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Mercy Medical Center Clinton Patient Access Representative - Full Time Days-2 in Saint Joseph Mercy Health System Hospital Campus - Pontiac, Michigan

Employment Type:

Full time


Day Shift


Job Description

I Accountability Objectives:

Responsible for performing the Patient Access process, completing accurate registration and pre-registration process

and insurance verification for eligibility, scheduling for various departments procedures/appointments, entering patient

data for services for departments participating in PHS (Pathways Healthcare Scheduling), coordinating multiple

services in proper sequence, and informing patient/doctor's office as to preparations and insurance requirements for each

service. Collaborates with multiple departments to best utilize equipment and facilities, while accommodating

physician preference and patient needs. Displays a courteous, professional manner, proactively developing customer

relationships and giving high priority to customer satisfaction.

II Position Qualifications:

Minimum Education, Licensure / Certification and Experience Required.

A. Education

High school diploma or GED or equivalent required.

Courses in word processing and medical terminology preferred.

College classes in a business, public relations, or medical field concentration preferred.

B. Licensure / Certification

National Association of Healthcare Access Management certification preferred within one year of start date,

and maintains certifications.

C Special Skill / Aptitudes

Ability to type 30 wpm and familiarity with computer systems and applications required.

Ability to pass the basic medical terminology test with a passing grade.

Completion of Patient Management Registration Course and Pathways Healthcare Scheduling Course with at

least an 85% grade on the final exams prior to receiving access codes within 90 days of start date.

Strong interpersonal skills necessary to provide scheduling and registering patients and to clearly

communicate with a variety of customers of all ages and cultures.

Ability to work independently, organize tasks, problem solve, and devise acceptable solutions in a fast paced

work environment.

Ability to simultaneously gather verbal information through the use of the telephone and enter data into an

on-line computer terminal.

Excellent customer service orientation skills necessary in order to deal effectively with various levels of

hospital personnel, outside customers and community groups.

II Position Qualifications:

Minimum Education, Licensure / Certification and Experience Required.

D. Experience

One year work experience related to patient registration, insurance verification, and/or medical terminology

required, normally gained by working in a hospital or physician's office setting including customer

interaction service OR

6 months emergency services experience related to patient registration, insurance verification, and/or medical

terminology required.

One year experience with ICD-9-CM and CPT coding as a Registrar or Patient Access Professional preferred.

III Duties / Responsibilities:

1 Interviews the patient / family for admission and outpatient registration by entering the appropriate required

information on-line. This will include, but is not limited to: demographics, clinical, and detailed insurance


2 Performs insurance eligibility verification by phone or on the Internet.

3 Independently schedules procedures for all departments and any subsequent departments added to Pathways,

utilizing individual departmental grids, resources and guidelines.

4 Determines if authorization is required for the patient's service and secures authorization for

treatment/procedures prior to service being rendered.

5 Determines an understanding of hospital policies, prevailing regulatory and third party requirements (MSP

questionnaire, pre-certification process, consent forms, etc.)

6 Recognizes and problem solves conflicts associated with time requests, resources, equipment or staff for each


7 Coordinates multiple hospital services such as surgical procedures, ancillary testing, etc., in proper sequence

and according to the rules of the system, which may include managed care requirements and clinical


8 Refer patients with no insurance or outstanding balances to the Financial Counselor.

9 Informs patients or doctors' offices of preparations for appointments made.

10 Works independently to problem solve scheduling issues and troubleshoot/report system problems.

11 Maintain uninterrupted scheduling service utilizing down-time procedures.

12 Provides daily reports or printouts as directed while maintaining the confidentiality of patient records and

information at all times.

13 Utilizes excellent customer service and telephone courtesy skills in all interactions with customers.

14 Attends meetings, participates in Continuous Quality Improvement.

15 May perform clerical tasks specific to supporting an assigned department(s) i.e., receptionist duties, charge

capture, report processing and delivering, copying, filing, etc.

16 Performs other duties as assigned.

Demonstrates and actively promotes an understanding and commitment to the mission of St. Joseph Mercy

Oakland through performing behaviors consistent with the Trinity Health Values.

Maintains a working knowledge of applicable Federal, State, and Local laws and regulations, the Trinity

Health Organizational Integrity Program, including the Standards of Conduct, Code of Ethics, as well as

other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and

professional behaviors.

Supports and conducts one's self in a manner consistent with customer service expectations.

In accordance with unit or departmental practice, determines that appropriate charges have been entered for the

correct patient, encounter, date/time of service, with any required modifiers. Make corrections as needed per

charge capture policy/practice.

In accordance with unit or departmental practice, actively participates in on-going education and

communication regarding revenue management.

In accordance with unit or departmental practice, assists with tracking and monitoring of equipment assigned

to the unit. Requests services for maintaining equipment as needed.

In accordance with unit or departmental practice, proficient with the electronic health records for

documentation, assessment, and care management, performing these activities concurrently with provision of

care throughout the shift.

IV Dept/Unit Specific:

Not Applicable

V Working Conditions:

• Requires ability to sit up to 100% of time using a computer terminal, typing, and answering phones.

• Working weekends and holidays as necessary to meet staffing needs. Work on different shifts may be

assigned as necessary to meet staffing requirements. May be required to work overtime.

• Normal office environment.

Trinity Health's Commitment to Diversity and Inclusion

Trinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.

Trinity Health is one of the largest multi-institutional Catholic health care delivery systems in the nation, serving diverse communities that include more than 30 million people across 22 states. Trinity Health includes 94 hospitals, as well as 109 continuing care locations that include PACE programs, senior living facilities, and home care and hospice services. Its continuing care programs provide nearly 2.5 million visits annually.

Based in Livonia, Mich., and with annual operating revenues of $17.6 billion and assets of $24.7 billion, the organization returns $1.1 billion to its communities annually in the form of charity care and other community benefit programs. Trinity Health employs about 133,000 colleagues, including 7,800 employed physicians and clinicians.

Committed to those who are poor and underserved in its communities, Trinity Health is known for its focus on the country's aging population. As a single, unified ministry, the organization is the innovator of Senior Emergency Departments, the largest not-for-profit provider of home health care services — ranked by number of visits — in the nation, as well as the nation’s leading provider of PACE (Program of All Inclusive Care for the Elderly) based on the number of available programs. For more information, visit www.trinity-health.org . You can also follow @TrinityHealthMI on Twitter.