Patient Access Associate - Emergency Department

At Houston Methodist, the Patient Access Associate position is responsible for obtaining and entering accurate demographic and insurance information in the electronic health record (EHR) on patients presenting at the various entry points of the facility. This position performs cashiering functions, ensuring that all hospital accounts are secure, through the collection of the required co-pay, deductibles and co-insurance. This position also performs the medical necessity check, to ensure compliance with Medicare guidelines. The Patient Access Associate position employs effective communication skills, promoting excellent customer service in every interaction. This position is also required to adhere to all departments, hospital, governmental and/or any other healthcare licensing agency requirements related to the Emergency Medical Treatment and Labor Act (EMTALA) and the Health Insurance Portability and Accountability Act (HIPAA).PEOPLE ESSENTIAL FUNCTIONS

Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.

Communicates openly in a non-judgmental manner and in a professional demeanor during all interactions with customers and co-workers.

SERVICE ESSENTIAL FUNCTIONS

Obtains and records accurate demographic and insurance information on patients by interviewing patients, family members and physicians. Ensures that the correct insurance plan codes are utilized for the billing process.

Explains the consent forms, obtains signatures on the forms and responds to any questions in a professional manner.

Contributes to departmental and hospital patient experience. Proactively seeks solutions to address patient issues and concerns. Alerts management in a timely manner to any unusual and/or difficult situations impacting the level of service.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Uses patient identifiers consistently to properly identify patients and the correct medical records. Refrains from issuing new medical record numbers to patients with existing accounts.

Meets goals set by the department (e.g., registration error rate, productivity/activities per hour, etc.).

FINANCE ESSENTIAL FUNCTIONS

Ensures that ordered services meet established medical necessity criteria when applicable.

Collects payments based on pre-determined information. Performs insurance verification to determine patient out of pocket expenses for services. If applicable, offers payment options after the minimum required payment has been received. Fulfills monthly goals for cash collection.

Accurately posts and receipts patient payments. Balances cash drawer on a daily basis; follows the department policy related to cash drawers and cash receipting.

Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

Displays initiative to improve job functions. Demonstrates adaptability and flexibility during changing demands. Offers suggestions to streamline process for efficient patient flow.

Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.EDUCATION

High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

Two years of experience in a strong customer service environment

One year of registration experience in a hospital environment preferred

LICENSES AND CERTIFICATIONS - REQUIRED

N/A

KNOWLEDGE, SKILLS, AND ABILITIES

Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

Ability to multi-task and flexibility to meet the requirements of the patients and the department

Knowledge of basic registration/access functions and insurance procedures

Ability to problem solve

Ability to remain calm in stressful situations with patience and understanding

Excellent customer service and professional communication skills

Proficient computer skills and ability to learn and navigate multiple software programs

Ability to handle detail work accurately and rapidly

SUPPLEMENTAL REQUIREMENTSWORK ATTIRE

Uniform Yes

Scrubs No

Business professional Yes

Other (department approved) Yes

ON-CALLNote that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

On Call No

TRAVELTravel specifications may vary by department

May require travel within the Houston Metropolitan area No

May require travel outside Houston Metropolitan area No

Company Profile:Houston Methodist The Woodlands Hospital opened in June 2017 as the eighth hospital in the Houston Methodist system. This 267-bed, 725,000-square-foot, full-service, acute-care hospital offers many of the same services as our flagship hospital in the Texas Medical Center. Also, on the beautiful hospital campus, located at the intersection of Interstate 45 and Texas State Highway 242, are two medical office buildings, which include a Breast Care Center; Cancer Center; infusion center; heart and vascular services; neurology; orthopedics and sports medicine; rehabilitation services; wellness services; an outpatient laboratory; and several other multispecialty physician practices. In January 2022, Houston Methodist The Woodlands opened Healing Tower — a $250 million expansion project that added 106 beds, focused on medical-surgical and women’s services, and provided nine operating rooms. The project also included the expansion of the endoscopy center, emergency department and diagnostic imaging department with an enhanced neurodiagnostic and interventional center.Houston Methodist is an equal opportunity employer inclusive of women, minorities, disabled persons and veterans.Equal Employment OpportunityHouston Methodist is an Equal Opportunity Employer.Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.Houston Methodist is an Equal Opportunity Employer.Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.