Job Description Patient Access Associates (PAA) are the first point of contact for patients.
PAAs are in charge of scheduling appointments, surgeries, radiology procedures and more.
As well as verifying insurance coverage to ensure approval and provide accurate payment information to patients.
PAAs also complete all registration processes from confirming patient identification to HIPPA regulations.
Lastly, Patient Access Associates assist in the admission of patients for hospitalizations and surgeries.
Job Responsibilities Accountability Accepts personal responsibility for work results.
Works independently completing assignments without close supervision.
Resolves issues, anticipates next steps and works to the next level when possible.
Connects personal work results to accomplishment of team and organizational goals.
Accuracy Delivers an acceptable volume of work with high levels of accuracy.
Improves inefficiencies and minimizes repetitive errors by changing how work is done.
Shares errors trends and makes recommendations to improve results with staff/team members.
Accepts responsibility to review and correct errors before completion, and routes to others for review when appropriate.
Effective Communication Selects an appropriate method of communicating for audience and message.
Adjusts communication style to fit the target audience.
Communicates ideas and messages clearly and concisely.
Listens actively and asks questions for clarity.
Financial Counseling Explains insurance benefits and patient liability using appropriate communication methods/style.
Checks for understanding and answers any questions.
Conducts post-submission follow up on alternative funding applications.
Requests/secures balance due payments from patients in accordance with established policies and procedures.
Educates and assists patient with the completion/submission of applications for alternative sources of payment for healthcare services, including medical assistance programs, loans and grants.
Maintains current financial counseling reference manual.
Reviews documented insurance benefits and patient liability in appropriate system(s) to prepare for patient counseling session.
Insurance Verification Identifies and communicates payor authorization and referral requirements.
Completes and documents in appropriate computer system.
Maintains updated authorization/referral requirements information and communicates to team members.
Applies knowledge of online payor verification systems to obtain and validate insurance information on a timely and accurate basis.
Determines patient financial responsibility and notifies patient and/or guardian as necessary.
Patient Admitting Accesses appropriate systems or services to confirm insurance coverage or other means of payment.
Processes billing and insurance paperwork in compliance with regulatory guidelines.
Greets and interviews incoming patients/visitors to identify their needs and directs them accordingly.
Coordinates with other departments to assist or transport patients/visitors requiring special attention or support.
Interviews patients to secure and document required medical, financial, demographic and insurance information.
Provides patients with forms required for medical care and secures completed, signed forms.
Enters patient data into registration, medical record or other required information systems.
Coordinates with and notifies other departments of updated information/admission information.
Patient Safety
– Non-Nursing Reports safety hazards/violations and takes appropriate action to protect the environment and guests until help arrives if necessary.
Demonstrates knowledge of safety policies and procedures relevant to department/position.
Provides appropriate assistance to/on behalf of patients demonstrating or communicating a need for assistance.
Reports all near misses, accidents, and occurrences for patients, visitors and staff.
Observes working environment for potential and actual hazards.
Attends patient safety training and maintains up-do-date safety certifications if required for job.
Wears photo I.D.
badge at chest level at all times and identifies self and role to patients and their families.
Patient Scheduling Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
Obtains necessary information from patients, physicians, and/or staff to identify prerequisites and time requirements for scheduling specific appointments.
Provides patients with pre-service instructions and confirms appointment details.
Enters patient information into the scheduling system and coordinates appointments between departments as needed.
Modifies the schedule to accommodate emergency situations.
Problem Solving Responds to daily problems with an appropriate sense of urgency.
Uses a logical process to identify the cause of the problem and develop an appropriate solution.
Involves others in the problem solving process when additional input is needed.
Recognizes when a problem needs to be elevated for resolution.
Service Excellence Expresses sincere concern and empathy when dealing with a customer complaint.
Finds solutions to customer problems even when unrelated to own work area.
Deals with unexpected customer requests quickly and pleasantly.
Seeks guidance from co-workers or supervisor when necessary.
Engages in active listening when dealing with a customer complaint.
Greets customer and offers assistance.
Teaming Accepts and provides direct, honest feedback between team members in a non-punishing manner.
Works effectively with team members to achieve team goals.
Supports group decision even if the decision differs from personal opinion.
Informs and consults team members, leaders and stakeholders as to potential barriers that impact team results.
Education Additional Requirements High School Diploma or GED Experience 1 year of customer service or 1 year of experience in a medical setting or associates degree Skills Basic communication and computer skills About Us Inova is Northern Virginia’s leading nonprofit healthcare provider.
Our mission is to provide world-class healthcare – every time, every touch – to each person in every community we have the privilege to serve.
Inova’s 18,000 team members serve more than 2 million individuals annually through an integrated network of hospitals, primary and specialty care practices, emergency and urgent care centers, outpatient services and destination institutes.
Inova is home to Northern Virginia’s only Level 1 Trauma Center and Level 4 Neonatal Intensive Care Unit.
Its hospitals have a total of 1,936 licensed beds.
More information and statistics about Inova can be found at www.inova.org.