Overview

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.

Responsibilities

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.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You:

Riverside Healthcare offers a comprehensive suite of Total Rewards: benefits and nationally rated employee well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more so your journey at and away from work is remarkable. Our Total Rewards package includes: 

Compensation

•              Base compensation within the positions pay range based on factors such as qualifications, skills, relevant experience, and/or training
•              Premium pay such as shift differential, on-call
•              Opportunity for annual increases based on performance

Benefits - .5 to 1.0 FTE

•              Paid Time Off programs
•              Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
•              Health Savings and Flexible Spending Accounts for eligible health care and dependent care expenses
•              Defined contribution retirement plans with employer match and other financial wellness programs
•              Educational Assistance Program

Benefits - .001 to .49 FTE:

•              Paid Leave Hours accrued as you work

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)

Pay Range