80/pp; M-F; 8am-5pm; requires flexibility

 Position Title:     Patient Access Liaison                                   Job Code:            0813
Department Names:      Patient Access, Primary Family Services, Specialty Medical Services, Specialty Surgical Services, Occupational Medicine, ED/UC, Satellite Clinics 
 
 
Position Summary
 
The Liaison position serves as the first point of contact for our patients and exemplifies personal warmth and patient engagement, professionalism, is discrete, and offers solutions in anticipation of patient needs.  Greets every patient verbally, with eye contact and body language that is welcoming and friendly. Gives total attention to patient and listens to what patients are saying and is conscious of non-verbal clues to patient’s status.  Seeks to personally provide resolution to patient issues/needs or personally hands off to a more suitable level of staff member.  Ensures the needs of the patient were met satisfactorily.
 
Ensures accuracy and thoroughness in all patient demographic and insurance related activities.  Collects all anticipated balances and provides notification to patient of overdue or current balances.  Sets up payment plans and personally connects patient to financial counselor if needed.  Is well versed on the Community Care plan.
 
Functions as an integrated team member and works with department staff to ensure patient needs are met, increase overall efficiency of department and collaboratively accomplish needed activities.
 
Core Competencies       
 Provides Professional and Personal Warmth in Welcoming Patients
•             Greets patients (patients and visitors may be of all ages, neonatal to geriatric, and may have all degrees of disability, both mental and physical) upon arrival in a warm and attentive manner and assesses for special needs and/or accomodations. 
•             Anticipates patient needs and works to provide resources/assistance as appropriate
•             Monitors reception areas to ensure all patients are seen and family members are welcomed
•             Provides direction and information as appropriate to resolve patient issues/needs personally or hands off to a more suitable level of staff member for resolution
•             Notifies patient care staff of patient arrival.        
 
Demonstration of exceptional customer service and knowledge of standards. 
Knowledge of interpreter and special need services.
Thoroughly and accurately completes patient appointment scheduling process
•             Accurately schedules visit by phone or in person.
•             Verifies patient demographic and insurance information.
•             Assign appropriate visit type and corresponding length of time for visit.
•             Review After Visit Summary (AVS).
•             Schedules tests in other areas as needed
•             Provides balance information and takes payments at time of scheduling or annotates system so payment can be collected at time of appt.            
Knowledge of patient scheduling guidelines
Understanding of Advance Access and Epic
 
 
 
Knowledge of documentation to provide to patient for follow-up treatment/testing.
Interpret and understand how to follow through.
Understanding of scheduling requirements for other depts.
 Processes departmental Phone calls
•             Answer the phone in an appropriate and timely manner using professional tone and manner of speaking
•             Take messages for Providers and Nurses and/or provides conduit for non-medical advice communication (except on express direction of provider/nursing staff)
•             Documents all calls and responses made in system         
Strong phone skills
Understanding the use of internal communicates.
Maintain provider schedules
Understanding the blocking and unblocking of provider’s schedule as well as possible building of template.
Completes patient registration process
•             Verifies patient demographic and insurance information and enters into computer system accurately
•             Initiates process to establish accounts for worker’s compensation patients.
•             Collects co-pays, generates receipt and co-pay report at end of day.
•             Verifies and updates necessary forms for patient signature.
•             Follows cash management processes with end of day balancing                Knowledge of the appropriate computer system.
 
Knowledge of contracted payors.
 
Ability to utilize internet/intranet systems.
 
Knowledge of security systems for cash management.
 
Knowledge of forms and documents required for patient treatment.
 
Effective and timely communications skills.
 
 
Point of Service Collections
•             Collects all known copay amounts, deductibles, etc. at the time of service
•             Discusses and seeks to collect all outstanding patient balances during interactions
                Knowledge of payer information related to patient responsibility
 
Comfort discussing financial obligations with patients
Financial Counseling
•             Sets up payment plans according to protocol for patients who request
•             Has strong understanding of financial policies for discussion purposes with patients
•             Refers and personally hands off, patients requesting financial assistance to Financial Counselors               Knowledge of financial policies
 
Knowledge of criteria for qualification
 
Understanding of parameters for Payment plans
Referral Entry (if applicable)
•             Document the referral information in Epicare    
Understand the Referral Process and Information
Computer Skills
Knowledge of proper form completion
Chart Scanning (if applicable)
•             Scanning documents per policy.               
Knowledge of the Epicare Software/Epic Scan
Knowledge of current written policies
•             Demonstrates ability to provide care or services adjusting approaches to reflect developmental level and cultural differences of population served.           
Knowledge of developmental stages and age appropriate outcomes and interventions
Ability to accept cultural differences
 
This description is intended to provide only basic guidelines for meeting job requirements.  Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.
 
 
 
Minimum Qualifications
AA Degree  in related field
or 1 year post secondary training for hospitality/CMA/or other applicable training. 
 
In lieu of education, one additional year of experience in the areas stated below will be acceptable.
 
2 years experience in a customer service, scheduling/reception or other related role
 or
1 year work experience at Fairview Red Wing                                                                                 
 
 
Preferred
Bachelor’s degree, hospitality training, Patient Representative experience
Healthcare, customer service, or hospitality experience
 
 
Additional Requirements
Must be a team player with strong personal need to make a difference with every patient encounter. Excellent public relations and communication skills.  Strong telephone and computer skills. Attention to detail and accuracy.  Must be flexible with work schedule.  Must be efficient.  Willingness to work in other departments. Must maintain regular and acceptable attendance.  May be required to work overtime hours.  Knowledge of medical terminology preferred.