Patient Access Representative

Employment Duration: 3 months (w/ potential for extension)

This position does NOT have a fixed schedule.

The Emergency Department Registration team operates 24 hours a day 7 days a week. Candidates must have flexible availability throughout the assignment.

Candidates must be available to:

• Work morning evening and night shifts
• Work different days of the week
• Work weekends
• Adjust their schedule based on departmental needs

Please only apply if you can accommodate a variable work schedule. Specific shifts and workdays are not guaranteed.

Under the supervision of the Patient Access Services Manager the Senior Admitting Worker is generally assigned a primary work unit but may rotate or be assigned to any area or site as outlined in the Admitting Department Expectations.

The Senior Admitting Worker is responsible for greeting patients verifying patient identity checking in and registering patients and coordinating escort upon arrival for services and/or after nurse triage. Responsibilities include collecting demographic and financial information accurately entering information into hospital systems and collecting and posting payments as appropriate.

This role requires excellent customer service professionalism and effective use of multiple hospital information systems to communicate with patients visitors and staff while responding to inquiries. The incumbent is expected to comply with Medical Center policies and procedures and contribute to a positive patient experience by fostering teamwork respect cultural sensitivity and effective communication throughout the organization.

Key Responsibilities:

• Greet patients upon arrival to the Emergency Department via walk-in or ambulance.
• Complete patient check-in and registration for inpatient and outpatient services including required regulatory documentation.
• Provide information and respond to patient and family inquiries.
• Interview patients to verify demographic and insurance information.
• Document required registration information and verify insurance eligibility.
• Complete registration and admission processing for Emergency Department and Birth Center patients requiring admission.
• Maintain and update the Emergency Department on-call board.
• Verify patient identity using required patient identifiers and follow Red Flag protocols.
• Document patients and approved visitors preferred language.
• Coordinate communication among patients families visitors physicians and Medical Center departments.
• Collaborate with Central Patient Placement on bed assignments.
• Assist in training new staff members.
• Coordinate access to additional patient and family resources including patient relations spiritual care social work and community services.
• Distribute available patient and visitor amenities when appropriate.
• Confirm patient copay and deductible amounts and make reasonable collection attempts.
• Coordinate interpreter services and facilitate language assistance resources.
• Assist with activation of emergency response teams through established communication systems.
• Maintain access to required hospital systems and insurance portals.
• Answer incoming Emergency Department telephone calls and coordinate patient transport as needed.
• Help maintain clean organized and presentable patient waiting areas in accordance with infection control policies.
• Demonstrate service excellence by adhering to UCSF Medical Center standards for professionalism communication teamwork respect integrity diversity and excellence.
• Protect patient privacy and maintain confidentiality of protected health information.
• Follow all applicable safety and infection control policies and procedures.
• Respond appropriately during emergency situations and disaster procedures.
• Work flexible schedules including weekends holidays overtime and alternate shifts as operational needs require.
• Meet departmental productivity and accuracy standards.
• Perform additional duties and special projects as assigned by the supervisor.
• Uphold departmental dress standards and appropriate identification.
• Help mitigate difficult patient family or visitor situations in coordination with Security and Hospital Supervisors.

N/A

Required Qualifications:

• High school diploma GED or equivalent.
• Flexibility to orient and work at all UCSF Health locations.
• Demonstrated strong customer service skills.
• Prior healthcare insurance-related or comparable experience.
• Ability to analyze information solve problems and recommend improvements.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to follow instructions and work quickly and accurately.
• Basic computer skills including proficiency with Microsoft Office and typing at least 30 words per minute.
• Strong verbal and written communication skills.
• Ability to communicate effectively with a culturally diverse patient family and staff population.
• Ability to work independently with minimal supervision.

Preferred Qualifications:

• Two years of healthcare insurance-related or comparable experience.
• Knowledge of health insurance eligibility and authorization requirements.
• Experience with Epic and Admissions Discharges and Transfers (ADT).
• Second language proficiency.
• Previous experience in a hospital insurance payer or physician office setting.
• Basic knowledge of medical terminology.
• Knowledge of government programs including Medi-Cal Medicare MIA CCS and other third-party payors.