Senior Patient Access Associate - Emergency Department

At Houston Methodist, the Senior Patient Access Associate position is responsible for obtaining and entering accurate demographic and insurance information in the electronic health record (EHR) on patients presenting at the various entry points of the facility. This position performs cashiering functions, ensuring that all hospital accounts are secure, through the collection of the required co-pay, deductibles and co-insurance. This position also performs the medical necessity check, to ensure compliance with Medicare guidelines, and regularly works in multiple areas (e.g., emergency department registration, main registration, bed management, cashier, etc.) and/or EHR work queues specific to patient access. The Senior Patient Access Associate employs effective communication skills, promoting excellent customer service in every interaction, and serves as a resource, trainer and mentor to other team members. This position is also required to adhere to all departments, hospital, governmental and/or any other healthcare licensing agency requirements related to the Emergency Medical Treatment and Labor Act (EMTALA) and the Health Insurance Portability and Accountability Act (HIPAA).

Requirements:

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Communicates openly in a non-judgmental manner and in a professional demeanor during all interactions with customers and co-workers.

• Serves as a resource and trainer for less experienced and new staff; orients, guides and mentors team members to help build confidence and competency in skills, knowledge and abilities.

SERVICE ESSENTIAL FUNCTIONS

• Obtains and records accurate demographic and insurance information on patients by interviewing patients, family members and physicians. Ensures that the correct insurance plan codes are utilized for the billing process.

• Explains the consent forms, obtains signatures on the forms and responds to any questions in a professional manner.

• Regularly works in multiple areas (e.g., emergency department registration, main registration, bed management, cashier, etc.) and/or EHR work queues specific to patient access.

• Contributes to departmental and hospital patient experience. Proactively seeks solutions to address patient issues and concerns. Serves as a second level resource to address elevated registration issues. Alerts management in a timely manner to any unusual and/or difficult situations impacting the level of service.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Uses patient identifiers consistently to properly identify patients and the correct medical records. Refrains from issuing new medical record numbers to patients with existing accounts.

• Meets goals set by the department (e.g., registration error rate, productivity/activities per hour, etc.).

FINANCE ESSENTIAL FUNCTIONS

• Ensures that ordered services meet established medical necessity criteria when applicable.

• Collects payments based on pre-determined information. Performs insurance verification to determine patient out of pocket expenses for services. If applicable, offers payment options after the minimum required payment has been received. Fulfills monthly goals for cash collection.

• Accurately posts and receipts patient payments. Balances cash drawer on a daily basis; follows the department policy related to cash drawers and cash receipting.

• Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Displays initiative to improve job functions. Demonstrates adaptability and flexibility during changing demands. Offers suggestions to streamline process for efficient patient flow.

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

Qualifications:

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• Four years of customer service experience to include two years of experience in hospital registration

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Ability to multi-task and flexibility to meet the requirements of the patients and the department

• Knowledge of basic registration/access functions and insurance procedures

• Ability to problem solve

• Ability to remain calm in stressful situations with patience and understanding

• Excellent customer service and professional communication skills

• Proficient computer skills and ability to learn and navigate multiple software programs

• Ability to handle detail work accurately and rapidly

• Strong training, leadership and mentoring skills

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform Yes

• Scrubs No

• Business professional Yes

• Other (department approved) Yes

ON-CALL*

• Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call

• No

TRAVEL

Travel specifications may vary by department

• May require travel within the Houston Metropolitan area No

• May require travel outside Houston Metropolitan area No

Company Profile:

Houston Methodist The Woodlands Hospital is committed to leading medicine in Montgomery County and the north Houston region by delivering the Houston Methodist standard of exceptional safety, quality, service and innovation. The growing campus offers 293 beds and access to the most innovative care. In January 2022, the hospital opened Healing Tower - a $250-million expansion project that added 106 beds, focused on medical/surgical and women's services and nine operating rooms. It also included the expansion of the endoscopy center, emergency department and diagnostic imaging department.

Houston Methodist The Woodlands is recognized as a comprehensive stroke center, an orthopedic center of excellence by DNV, designated as a Level III neonatal intensive care unit, and has achieved Magnet Designation for nursing excellence from the ANCC. Houston Methodist The Woodlands is also ranked No. 1 nationally out of 148 members in the Complex Care Medical Centers cohort to be recognized for demonstrating excellence in delivering high-quality care based on the 2022 Vizient Quality and Accountability Ranking.

Equal Employment Opportunity

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor - priority referral Protected Veterans requested.