Patient Administrator (Emergency Department - shift working role)

JOB SUMMARY

The Patient Administrator provides excellent patient-focused care while performing accurate and timely referral processing, scheduling and registration activities. The Patient Administrator is responsible for key operational practices in the delivery of exceptional ambulatory healthcare. S/he performs necessary registration, scheduling and payment collection functions upon each patient’s arrival and ensures data inputs are accurate and precise for all phases of operations. The Patient Administrator is instrumental in obtaining patient signatures and scans related documents / images into each patient’s EMR record, and is responsible for engaging management in workflow improvements.

KEY ROLE ACCOUNTABILITIES

• Patient Registration - Performs accurate and complex registrations in ambulatory locations, with a goal of exceeding service department expectations. Completes complex work queues and quality data corrections assigned by management so that Revenue Cycle operations are not delayed.

• Identification - Consistently performs Patient Identification practices through the performance of accurate medical record selection. Reports duplicate medical record numbers to management for further investigation to support patient safety goals. Reviews and validates printed wristbands with each patient and performs biometric validation.

• Confidentiality - Observes and maintains patient privacy and confidentiality during all Patient Administration operations.

• Insurance Eligibility - Completes insurance pre-authorization eligibility successfully which may require direct contact with the insurance company to support successful financial revenue results.

• Scanning Requirements - Accurately scans Patient Identification cards, Insurance Cards, Vaccine Records, and Newborn Birth Certificates into the medical record to support patient safety goals and successful financial revenues results. Ensures insurance information is updated and accurate for each visit.

• Signatures - Thoroughly explains all registration documents and captures patient signatures. Correctly notates forms in instances where the patient signature is unobtainable. Notates when parental consent is obtained over the telephone.

• Patient Experience - Utilizes the department in patient communications and interactions; in all telephone, email and/or during face-to-face patient encounters.

• Scheduling Appointments - Accurately books multiple and complex appointments for patients in accordance with hospital requirements. Upon booking each appointment, a pre-registration is required so that finance, nurses and clinicians may complete workflow components prior to the patient’s next visit. Thorough and correct entry of data and patient information which supports patient safety goals.

• Patient Point of Sale (PoS) Collections - Systematically processes in patient PoS collections and issues receipts. Timely notification to Patient Administration management of any collection or deposit issues as needed.

• Medical Necessity - Performs Medical Necessity and collects patient due as required supporting successful revenue results. Escalates all medical necessity issues to the appropriate clinical delegate.

• Wristbands - Leads in consistently performing Patient Identification practices, including the application of patient wristbands.

• Assists the Supervisor and Manager in the collection of information related to advanced research and reports required by the department.

• Ensures select interpreters and preferred language for each patient.

• Completes patient’s visit by scheduling any necessary follow up appointments.

• Liaises between different support services to ensure patient needs are met (e.g. the laboratory, pharmacy, translation services).

• Assists coworkers if required during busy periods and if capacity allows.

• Being polite, compassionate, and understanding to patients and family members at all times. Complies with Sidra customer service standards to ensure patient needs are met.

• Treats colleagues, patients, and visitors with dignity and respect at all times and promotes and maintains effective communication and teamwork.

• Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies

• Adheres to and promotes Sidra’s Values

QUALIFICATIONS, EXPERIENCE AND SKILLS – SELECTION CRITERIA

ESSENTIAL

PREFERRED

Education

High School Diploma

Associate’s Degree

Experience

• 6+ months combined data entry, reception, customer service and cashiering experience

Minimum of 5 years Cerner / Epic Registration & Scheduling experience

Certification and Licensure

• CHAM Certification (NAHAM) – Certification of Healthcare Access Associate

• NAHAM or AAHAM Certification