Job Description

The Emergency Department Admitting Service Representative is responsible for greeting patients with a smile, answering the phone, entering information into the electronic health record database, and performing general clerical duties. In this position, it is imperative that you are able to consistently maintain a pleasant, professional demeanor and make patients always feel welcome. The ability to multitask is a must.

The Emergency Department Admitting Service Representative performs registration functions, including updating of demographics, insurance verification, collection of point of service payments, and documentation of registration information within an electronic system. The Patient Access Advocate will confirm account being registered has accurate information to ensure clean billing. The Patient Access Advocate will also perform visit closure activities, including collecting payment, and any needed follow-up activities required.

The Emergency Department Admitting Service Representative provides the highest level of customer service to patients/family at the time of service through registration interactions, as well as providing wayfinding to patients and/or visitors.

• Greet patients in a friendly, courteous, and professional manner in both in-person and over the phone.

• Check patients in and out.

• Perform visit closure activities to include collecting payment, and any follow-up activities that may be necessary for patient care.

• Verify insurance for eligibility and benefits using an online electronic verification system or by contacting the payer directly. Collect copayments, coinsurance, and deductibles.

• Assist staff and patients with clerical duties as needed, including copying, scanning, and faxing documents.

• Creating and maintaining patient files.

• Answer and screen phone calls and direct to the appropriate individual. Take and direct messages as necessary.

• Provides callers with information such as company address, directions to the company location, company fax numbers, company website, and other related information.

• Confirm all paperwork is filled out correctly.

• Make sure the front desk, waiting room area, and children’s play area are always clean and presentable.

• Assure a clean work environment. This may include duties often reserved for housekeeping services such as emptying trash, vacuuming, mopping floors and cleaning counters.

• Encourage a work environment that is friendly and respectful.

• Provide patients and their families with a customer focused, friendly reassuring open environment that encourages patients to return to our ED/UCs.

• Follow all HIPAA policies and procedures.

• Follow all company policies.

Qualifications

• Minimum Typing Speed of 50wpm.

• Flexibility.

• Effective communication skills.

• Collaboration Skills.

• Patient/Client Focus.

• Technical Capacity.

• Basic knowledge of Microsoft Office Products (Word, Excel, Outlook)

• High school diploma or general education degree (GED)

• A minimum of 6 months of work experience in a healthcare setting or one year of customer service background.

• Basic understanding of insurance preferred.

• Basic understanding of medical terminology and billing codes (DRG, ICD-10, CPT, HCPCS) preferred.

• Exceptional communication skills and customer service is required.

• Ability to read and comprehend simple instructions, short correspondence, and memos.

• Ability to write simple correspondence.

• Ability to effectively present information to patients and other employees in the organization.

• Basic math skill,s including the ability to add, subtract, multiply and divide.

• Ability to apply common sense to carry out detailed written or oral instructions.

• Ability to deal with problems in standardized situations.

• Ability to work independently, self-directed and work with individuals with diverse background.

• Analytical and problem solving skills.

• Ability to manage conflict and appropriately request the help of a supervisor when needed.

• Daily focus on attaining productivity standards.

• Attend Staff meetings and Huddles as required.

• Minimum of 1 year of experience in a medical office setting desired.

• Familiar with health insurance and insurance verification.

• Knowledge and skills regarding all general office equipment, including telephones, photocopiers, scanners, credit card machines, and fax.

• Must be computer literate (Word, Excel, Outlook).

• Ability to perform multiple tasks simultaneously and to prioritize multiple demands effectively.

• Exceptional communication skills and customer service are required.

• Solid work history.

• This position includes standing, walking, use of hands, reaching, sitting, talking, and listening. This position may require lifting up to 10 pounds. There are no special vision requirements for this position.

• This job operates in a healthcare setting. This role may routinely come into contact with patients who have contagious illnesses or diseases. This role routinely uses standard office equipment such as telephones, laptop computers, smartphones, photocopiers, calculators, and filing cabinets, and has moderate noise exposure.

• Non-exempt. Incumbent will be scheduled based on operational need.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills, or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change.

_ PHYSICAL DEMANDS_

This position includes standing, walking, use of hands, reaching, sitting, talking, and listening. This position may require lifting up to 10 pounds. There are no special vision requirements for this position.

** WORK ENVIRONMENT**

This job operates in a healthcare setting. This role may routinely come into contact with patients who have contagious illnesses or diseases. This role routinely uses standard office equipment such as telephones, laptop computers, smartphones, photocopiers, calculators, and filing cabinets, and has moderate noise exposure.

** POSITION TYPE/EXPECTED HOURS OF WORK**

Non-exempt. Incumbent will be scheduled based on operational need. Intuitive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Additional Information

Intuitive Health is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. All employment decisions are based on qualifications, merit, and business needs.