Patient Representative I - North Country Hospital

Who we Are:

Nestled into the most northern part of Vermont, North Country Hospital is a community-focused 25 bed critical access hospital, where we prioritize the well-being of our neighbors. North Country Hospital is more than just a healthcare provider; we are a vital part of the community, working together to build a healthier future. Our patient’s health is our priority, and we go above and beyond to care in every way possible.

Position Statement:

Patient Access Representatives serve an essential role as the first contact for patients and visitors. Serving as administrative assistant who is responsible for helping patients gain access for medical care and treatment as well as guide visitors according to North Country Hospital current policy and protocol as requested. Interacts with other hospital departments staff, physicians, patients, patients’ family, friends, and co-peers respectably and courteous. Abides by all regulations of HIPAA regarding patient health information (PHI).

Key Responsibilities:

The following description of job responsibility and standards is intended to reflect the major responsibilities and duties of the job but is not intended to describe minor duties and other responsibilities as may be assigned.

• Obtain and verify patient identity, demographic and registration information; effectively communicate the purpose for and the requirements of all required patient documents. Must be able to complete and understand the differences between registrations in the ambulatory, inpatient, or Emergency Department setting.
• Bedside follow-up with patients where all necessary information was not obtained at patient admission, obtain patient signatures and complete forms including consents, Medicare required documents and accident information.
• Complete financial registration responsibilities including but not limited to verify guarantor accounts, interpreting eligibility status, collecting insurance document signatures, insurance card scanning, patient photos, collecting patient payments, and creating financial estimates.
• Monitors on-calls, contacts on-call physician and transfers call back to patient.
• Coordinates the EMS toning for hospital transfers to home, nursing homes or higher level of care facilities. Recording data for each call: date, call time, EMS service, EMS times, nurses if applicable assisting with transfer, patient data and diagnosis.
• Monitors EMS Radio and Emergency alarm panel and notifies proper parties of any activity. Managing and recording the appropriate data for EMS calls including the daily saving of all EMS tones. Intercom Overhead Pages: Established internal emergency codes, stat calls, emergency calls, disaster drills and other hospital functions via intercom, etc. Receives disaster information, notifies personnel and departments. Signals all clear when appropriate.
• Assist the Switchboard Operator/Clerk with answering and screening calls for the hospital and answering services per established protocol. Relays calls to appropriate department or extension number; transfers or places calls on hold when necessary. Instructs callers in using voice mail system to leave message and completes calls for patients who need assistance.
• Completes all tasks required according to shift duties, including calling insurances for prior authorizations, or obtaining on-line prior authorizations, monitoring the admission logs, tracking missing physician signatures on orders and other duties as required to maintain accurate PHI and information needed for smooth claim processing. Review registrations completed daily for accuracy and smooth transitions according to Revenue Cycle requirements.
• Tracks use of and balances petty cash at the end of each shift.
• Support co-workers and engage in positive interactions. Communicate professionally and timely with internal and external customers. Demonstrate friendliness by smiling and making eye contact when greeting all customers. Provide helpful assistance in anticipating and responding to the needs of our customers. Ability to stay calm under pressure and deal effectively with difficult situations.

Knowledge, Skills and Abilities:

• General office conditions but may be required to sit for extended periods of time depending on workstation.
• High school diploma or equivalent. Medical terminology preferred.
• Computer and electronic communications skills required. Able to use multi-systems to complete key responsibilities.
• One-year prior office experience preferable.
• Able to present a neat and orderly appearance.