Patient Representative

Statement of Purpose 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). Essential functions, duties, and responsibilities #Outpatient Registration: Registers patients for out/inpatient surgical admission, including late add on patients.

Prepares all paperwork needed for signatures for both in and outpatient surgeries. Completes tasks required for cancelling or moving scheduled outpatient surgeries. Provides a copy and explains to all Medicare patients required materials such as Important Message from Medicare, Medicare Outpatient Observation Notice and asks#the Medicare Secondary Payor Questionnaire when applicable.

Prepares necessary forms and obtains signatures such as the General Consent to#Care. Manages incoming external physicians# orders, reviewing for: Patients name, DOB,#diagnosis, and physicians# signature, facility for outside physicians, telephone, and#facsimile, (FAX) numbers and saving in the corresponding patient file.

Registers patients for outpatient services, attaching all orders required for the visit and#prepares identification bracelets and labels. Interviews patient and/or representative to obtain pertinent personal and financial#information.

Explains hospital policies, procedures and patient handouts in a tactful and#understanding manner:

Patients# Bill of Rights, Notice of Health Information Practices, Hospital Billing # Payment Options, Vermont Health Information Exchange and#CommonWell. Advises patients they are responsible for any balances remaining after insurance#payment. Attempts to secure same-day payment from patients without insurance#coverage and/or required co-payments.

Refers patients with financial problems to#available financial navigator. Review registrations completed daily for accuracy and smooth transitions according to Revenue Cycle requirements. Balances petty cash daily.

Emergency Room Registration: 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. Responds to patient and caller problems, complaints, and inquiries. Investigates#and resolves patient problems with select hospital departments.

Refers caller#problems to appropriate department. Refers patients and families to applicable#services, resources and supports. Pages or beeps physicians and authorized personnel via beeper system.

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. Monitors emergency room entrance and notifies nurse when necessary. 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. 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.

Coordinates the transfers and exporting internal PHI per established protocol. Enters appropriate messages for billing coordinators and financial counselors. Follows the rules of EMTALA for preparation of necessary forms and obtains#signatures such as the General Consent to Care.

Provides a copy and explains to all Medicare patients required materials such as Important Message from Medicare, Medicare Outpatient Observation Notice and#asks the Medicare Secondary Payor Questionnaire when applicable. Registers patients for outpatient services, attaching all orders required for the visit#and prepares identification bracelets and labels. Interviews patient and/or representative to obtain pertinent personal and financial#information.

Explains hospital policies, procedures, and patient handouts in a tactful and#understanding manner:

Patients# Bill of Rights, Notice of Health Information Practices, Hospital Billing # Payment Options, Vermont Health Information Exchange and CommonWell. 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. Balances petty cash at the end of each shift. Working Conditions/Physical Requirements General office conditions but may be required to sit for extended periods of time#depending on workstation Education and Experience High school diploma or equivalent.

Medical terminology preferred. Computer and electronic communications skills required. One-year prior office experience preferable.

Excellent customer service and public relation communication skills. Able to present a neat and orderly appearance. Should be able to foster within the patient or caller a positive attitude regarding the Hospital.

Statement of Purpose

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).

Essential functions, duties, and responsibilities

Outpatient Registration:

• Registers patients for out/inpatient surgical admission, including late add on patients.

• Prepares all paperwork needed for signatures for both in and outpatient surgeries.

• Completes tasks required for cancelling or moving scheduled outpatient surgeries.

• Provides a copy and explains to all Medicare patients required materials such as

• Important Message from Medicare, Medicare Outpatient Observation Notice and asks the Medicare Secondary Payor Questionnaire when applicable.

• Prepares necessary forms and obtains signatures such as the General Consent to Care.

• Manages incoming external physicians' orders, reviewing for: Patients name, DOB, diagnosis, and physicians' signature, facility for outside physicians, telephone, and facsimile, (FAX) numbers and saving in the corresponding patient file.

• Registers patients for outpatient services, attaching all orders required for the visit and prepares identification bracelets and labels.

• Interviews patient and/or representative to obtain pertinent personal and financial information.

• Explains hospital policies, procedures and patient handouts in a tactful and understanding manner:
  
  Patients' Bill of Rights, Notice of Health Information Practices,

• Hospital Billing & Payment Options, Vermont Health Information Exchange and CommonWell.

• Advises patients they are responsible for any balances remaining after insurance payment. Attempts to secure same-day payment from patients without insurance coverage and/or required co-payments.
  
  Refers patients with financial problems to available financial navigator.

• Review registrations completed daily for accuracy and smooth transitions according to

• Revenue Cycle requirements.

• Balances petty cash daily.

Emergency Room Registration:

• 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.

• Responds to patient and caller problems, complaints, and inquiries. Investigates and resolves patient problems with select hospital departments.
  
  Refers caller problems to appropriate department. Refers patients and families to applicable services, resources and supports.

• Pages or beeps physicians and authorized personnel via beeper system.

• 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.

• Monitors emergency room entrance and notifies nurse when necessary.

• 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.

• 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.

• Coordinates the transfers and exporting internal PHI per established protocol.

• Enters appropriate messages for billing coordinators and financial counselors.

• Follows the rules of EMTALA for preparation of necessary forms and obtains signatures such as the General Consent to Care.

• Provides a copy and explains to all Medicare patients required materials such as

• Important Message from Medicare, Medicare Outpatient Observation Notice and asks the Medicare Secondary Payor Questionnaire when applicable.

• Registers patients for outpatient services, attaching all orders required for the visit and prepares identification bracelets and labels.

• Interviews patient and/or representative to obtain pertinent personal and financial information.

• Explains hospital policies, procedures, and patient handouts in a tactful and understanding manner:
  
  Patients' Bill of Rights, Notice of Health Information

• Practices, Hospital Billing & Payment Options, Vermont Health Information

• Exchange and CommonWell.

• 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.

• Balances petty cash at the end of each shift.

• Working Conditions/Physical Requirements

• General office conditions but may be required to sit for extended periods of time depending on workstation

Education and Experience

High school diploma or equivalent.

Medical terminology preferred. Computer and

electronic communications skills required. One-year prior office experience preferable.

Excellent customer service and public relation communication skills. Able to present a

neat and orderly appearance. Should be able to foster within the patient or caller a

positive attitude regarding the Hospital.