Description
The Patient Access Associate (PAA) is a hospital-based, non-clinical healthcare professional who serves as the first point of contact for patients. In this pivotal role, the PAA ensures a positive patient experience during the registration and admission processes by accurately collecting essential demographic and financial information.
1. Patient Identification and Documentation
- Greet patients and visitors courteously and professionally.
- Accurately identify patients in the Master Patient Index to reduce erroneous duplicate medical records, maintaining a 98% accuracy rate in medical record creation.
- Update demographics per legal identification.
- Verify the information on armbands before placing them on patients.
- Explain all required documents verbally, obtain signatures appropriately, and document any inability to obtain signatures correctly, including immediate scanning into EMR, per process.
- Process all 'unable to sign' consents per process, including following legal algorithms to research and communicate with patient contacts to obtain appropriate surrogate; escalate to next steps (Care Management) when unable to find surrogate.
2. Patient Registration and Insurance Verification
- Conduct face-to-face interviews to accurately obtain and process patient demographic and financial information, maintaining a minimum accuracy rate of 97% for error-free registrations.
- Process and act on Real-Time Eligibility (RTE) messages, including adding, terminating, and correcting coverages.
- Identify all true self-pay patients accurately and forward to Medicaid eligibility and application staff, ensuring only true self-pay patients are screened.
- Scan all required documents into patient records and place HAR notes on accounts when necessary.
- Identify and resolve insurance verification issues, informing patients of available options, including financial assistance.
3. Regulatory Compliance and Customer Service
- Ensure all patients receive necessary regulatory information and enter appropriate documentation in the EMR (e.g., HIPAA, Patient Rights Brochure, IMM, NOOS, ABN, etc.).
- Explain hospital policies, procedures, and financial responsibilities to patients and their families, providing excellent customer service.
4. Appointment Scheduling
- Schedule appointments, surgeries, and other medical procedures according to patient and provider preferences.
- Verify insurance coverage and obtain pre-authorizations as needed.
5. Financial Communication
- Communicate financial responsibilities to patients and collect funds in accordance with established protocols.
- Make referrals to Charity Care and Medical Assistance when needed.
6. Workflow Management
- Answer and direct incoming and external calls promptly.
- Independently prioritize work, including work queue management, patient registrations, insurance verification, and other assigned tasks to meet performance and productivity standards within department deadlines.
- Identify and correct errors in accounts using appropriate tools (e.g., NextBar, OneSource).
7. Meeting and Training Participation
- Attend departmental staff meetings or watch videos when absent.
- Attend all required in-person training/in-services and complete all educational assignments within the required timeframe.
- Read and respond to emails during each shift.
8. Adherence to Policies
- Adhere to hospital policies and procedures, including timely arrival, minimal absences, appropriate attire, readiness for work, and minimal personal electronic usage.
- Adhere to the RISE values. Contribute to a positive work environment that promotes teamwork, collaboration, professionalism, and continuous improvement.
9. Additional Responsibilities
- Perform other duties as assigned by the Director, Manager, or Supervisor.
Experience/Education/Certification Requirements
- High school diploma or equivalent.
- 0–11 months of direct Patient Access or healthcare registration experience.
- Strong verbal and written communication skills to interact with patients, families, and clinical teams.
- Demonstrated ability to work both independently and collaboratively in a high-paced healthcare environment.
- Excellent attention to detail and accuracy in data entry and documentation.
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