Patient Access Representative

Patient Access Representative
Registration/Scheduling Department
0.40 FTE, 32 Hours a Pay Period
Days/Evenings, Hours between 7 am – 11:30 am or 3 pm - 7 pm
Weekends: Possibility
Holidays: Possibility

Position Overview:

As the Patient Access Representative you will be responsible to deliver outstanding customer service to greet patients and visitors warmly to make them feel welcome at Winona Health. Duties include communicating and collaborating to ensure patients have checked-in for appointments, serve as a technology resource for self-arrival stations, screen visitors coming into main clinic entrance, serve as valet to transport and assist in arranging transportation, and answer basic patient account questions.

Essential Duties & Responsibilities:

• Uses scheduling and registration systems to identify patient appointments, view and/or add appointments for immediate access and monitor wait times at self-arrival stations.
• Updates registration system with information updated by patient during pre-registration or at arrival station, including reviewing insurance eligibility status and insurance errors.
• Anticipates patient and visitor needs in order to accommodate them and provide an exceptional experience at Winona Health.
• Transport patient to/from appointments arrange transportation after appointment and help with wayfinding.
• Cleans and organizes wheelchairs, electric mobility chairs, and lobby.
• Report any patient incidents or safety events timely and in appropriate manner.
• Answer patient questions on balances on pre-registration/arrival station. Take basic payments, answers basic balance questions and refer patients with additional questions to Patient Resource Room for resolution.
• Responsible for answering admitting telephone line to update all hospital encounters for changes in status (direct admission, boarding, observation, etc.).
• Triage My Winona Health questions, set up patients with portal access, and log tickets as needed.
• In addition to the responsibilities described above, the role may include other duties and responsibilities as assigned by management, based upon Winona Health’s needs or requirements.
• Other job duties as assigned.

Supervisory Responsibilities:

No direct reports

Skills and Experience:

Required:

• Must be mobile and have the ability to push patient in wheelchair, if necessary, within any location of clinic/hospital
• Ability to work independently with minimal supervision and able to function effectively under stress while continuing to a positive attitude with patients/visitors at all times
• Basic computer skills: Microsoft Word, Excel, Outlook, etc.

Preferred:

• High School Diploma or equivalent is preferred
• 1 years of customer service, reception, or business experience
• Preference given to those who: speak a second language and/or have previous insurance experience

Internal Applicant Policy:

It is the policy of Winona Health to work with employees in an equitable fashion regarding promotions, transfers, and position reclassifications.
 
Any employee wishing to apply for another available position at Winona Health must submit an application for consideration through the internal application portal. Employees requesting to change positions should have successfully completed at least six (6) months in their current position. Employees currently in the formal disciplinary process may be required to meet with the Director of Human Resources to determine eligibility to request transfer. The employee’s past performance, experience, training and qualifications will be considered in transfer/hiring decisions. Consideration for transfer or promotion is not a guarantee of transfer or promotion. Employees may be given a chance to interview for a position when they meet the minimum position qualifications.

Disclaimer:

Winona Health is an equal opportunity employer. Winona Health does not refuse to hire, discharge, or discriminate against a person with respect to tenure, compensation, terms, upgrading, conditions, facilities, or privileges of employment because of race, color, creed, religion, sex, age, national origin, marital status, genetic information, status with regard to public assistance, membership in a local discrimination commission, sexual orientation, disability, veteran status, or any other prohibited basis of discrimination under applicable local, state, or federal law. Winona Health does not tolerate retaliation against any employee, patient/resident, physician, or other individuals pursuing concerns regarding Civil Rights issues. Winona Health adheres to ALL pertinent governmental policies and legislation including the Civil Rights Act of 1964, Title VII, as amended, and the Minnesota Human Rights Act.