Patient Access Associate - UnityPoint Health

The Patient Access Associate is responsible for obtaining accurate and thorough demographic and financial information for each patient visit. Ensures that appropriate signatures, financial information and precertification requirements are secured. Screens for benefit eligibility on appropriate accounts. Informs/educates patients that have not been pre-registered of their financial responsibility reviewing deductibles, coinsurance, allowable and copayments. An estimate is developed and reviewed with each patient. Collection process is initiated and posted to the patient’s account.

When these functions are completed with accuracy this process will ensure patient safety through appropriate identification, maximum reimbursement for hospital charges and compliance with all state and federal regulations.

Interacts in a customer focused and compassionate manner to ensure patients and their representative’s needs are met, and that they understand the medical center’s policies for the resolution of patient financial liabilities and the various available payment options.

Why UnityPoint Health? 

• Commitment to our Team – For the third consecutive year, we're proud to be recognized as a Top 150 Place to Work in Healthcare by Becker’s Healthcare for our commitment to our team members.
• Culture – At UnityPoint Health, you matter. Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve.
• Benefits – Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.
• Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.
• Development – We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.
• Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve.

Visit https://dayinthelife.unitypoint.org/ to hear more from our team members about why UnityPoint Health is a great place to work. 

• Accurately and thoroughly collects, analyzes and records demographic, insurance/financial and clinical data in computer system. Ensures information source is appropriate.
• Updates and edits information in computer, ensuring that all fields are populated correctly and appropriately.
• Completes eligibility check and obtain benefits though electronic means or via phone contact with insurance carriers or other agencies.
• Contacts patients/families/physicians to obtain additional demographic/insurance information and update in computer system if needed in order to proceed with verification process.
• Interpret physicians’ hand-carried orders to determine service needs and scans physician orders or verifies that complete and valid orders are on file for each patient.
• Obtains information and completes MSPQ and other payer-specific documents.
• Reviews and explains all registration forms prior to obtaining signatures from patient or appropriate patient representative.
• Explain benefits and request copay, deductible and coinsurance as applicable after developing an estimate applying allowable (based on payer).
• Identifies prearranged payment commitment and follows instructions as outlined by the financial clearance department.
• Completes registration checklist.
• Ensure that all monies collected are posted to the correct patient account and are secure or turned over to appropriate associates/cash posting specialists. Provides receipt of payment.
• Balances cash drawer at the end of each shift to ensure cash, checks and payments made by credit card are accounted for and balance transactions.
• Meets defined / established collection goals of the health system.
• Identifies patients in financial hardship and refer to Patient Financial Coordinators/Certified Application Counselors for charity/financial assistance
• Refers to Cash Posting Specialists requiring payment plans.
• Responsible for maintaining knowledge of EMTALA regulations and following these regulations.
• Remains aware of state (IA) and federal laws in regards to registration processes.
• Ensures each patient’s identification band is correct by asking the patient to review the information and initial the band and then assure it is securely fastened upon completion of this identification process.
• Ensures that medical necessity has been established when scheduled testing doesn’t meet requirements or that the patient signs a waiver of non-covered service prior to testing.
• Notify patients of need for Advanced Beneficiary Notice (ABN) for Medicare.
• Documents on accounts using hospital account note with activity comments to ensure easy account followup.
• Identifies payer requirements for preauthorization. If preauthorization not in place, contact Financial Clearance Department.
• Performs followup visits to patients in nursing areas, ER treatment room or clinical departments to obtain additional registration information, documents and/or signatures. Followup may be performed via phone if appropriate to the situation (making sure a witness is present, if necessary).
• Participates in performance improvement initiatives and demonstrates initiative to improve quality and customer services with a goal to exceed customer expectations.
• Instrumental in training new Patient Access staff.
• Supervise volunteers and interns.
• Thoroughly performs responsibilities of the kiosk Promotor role including but not limited to coordinating and assisting patients for use of the kiosks where applicable
• Adhere to all confidentiality policies and procedures.
• Answers telephone calls promptly and accurately. Takes telephone messages and directs calls in an appropriate and professional manner.
• Retrieves, files photocopies or scans medical correspondence, reports and miscellaneous items, as requested.
• Integrates and demonstrates FOCUS values and Expectations for Personal and Service Excellence to guide professional behaviors, while adhering to the policies and procedures of UPH-DM. Balance team and individual responsibilities; be open and objective to other’s views; give and welcome feedback; contribute to positive team goals; and put the success of the team above own interests.
• Arranges or assists with patient transport as necessary.
• Answers phones and routes calls as necessary.
• Maintains physician not in system master file as instructed and assigned.
• Monitors and maintains multiple work queues as instructed and assigned.
• Monitor tracking system and print orders and transcribe and scan into computer system.
• Work or shifts at any of the 3 campuses (ILH, IMMC, and West) could be a possibility for Patient Access roles

• Refer patients who need financial assistance with their clinic/hospital bills to a Financial Advocate.
• Perform functions other than described due to extenuating circumstances.
• Other duties as assigned.

Education: High School Diploma or equivalent required. Associates Degree or DMACC Patient Access Certificate preferred. Persons interested in enrolling or finding out if they qualify for tuition assistance for this certificate can contact DMACC Workforce Training Academy at 515 697-7710. 

Experience: Prior customer service experience is required.

Preferred experience: Two years of experience in a hospital patient access/patient accounts department, medical office/clinic or insurance company, experience interacting with patients and a working knowledge of third party payers, experience conducting financial conversations requesting payment for services, prior experience with verification and payer benefit and eligibility systems, and knowledge of medical terminology.

License(s)/Certification(s): Valid driver’s license when driving any vehicle for work-related reasons.

Knowledge/Skills/Abilities: Technical aptitude – ability to learn new systems quickly, Data entry, Communication – both written and verbal, Customer/Patient focused, Interpersonal skills, Managing priorities, Multicultural sensitivity, Planning/organizing skills, Problem solving, Professionalism, Teamwork. 

Preferred: Flexibility of schedule, EPIC.