Patient Access Representative

Under the direction of the Patient Access Manager the Patient Access Representative is responsible for interviewing patients or their representatives in order to determine and record all demographic and financial information necessary to accurately and effectively process the registration, billing and payment functions. The Patient Access Representative will perform these services within the context of Sonoma Valley Hospital's mission, goals and objectives. 

Demonstrates excellent customer service continuously, greeting all patients and visitors warmly. Follows-up with customers to ensure no one feels forgotten or lost in the process. Consistently answers the phone with a smile and a friendly hello. Deals with challenging customers without becoming aggressive. Knows when to ask for additional support from team management.

Maintains efficient communications with other hospital departments to facilitate the admission process.

Interviews patient or their representative and obtains complete, accurate, personal demographic and financial information necessary for each admission, always utilizing AIDET when serving customers

Verifies patient financial information to assist in the billing process of the hospital. Corrects insurance errors in a timely manner to ensure quicker billing of claim. 

Takes patient payments, assigning correct patient account number to payments. Completes process of entering payment information for reconciliation with Patient Accounting department

Returns all calls on the Pre-Registration voice mail and alerts all lab or x-ray orders that are FAXED or received electronically. Maintains order files according to 1 year policy. Maintains daily work files according to 3 month policy

Receives and returns patient valuables to facilitate admitting and discharge process. Maintains lost and found hospital wide, logging all items and emptying out on a regular basis.

Adheres to established departmental policies, procedures and objectives. Participates in organizational performance improvement program. Follows safety, environmental and infection control standards.

Education: High School Diploma or equivalent.
Experience: Customer Service, Office/Clerical; Previous experience in a hospital/healthcare setting preferred; Bilingual preferred.
Licenses & Certifications: N/A
Required Skills & Knowledge: Must have strong customer service experience. Must have strong knowledge of entering data accurately into computer. Have ability to work in a fast paced environment while maintaining a professional attitude.