Senior Patient Access Representative (PRN | Shifts Vary}

111 Michigan Avenue Northwest
Washington, DC 20010


Kids Are Our Everything.

Department

10112 Patient Access

Pay Range

$21.81 - $43.62

Join Children’s National as a Senior Patient Access Representative and serve as a trusted first point of connection for patients and families throughout their care journey. In this role, you will combine compassionate customer service with strong registration, scheduling, insurance verification, and problem-solving skills to help ensure each patient experience begins smoothly and accurately. As a senior member of the Patient Access team, you will also support workflow efficiency, model service excellence, assist colleagues with complex questions, and contribute to a welcoming, mission-driven environment focused on children, families, and the communities we serve.

The Senior Patient Access Rep will report to the Patient Access Supervisor or Manager and provide patient services and administrative support in ancillary operations. Will act as a knowledge source for registration by assisting in the daily process outcomes of the department. Will support team with training and problem solving to enhance registration performance. The Sr Patient Access Rep will be responsible for the continued development of staff and work with management to develop training programs, and assist with compliance with quality assurance program. Will interact with parents, patients, physicians and other staff under moderate supervision in a courteous manner. Provide assistance to other employees within their department as well as other departments. Collect and verify all demographic information to ensure accuracy . May provide required notification of scheduled and unscheduled services according to insurance provider requirements. May be responsible for scheduling patients for ancillary appointments. Position may be required to float to ancillary patient access areas for coverage (ED, RAD, IP , LAB, AMSAC etc.). Must be able to complete a minimum of one complex access function (Complex Scheduling , Bed Management and Complex Mentorship).

Minimum Education High School Diploma or GED (Required)

Minimum Work Experience 3 years Related experience (Required)

Required Skills/Knowledge Broad knowledge in administrative processes, customer service skills. Computer knowledge necessary . Microsoft Office experience preferred (Word & Excel). Complete Patient Access training curriculum and pass all competency assessments. The ability to type minimum of 35 words per minute required.

Functional Accountabilities Patient Services

• Ensure accuracy of scheduling patients using the applicable scheduling system for the department: schedule routine and add-on exams; schedule complex radiological exams prior to the patient's arrival.

• Complete computer aided, on-line registration screen with parent/guardian via telephone or in person in professional & courteous manner. Complete bedside registration based on assigned work space.

• Collect accurate demographic and insurance information. Update systems as needed in accordance with department standards for registration accuracy: Bedside registration conducted for ED patients; Bedside registration conducted when appropriate for Inpatients.

• Update scheduling systems with cancellation and no shows by COB. Reschedule appointment for patients who did not show or for ancillary services cancellations by providers. Schedule follow up appointments at check out.

• Greet patients and parents courteously. Arrive patient in appropriate system based on department policy.

• Obtain required consents for department & ensure distribution of compliance related materials (i.e. HIPPA Privacy Notice, Patient Rights). Obtain copy of insurance card and photo ID to be stored in medical record (copy or scan activity required). Ensure applicable insurance company and CNMC HIM department receive copies of appropriate forms/documentation. Complete all documentation in accordance with department policy and procedure.

• Collect and record co-payments, deposits and payments in full and provide payer with receipt: Responsible for helping department meet 85% of the collection target for the department.

• Respond to patient portal work lists (i.e. appointment requests, fax queues, email requests, etc. May include messaging center work lists in the future).

Information Verification

• Verify insurance eligibility using applicable eligibility system. Ensure that managed care carve outs (lab and radiology carve outs) are adhered to. Notify insurance companies or review agency as required by hospital contract and document notification as defined by policy.

• Advise leadership of any authorization issues at the time of check-in: Identify surgeries/diagnostic testing without an authorizations; Contact provider’s office or scheduling coordinator to address issue timely without delaying patient care.

• Notify parents of the need for completed insurance referral form or pre-authorization prior to scheduled/unscheduled appointment.

• Discuss co-payment, deposits, payment in full, or past due balance collections with parents in a professional & courteous manner.

• Counsel parents or refers parent to Financial Information Center (FIC) for establishing payment schedule or method of payment.

• Verify insurance information is complete prior to procedure, and collect and verify pre-authorization/referral information: Obtain authorizations 5 days in advance of service; Interface with insurance companies as needed; Document activity in “account notes” following standards set by department; Complete complex authorization process for IP services.

• Utilize all systems where patient information may be to verify that systems are in synch.

Bed Management, Billing/Charts Preparation, Daily Reconciliation

• Review and print department schedules, ensure appropriateness of scheduled appointments, and back fill open slots: For ancillary services ensure all applicable orders/scripts/referrals are obtained prior to services being rendered.

• Appropriately clear all walk-ins and ensure scheduled appointments are linked to scheduling system.

• Retrieve department chart for existing patients and prepare chart for new patients.

• Assigns beds to patients in accordance with established criteria and availability: Communicate bed assignments to sending and receiving units; Contact AD Coordinator regarding transfers from other hospitals; Process all admissions and transfer request accurately and timely; Notify insurance company of admission in a timely manner.

• Discharge active recurring accounts for patients being admitted. Follow policies and procedures for specialty discharges (i.e. WRTC).

• Reconciles charge capture against schedules.

• Maintain departmental requirements regarding cash controls and collections. Reconcile daily cash receipts/collections and submit to manager.

• Ensure that quality registration work queues are addressed timely: Activity should be completed 3-4 days in advance of ancillary session; Work standard may be 5-7 days for areas with procedures requiring authorizations.

Performance Improvement, Mentoring and Training

• Provide input to manager about registration errors for ongoing training purposes: Monitor & correct registration errors; Monitor QA reports to identify training needs & ensure standards are met.

• Work with manager to reduce registration and authorization denials. Work with manager to research and resolve missing charges.

• Provide expertise to peers throughout the institution: Train & mentor PAR staff (may conduct training sessions); Provide work flow guidance.

Office Support

• Answer telephone and address caller needs appropriately: Avoid transferring calls for better service to families; Meet department standards relative to ACD policies if applicable; Manage voice mail messages within same business day.

• Distribute mail. May work returned mail as needed.

• Responsible for information distributed via e-mail: Check work email a minimum of 3 times daily and respond to inquiries within 24 hours (or next business day).

• Maintain office files and office supplies at PAR levels.

• Maintain clean reception area and work space.

• Other support as needed.

The disclosed salary range includes the minimum and maximum rates within which Children’s National believes an individual’s base pay rate will fall for this position. It is not typical for an individual to be hired at or near the maximum of the pay range. The exact pay rate for this position will be based on a variety of factors in alignment with the Children’s National compensation philosophy. These factors are legitimate and non-discriminatory including, but not limited to, the current market conditions; organizational needs; the individual’s combination of prior work experience, level of education, knowledge, skills, and other qualifications. Children’s National is committed to providing a fair and competitive total rewards package to each of our employees. This base salary range does not include our comprehensive benefits package or any additional compensation for which this position may be eligible.

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your RightsPay Transparency Nondiscrimination Poster.

Please note that it is the policy of Children's National Hospital to ensure a “drug-free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.