Patient Access Representative - Stony Point - Days

Licensure, Certification, or Registration Requirements for Hire: N/A

Licensure, Certification, or Registration Requirements for continued employment: N/A

Experience REQUIRED:
Previous experience with computers, Microsoft Office software and navigating the Internet
Previous experience keyboarding with the ability to type 40 words per minute

Experience PREFERRED:
Work experience with medical insurance, HMO, managed care, electronic medical billing/order entry/registration systems, and appointment scheduling
Previous work experience in a healthcare setting and knowledge of medical terminology

Education/training REQUIRED:
High school graduate or GED

Education/training PREFERRED:
Associates or Bachelor's Degree in Accounting, Finance, Business Administration, Healthcare Administration or closely related field from an accredited program

Independent action(s) required:
Able to perform daily activities with minimal supervision: being self directed in the accomplishment of routine activities.
Issues that involve violation of VCUHS policy or procedure that involve conflicts of a sensitive nature, or that would be considered unusual in nature are to be brought to the attention of the clinical coordinator or designee promptly as would be warranted by the immediacy of the issue.
Performs daily activities with minimal supervision.
Notifies supervisor of issues involving violation of VCUHS policies or procedures.
Functions in a self-directed manner to accomplishments of routine activities

Supervisory responsibilities (if applicable): N/A

Additional position requirements:
Depending on assignment, may be required to work off-shifts and/or weekend and holidays.
Incumbents may be considered essential depending on departmental assignment.

Age Specific groups served: All

Physical Requirements (includes use of assistance devices as appropriate):
Physical: Lifting less than 20 lbs. Lifting 50-100 lbs.
Activities: Prolonged standing, Prolonged sitting, Frequent bending, Walking (distance), Climbing (steps, ladder, other), Reaching (overhead, extensive, repetitive)
Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
Emotional: Fast pace environment, Steady pace, Able to handle multiple priorities, Frequent and intense customer interactions, Noisy environment, Able to adapt to frequent, change

Front desk coverage during clinic hours-

Monday-Thursday 7am-5:45pm

Friday 7:15am-4pm

Expectations for Therapy PARs:

• Check-in:
  • Documents for Initial Evaluations-Review of:
    • Therapy attendance policy
    • Patient Questionnaire
    • Awareness of patient diagnoses to determine appropriate patient reported outcome measure
    • Insurance card/drivers license
  • Enrolling patients in Mychart
  • Patients arriving >15 min late for appt-crosscheck with therapist whether patient can be seen (answer may be no-particularly for evaluations)
  • Printing Zebra Labels
• Check-out:
  • Scheduling of Follow-up appointments
    • Adherence to therapy plan of care
    • Use of waitlist when plan of care cannot be met
  • Printing patient appointment list
• Scheduling Evaluations (via Workqueue, phone call, or walk up):
  • Knowledge of therapy locations, specialties, and phone numbers
  • Knowledge of patient diagnoses appropriate to the local clinic
  • Knowledge of patient diagnoses appropriate for other Stony Point clinics (Pelvic Health, Lymphedema, Speech Therapy)-in case of patient questions, phone calls, or patients arriving at the wrong clinic
  • Knowledge of therapy scheduling idiosyncrasies:
    • Plan of Care/Frequency of visits
    • Prioritization of post-op patients
    • Scheduling of walk-ups for Hand Therapy
      • Security clearance to override needed for 9000 PAR
  • Knowledge of insurances/payors and processes
    • Insurances who do not participate with VCU Health
    • Tricare Prime
    • Worker's compensation
    • Self pay
    • Self pay following an insurance denial
    • Coverage through alternative means (as seen recently with USAA)
  • Workqueues-
    • Scheduling from the Workqueue
    • Forwarding orders to different therapy departments if diagnosis not appropriate for Stony Point
  • Adding new patients to Epic
  • Transcribing orders
    • Identifying whether or not a referral is appropriate for the local clinic
    • Forwarding the order to a different therapy department if not appropriate for the local clinic
  • Knowledge of the difference between Evaluation (1117) and Treatment (1118) visits
    • Changing appt type (when needed)
  • Linking referrals
  • Pediatric patients wishing to attend therapy without a parent-consent form
• Cancellations and No Shows
  • No show policy
• Secure chat and Inbasket messages
• Authorization:
  • Awareness of authorization indicators in the DAR
  • Crosschecking DAR 3 days in advance
• Incoming Faxes:
  • Identifying referrals
  • Scanning in insurance/workers' comp related documents and notifying Authorization team and/or treating therapist of their presence
  • Identifying requests for medical records and calling the requester to notify them that they need to contact Medical Records
• MERT:
  • Printing Facesheet
  • Printing Medication list
• Miscellaneous:
  • How to handle duplicate MRNs
  • How to handle incorrect patient information

EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.