Patient Access Rep FT Shift 2 - Switchboard - Oswego Health

Job Title: Patient Access Representative Communications/Switchboard

Department: Registration

Reports to: Patient Access Manager Revision Date: 9/16/2023

Grade Level: 14 Status: Non-Exempt

Job Summary:

The Patient Access Representative is responsible for obtaining accurate and complete patient data, providing baseline information to hospital units, physicians, A/R, Medical Records, and ensuring that patients are billed promptly and accurately. Ensures compliance of admission and discharge practices established by regulating agencies and third-party payers. Ensures compliance with departmental and organizational policy and procedures. Other duties include completing assigned projects obtaining patient payments at the time of service.

Duties/Responsibilities:

• Interview patient and/or guarantor to obtain and process accurate and complete patient information. Obtain appropriate signatures on required forms.
• Receive notices of admission/service requisition from physicians and other health care providers. Record pertinent data for admission use. Apply required codes in designated fields.
• Provide patients with required notices, not limited to Health Care Proxy and Patient Bill of Rights.
• Perform third party verification and payer eligibility requirements.
• Maintain knowledge of third party insurance.
• Follow Oswego Hospital Credit and Collection policy. Receive cash payments, apply transactions and discounts as appropriate. Forward cash receipts to cashier daily.
• Complete daily, weekly, monthly tasks in a timely manner, inclusive of but not limited to mail, filing, and other finance support activities.
• Complete all department documentation accurately as assigned.
• Assume responsibility for reading and comprehending all posted minutes and memos.
• Routinely use policy and procedure manuals and other reference materials as necessary to ensure the proper course of action.
• Process communications via telephone, pagers, public-address system.
• Immediately notify supervisor(s) and key personnel of emergency situations; respond to emergent situations as per protocol, including but not limited to: Fire Panel, Emergency response for all depts., Patient Code emergencies, Child abduction, Oxygen Levels, Rapid Responses and other 911 or emergent needs
• Routinely answer hospital incoming calls; process busy signal and no answer calls by further screening, alternate extension, paging or messaging as required.
• Demonstrate responsibility for activating pager and verbal pages. Remain calm and alert.
• Receive visitors, provide information and assistance.
• Demonstrate a thorough knowledge of telephone console and working parts.
• Promptly report any malfunction or variance of mechanical operation for repair service, quickly notify the supervisor, and document all pertinent information.
• Maintain an accurate and current file of hospital personnel and departments by name and extension number as well as regional hospitals and emergency services.
• Maintain current census records.
• Maintain adequate stock of patient chart, as well as department stock and supplies.
• Process all external and internal office mail.
• Process death procedures per policy.
• Maintain a positive team working culture.
• Understand and perform all admission processes to accommodate after hours and weekend patient admissions and other off hours needs as required.
• Perform other duties as assigned.

Required Skills/Abilities (Unit Specific):

• Skilled in PC/CRT data entry.
• Excellent written and verbal communication skills, organizational and time-management skills.
• Excellent service-oriented interpersonal skills; strong active listening ability.
• Proficient in standard computer programs, including Microsoft Office Suite.
• Knowledge of medical terminology and/or 3rd party Insurance process preferred

Education and Experience:

• High school diploma or GED required.
• 1 year experience in a medical office setting preferred.
• Experience in customer service preferred.

Working Conditions:

• Must be able to work alternate weekends and holidays with rotating shifts.
• Position requires working as needed at any of the Patient Access sites including: Hospital switchboard, Admitting, BHS, HSC, ED and Urgent Care.
• Requires extended periods of sitting and using computers.
• Ability to perform light lifting (up to 15 pounds) using proper body mechanics.
• Occasionally requires assembling, using, checking and maintaining equipment.
• Actively participates in cross-training, Quality Assessment programs, CQI, in-service programs, and mandatory classes; completes department specific requirements/competencies. Accepts assignments to other departments as assigned.
• Complies with DOH requirements for annual health assessments and required immunizations

Pay Range; $15.95-$19.14/hr

Employee salary is based on commensurate experience and other qualifications.

The mission of Oswego Health is to provide accessible, quality care and improve the health of residents throughout Oswego County. As a nonprofit healthcare system that was established in 1881, Oswego Health is proud to continue to be one of Oswego County’s largest employers. More than 1,200 employees spread throughout its 17 locations, work for the Oswego Health system, which includes the 164-bed community hospital with a brand new Medical Surgical Unit, a 32-bed state-of-the-art psychiatric acute-care facility with multiple outpatient behavioral health service locations, The Manor at Seneca Hill, a 120-bed skilled nursing facility, and Springside at Seneca Hill, an independent retirement community. The health system also operates Oswego Health Home Care, the only hospital-based certified home healthcare agency in the County as well as two outpatient centers, including the Fulton Medical Center, offering urgent care, lab, medical imaging, physical therapy, and occupational health services; and the Central Square Medical Center, offering urgent care, lab, medical imaging, and physical therapy services. In addition, Oswego Health includes the Oswego Health captive professional corporation, Physician Care P.C., providing physician services in orthopedics, cardiology, ENT, gastroenterology, breast care, audiology, general surgery, bariatrics, and primary care.

EQUAL EMPLOYMENT OPPORTUNITY

Oswego Health is committed to providing equal opportunity in all employment-related matters, without regard to race (including traits historically associated with race), creed, color, religion, sex/gender, national origin, age, marital or familial status, disability, pregnancy-related condition, sexual orientation, gender identity, gender expression, transgender status, citizenship status, ancestry, arrest/conviction record, military or veteran status, domestic violence victim status, genetic predisposition or carrier status, reproductive health decision making, relationship or association with a member of a protected category, or any other legally protected characteristic. Decisions affecting your position including, but not limited to, recruitment, hiring, placement, promotion, transfer, compensation, benefits, training, tuition assistance, leaves of absence, disciplinary action, layoff/recall, and terminations will be made in accordance with this policy.