from physicians or their designate, including the admitting

diagnosis, scheduled procedure and type of bed needed, and the

Admitting/Attending physician. Understands the death certificate and

release of body process to accurately assist physicians in completing said

certificates. Attends monthly in-services for ongoing governmental, insurance and

departmental changes.

Using AIDET skills, representative monitors patient waiting areas to

ensure all patients are registered and provided updates on next steps

and/or delays. Ensures that area is clean and organized. Answers patient

questions in a professional and courteous manner. Uses service

excellence toolbox for service recovery. Answers calls within 3 rings.

Handles all calls coming into any location in the department and if

unfamiliar with question, will seek out the answer for the caller.

Collects and analyzes demographic, insurance, guarantor, reason for

visit, and other pertinent workflow specific data from

patients/representatives to assure registration accuracy is maintained for

all outpatient visits, Emergency Department visits and/or admissions.

Performs registration functions consistent with Federal, State, and Local

regulatory agency and insurance payor requirements, organization

policies and procedures; including HIPPA privacy, security regulations

and Joint Commission. Consistently maintains registration accuracy rate

at or above department standard in performance of registration duties.

Completes workqueus in all areas of registration for high dollar exams

and surgeries, again ensuring all demographic and insurance information

is accurate for the authorization by the precert area.

Understands the ED workflow arrival and update, the P&P for the ED in

regards to DCFS approval, the use of institutional guarantors, collection

of co-pays, precertification, etc. Representative in course of registrations

uses a WOW for registration and does push patients in wheelchairs from

waiting room to treatment area.

Minimum Education:

Required: High School Diploma

Preferred: High School Diploma plus training acquired through work experience or education

Minimum Experience:

Preferred: 1-2 years of previous job-related experience

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.