Schedule: 

WEEK 1      

Sun     7:00a-3:30p 

Mon     7:00a-3:30p 

Tue       

Wed     7:00a-3:30p 

Thu     10:30a-7:00p 

Fri     7:00a-3:30p

Sat      

WEEK 2     

Sun      

Mon     7:00a-3:30p

Tue     7:00a-3:30p

Wed     7:00a-3:30p

Thu     7:00a-3:30p

Fri      

Sat     7:00a-3:30p 

The Patient Access Associate plays a vital role in ensuring a seamless patient experience by managing registration, insurance compliance, and providing exceptional customer service. This position requires the ability to work independently in a fast-paced environment while maintaining a mature, compassionate, and professional demeanor while demonstrating flexibility with assignments within professional scope/duties/licensure. The ideal candidate will be customer-focused, ensuring that patient needs are met and that they understand the hospital's revenue cycle expectations, including various payment options. 

Essential Duties

Patient Registration & Data Management:

• Accurately collect, analyze, and record demographic, insurance/financial, and clinical data from multiple sources.
• Obtain necessary information and signatures for registration and billing.
• Screen for compliance with payer requirements for medical necessity and pre-certification.
• Complete third-party eligibility and benefit verification to ensure accurate payment.

Customer Service:

• Greet patients using appropriate scripting in a friendly, inviting manner, adhering to AIDET format and standards.
• Interact with patients and their representatives courteously and respectfully, both in person and over the phone.
• Direct or escort patients to appropriate locations within the hospital.
• Monitor waiting room areas, keeping patients and visitors informed about processes and wait times.
• Provide estimates to patients per policy and guide them on financial assistance when necessary.

Administrative Duties:

• Assist with training new employees and provide coverage for call-offs to ensure proper departmental staffing.
• Monitor and stock department supplies, ensuring the cleanliness and orderliness of the work area.
• Handle incoming calls via the switchboard, ensuring compassionate and customer-focused communication.
• Accurately record and electronically update patient information on a timely basis.

Compliance & Regulation:

• Follow EMTALA, HIPAA, payer, and other applicable regulations and registration standards.
• Recognize and explain out-of-network insurance requirements and secure necessary signatures.
• Understand and apply Riverside Financial Policies, directing patients to financial counselors as needed.

Additional Responsibilities:

• Attend all mandatory department meetings and applicable training sessions.
• Assist in transporting patients within the hospital.
• Accurately collect and scan required documents, including labels and ID bands.
• Operate the switchboard and handle incoming calls, ensuring timely response and accurate notification.

Preferred Experience

• Experience in EKG tracings and medical terminology preferred.
• Computer literacy required.
• Prior experience in office or clerical roles preferred.
• Knowledge of payer regulatory compliance and HIPAA Privacy and Security preferred.
• Strong verbal and written communication skills in English.
• Bilingual preferred.
• Ability to perform general arithmetic.
• Detail-oriented with a commitment to accuracy and problem-solving.
• Ability to work independently and as part of a team in a fast-paced environment.

Required Licensure/Education

• High school diploma or equivalent required.

Employee Health Requirements

Exposure/Sensory Requirements

Exposure to:. 

• Chemicals: Germicidal cleaners, toner for copier machines/printers. Preservatives for 24 hour urine/stool collection, x-ray developer and fixer solutions 
• Video Display Terminals: Average 
• Blood and Body Fluids: Responsible for phlebotomy-the risk from exposure to blood and body fluids through obtaining specimens and patient contact. Risk is minimized through the use of universal precautions. 
• TB or Airborne Pathogens: Potential exposure of airborne pathogens from direct patient contact. The risk is minimized through the use of universal precautions. 

Sensory requirements (speech, vision, smell, hearing, touch):

• Speech: Required for communication with customers. 
• Vision: Needed to see clearly and read physician orders. 
• Smell: Helpful to note presence of electrical/fire safety. 
• Hearing: Needed to comprehend patients and physicians when obtaining information and for patient education to answer questions and confirm understanding of instructions. 
• Touch: Required for phlebotomy skills and computer input. 

Activity/Lifting Requirements 

Percentage of time during the normal workday the employee is required to:

• Sit: 20% 
• Twist: 10% 
• Stand: 80%  
• Crawl: 0% 
• Walk: 60% 
• Kneel: 0% 
• Lift: 10% 
• Drive: 0% 
• Squat: 2% 
• Climb: 0% 
• Bend: 20% 
• Reach above shoulders: 2% 

The weight required to be lifted each normal workday according to the continuum described below:

• Up to 10 lbs: Frequently 
• Up to 20 lbs: Frequently 
• Up to 35 lbs: Occasionally 
• Up to 50 lbs: Not Required 
• Up to 75 lbs: Not Required 
• Up to 100 lbs: Not Required 
• Over 100 lbs: Not Required 

Describe and explain the lifting and carrying requirements. (Example: the distance material is carried; how high material is lifted, etc.): Required to lift infants/small children and some supply items. If a heavy object is being carried, a cart or wheelchair can be used to move it any distance. May need to assist a patient getting out of and back into their wheelchair. 

Maximum consecutive time (minutes) during the normal workday for each activity:

• Sit: 60 
• Twist: 4 
• Stand: 10 
• Crawl: 0 
• Walk: 30 
• Kneel: 0 
• Lift: 5 
• Drive: 0 
• Squat: 2 
• Climb: 0 
• Bend: 1 
• Reach above shoulders: 5 

Repetitive use of hands (Frequency indicated): 

• Simple grasp up to 15 lbs. 
• Pushing &pulling Normal weight: 50-200
• Fine Manipulation: Phlebotomy, typing/keyboarding, opening and closing drawers. 
• Repetitive use of foot or feet in operating machine control: Foot pedals are used on sinks to provide a germ-free environment. 

Environmental Factors &Special Hazards

• Environmental Factors (Time Spent): 
• Inside hours: 8 
• Outside hours : 0 
• Temperature: Normal Range 
• Lighting: Average 
• Noise levels: Average 
• Humidity: Normal Range 
• Atmosphere: 
• Special Hazards: Exposure to powder in latex gloves. 
• Protective Clothing Required: Lab coat, gloves, protective eye wear, mask (occasionally)