New patients are enrolled by a patient access representative, who also provides information about the facility and its policies. This employee may represent a single department or the entire facility, depending on the size of the facility. If patients have questions or concerns, they can contact access representatives, who also work with medical teams to ensure that everyone has the information they need to provide the best possible care. For these jobs, you’ll usually need some clerical experience, and knowing medical terminology and working in a health-care setting can help.
The patient access representative collects demographic and contact information from new patients when they arrive at a hospital, clinic, or similar facility. This enables the representative to create a file containing basic information about the patient, as well as any insurance coverage or financial assistance policies that the patient may be eligible for. Patients are also informed about billing and repayment terms, as well as any other facility policies they should be aware of. Family members and friends can learn about visiting hours, different types of gifts that can be sent to patients, and other topics.
Patient access representatives may not have time to conduct an intake interview in an emergency where patients require immediate treatment, or the patient may be unable to communicate. Instead, family members and other people who are close to the patient may be asked for information. Identification, medic alert cards, and other documentation that may be useful to medical personnel can be checked in wallets. The patient access representative populates the file with as much information as possible and notes any data gaps for later collection.
Patients may meet with the access representative again at the time of discharge. Discharge paperwork should include instructions on how to care for themselves at home and what to do in an emergency. The patient access representative goes over this with the patient to ensure that they understand and will contact the facility if any complications arise. Furthermore, documentation pertaining to the bill may be discussed, including when the bill is due and how the hospital handles insurance billing.
A patient access representative’s ability to communicate with patients and members of their care teams is aided by good people skills. When it comes to recording information about allergies and other important aspects of a patient’s profile, attention to detail is also crucial. It’s also common to need to be able to type quickly and accurately, as well as follow confidentiality laws to protect patients’ privacy.