Patient Access Representative

Munson Medical Center
Traverse City, MI

PAS: Central Scheduling


PM shift

32 hrs



High school graduate or GED required.  One year (32 credits) of college classes and/or training or equivalent experience in a hospital or related field required.

Associates Degree preferred.

Minimum of (6) months in Patient Access Services.  Proficient in department software and demonstrated knowledge of job.  Completion of appropriate competencies with a score of 90% or better.  High level of accuracy required, must be self-directed.

One and one-half years clerical experience in a hospital or a health related field with experience with medical records required.

Must meet all requirements of all levels of Position attributes through Level 3.

Advanced education or experience in medical and/or insurance field with appropriate terminology required.  (Must be able to demonstrate proficiency.)

Knowledge of ICD-9 tables preferred.

Ability to complete all aspects of the job responsibilities without close supervision.

High-level oral and written communication skills.  Ability to demonstrate effective communications in many diverse patient and interdepartmental situations.

Demonstrates a high level of customer relation skills.  Must be sensitive to feelings of others and able to make multiple decisions regarding appropriate gathering of information.

Intermediate knowledge and basic spreadsheet skills required.  Typing speed of 45 wpm minimum, with computer word processing and data base experience required.  Must demonstrate competency in GroupWise I, Excel I, and Word.

Ability to work positively with all levels of staff in completion of job responsibilities.


Contributes to the team orientation of Munson Healthcare and Patient Access Services and, as such, is responsible for proper communication with all departments and staff.

Must possess exceptional people skills.  Greets patients, family members and other customers in a courteous and welcoming manner.  Ask for and provides all information necessary to promote patient understanding of procedures, expectations, and the hospital environment; exchanges all information in a friendly, kind manner.

Exercises a high degree of control over confidential medical information.

Assists with job shadowing of new hires prior to system education.

Assist the Quality Team and Office Coordinators with education and error correction for Level 2 staff members regarding registration and/or insurance errors.

Interprets and initiates problem solving, prioritizes work activity, determines effective means of dealing with patient/family issues.

Represents the PAS department in inter and intra department process improvement efforts.

Keeps offices and work areas orderly and properly stocked.

Responsible to access department communications daily utilizing telephone voice mail and/or e-mail.  Expected to make immediate requested changes to current information collection procedures utilizing daily communications.  This is often requested before official documentation of changes.

Performs all other duties as assigned.

Customer Service Responsibilities:

Greets and directs patients and/or families to testing and surgical areas in the facility.

Transports or arranges for transportation via wheelchair, as needed.

Collects and releases patient valuables envelopes, assuring proper patient identification.

Registration Responsibilities:

Obtain/verifies all required patient information and enters the information into the registration system following the screen flow in an accurate manner.  Completes all assigned registration sin an expedient manner subject to department requirements.

Prints, reviews and proofreads completed registration forms before releasing to patient care areas.

Responsible for distribution and documentation of the Privacy Notice for HIPAA regulations.

Secures patient or guarantor signature for authorization of treatment, release of medical records, assignment of insurance benefits, and HIV testing in the event of an accidental exposure.

Contacts family of minor children presenting for care to secure permission for treatment when guardian is unavailable.

Verifies and documents presence of Advance Medical Directives and provides education for all adult patients.

Coding/Medical Necessity/ABNs:

When appropriate, determines and documents appropriate ICD-9 diagnosis and procedure codes, using 3-M Coding software.

Responsible for screening medical necessity and distribution of Advance Beneficiary Notice.

Insurance Responsibilities:

Educates/informs patients of insurance requirements as needed.

Inputs and updates all insurance information in appropriate screens.

Verifies eligibility of all insurances available on line.

Identifies primary and secondary insurance.  Sequences Blue Cross/Blue Shield, Medicare, Medicaid, Workman's Compensation, Commercial and Auto Insurance as appropriate.

Obtains claim numbers and verifies that claims are established for Workmen's Comp and Auto Insurance.

Identifies the need for pre-authorization information, makes decisions relating to insurance eligibility utilizing several on line systems available to MMC.  Obtains and documents pre-authorization as appropriate for procedure.

Assures follow up on all verifications not retrievable in a timely manner and refers any problem cases to Patient Accounts.

Responsible to keep current on billing requirements from third parties such as, Blue Cross/Blue Shield, Medicare, Medicaid and all other health insurance carriers.

Collection Responsibilities:

Refers patients to Assistance Coordinator to obtain financial assistance and/or refers patients to Patient Accounting for payment arrangements when appropriate.

Collects cash/credit card payments on accounts for deductibles, co-pay, patient balances, including monthly statements.  Prepares and balances daily bank deposits.


Works various reports, including but not limited to, PRT Past Expected Date, Auto Pending, Workman's Compensation Pending, MSP, Verification Follow-up, Rejection, and Address Error.


Uses Encompass software to schedule various appointments that don't require clinical intervention.  This includes but is not limited to, ARTC appointments, Non-interventional Radiology and misc. therapies.

Registrars with scheduling assignments can expect their duties to be adjusted with the growing demands of our customers.

Additional Midnights Shift Duties:

Provides coverage for admitting team.

Relieves switchboard for breaks and lunches.

Provides coverage for affiliates (POMH, LMHC, and KMHC) registrations.

Perform PRT turnovers.