Patient Access Representative

Westerly, RI
Feb 27, 2019


Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.


Patient Access Representative are usually the first people to meet/ greet patients. As the ?Face? of the hospital, it is critical that Patient Access Representative 1) present a welcoming and receptive demeanor to patients, visitors, and staff, and 2) insure that every patient registered for care is properly identified. Processes patient payments on accounts at cash window; handles inquiries from patients or their representatives at cash window and/or refers them to appropriate Patient Account Representatives; performs daily cash receipt deposit functions.
Supervises ( No supervisory responsibilities Approx. number of direct reports
Approx. number of indirect reports
Age of Patient Populations Served (check all that apply)
Neonates 1 ? 30 days Infants 30 days ? 1yr. Children 1 ? 12 yrs.
Adolescents 13 ? 18 yrs. Adults 19 ? 70 yrs. Geriatrics 70+ No patient contact

  • 1. Quality
  • 1.1 Achieve and maintain a Department registration information completeness/accuracy of 95% as defined and measured on the individual work plan.
  • 1.2 Participate in performance initiatives as requested by Department management.
  • 1.3 Participate in educational opportunities as required and provided by the Hospital or department.
  • 1.4 Identify work-flow and other performance opportunities and bring recommendations to department.
  • 1.5 Demonstrate competency in all Department functions as defined and measured on the individual work plan, including, but not limited to: admitting, ER registration, laboratory registration, ACU registration, TOS collection, service recovery.
  • 2. Support customer satisfaction initiatives as defined in the annual individual work plan.
  • 2.1 External Customers (Patients, Families, Guests, Visitors):
  • 2.2 Assist customers with all inquires as per TWH Standards.
  • 2.3 Avoid issuing directions to hospital locations, Department preference is that staff will ESCORT customers to their destination; when this is not possible directions should be given in writing and reviewed with the customer (staff are also empowered to enlist the support of other hospital staff who may be in the area and heading to the customers destination).
  • 2.4 Internal Customers (Hospital Employees, Physicians): Assist with the clerical functions of assigned clinic in addition to Registration functions, example include but are not limited to
  • 2.5 Filing or retrieval of clinic forms
  • 2.6 Telephone duty (including coverage of Hospital''s main switchboard).
  • 3. Finance
  • 3.1 Facilitate Time of Service (TOS) Collection as directed by Hospital and Department policy and procedures and meet all TOS standards as defined by the individual work plan.
  • 3.2 Achieve or exceed Department TOS collection standard as defined and measured on the individual work plan.
  • 3.3 Processes patient payments at cash window.
  • 3.4 Directs patients to Patient Account Representative as necessary.
  • 3.5 Perform daily cash receipt deposit functions for B/AR.
  • 3.6 Processes work in an efficient and timely manner.
  • 3.7 Balances and deposits daily cash receipts.
  • 4. Attends all required safety training programs and can describe his/her responsibilities related to general safety, department/service safety, and specific job-related hazards.
  • 4.1 All required safety education programs have been attended.
  • 4.2 Provides complete and accurate responses to safely questions.
  • 4.3 Operates assigned equipment and performs all procedures in a safe manner as instructed.
  • 4.4 Maintains work area and equipment in condition required by department standards.
  • 4.5 Demonstrates proper body mechanics in all functions.
  • 5. Follows the hospital exposure control plans/bloodborne and airborne pathogens.
  • 5.1 Demonstrates knowledge of techniques, procedures, and correct use of protective barrier equipment.
  • 5.2 Ensures a safe environment by instituting appropriate control measures.
  • 5.3 Attends annual education programs.
  • 5.4 List duty/task determing competency
  • 6. Demonstrates respect and regard for the dignity of all patient, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
  • 6.1 Interacts with all of the above in a considerate, helpful, and courteous manner as observed by supervisor.
  • 6.2 Foster mature professional relationships with fellow employees in a courteous, friendly manner as measured by management observation and peer input.
  • 6.3 Maintains professional composure and confidence during stressful situations.
  • 6.4 Maintains open communication using appropriate chain of command regarding issues.
  • 6.5 Conducts all work activities with respect for rights/wishes of patients, visitors, families, and fellow employees
  • 6.6 Maintains confidentiality of all hospital and patient information at all times as observed by peers and management.
  • 6.7 Presents neat appearance in proper attire and identification as required by the position, department, and hospital policy.
  • 6.8 Continuously displays a "can do" attitude within the department and across departmental lines to contribute to the overall customer service program in place at the hospital
  • 6.9 Interacts and maintains a positive attitude at all times

    Other information:


    High school diploma or G.E.D. required. B.S./ B.A. or A.A. degree, or some college preferred.


    Experience in a professional setting with customer service responsibility preferred.


    A.A.H.A.M. Certification as Certified Patient Accounts Technician (C.P.A.T.) preferred. Continuous demonstration of team orientation and customer focused behaviors.



    Medical terminology Computer experience required Insurance experience required Strong telephone and interpersonal communication skills Outstanding customer service skills Team-building skills


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    Job Info

    Job: 136

    Department: Pt Access OP
    Category: Pt Fin Admit Svc
    Status: Per Diem
    Shift: DAYS
    Hours: 0.00

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