Patient Access Rep

Nantucket Cottage Hospital

Job Description

Obtains and processes information necessary to admit or register Hospital patients throughout the hospital.


Greets and assists patients in a timely, professional and courteous manner.

Puts Patient Satisfaction first with every patient encounter and focuses on surpassing patient expectations.

Treat all Internal Customers with respect and ensures internal customer satisfaction.

Responds quickly, courteously and accurately to written, verbal, and telephone inquiries.

Answers department telephones providing routine information, taking messages, and/or referring calls to the appropriate party. This may include scheduling patients.

Ability to adjust/adapt to work in different departments and with a variety of staff, including physicians.

Obtains new and verifies existing patient information at the time of registration, including using electronic eligibility tools such as NEHEN. Obtains copies of insurance cards and/or other identification documents.

Ensures appropriate completion of consent form and patient rights to set up a patient account and/or medical record.

Enters information into the admitting screens of CPSI or applicable system completely and accurately, paying particular attention to PHI at the time of registration.

Ensures MSP questionnaire within the Admitting module is accurate and complete for every Medicare recipient, as required.

Prepares and distributes registration information to appropriate service area quickly and appropriately according to hospital policy and procedures.

Ability to enter and reconcile charges on an as needed basis.

Ability to assist patient with Financial Counseling helping to educate patient regarding insurance coverage opportunities available at the point of registration. Refers to Patient Advocates as appropriate.

Ability to identify Patient Liability and collect and record Patient co-pay in appropriate system, including accepting credit card payments.

Ability to process necessary authorization to ensure insurance coverage / help identify lack of coverage / etc.

Pre-Resisters scheduled visits and verifies pre-certification, when applicable.

Brings all charge ticket issues, i.e. missing codes, inappropriate completion, to immediate attention Revenue Cycle Coordinator

Maintains work area in a tidy manner and stores supplies properly.

Demonstrates the ability to utilize proper procedures in the event of a disaster or threat to security

When registering patients, the employee is responsible for searching the patient database for past records to avoid duplicate or erroneous assignment of medical record numbers. Does not exceed benchmark threshold for duplicate registrations.

Communicates with off-site NCH operations as necessary, including Patient Accounts at Partner HealthCare.

Other duties as assigned.

Key Performance Indicators

Insurance Verification



Overall insurance verification rate of scheduled patients

> or = to 98%

Insurance verification rate of unscheduled inpatients within one business day

> or = to 98%

Key Performance Indicators

Patient Access/Registration



Average registration interview duration

< or = to 10 minutes

Average patient wait time

< or = to 20 minutes

Average outpatient registrations per registrar per shift


Data quality compared with pre-established department standards

> or = to 99%

ABNs / MSPQs obtained when required


MPI duplicates created daily as a % of total registrations

< or = to 3%

Essential Qualifications, Knowledge, Skills, and Abilities Required for the Position

Knowledge of:

Working knowledge of Microsoft Office applications

Knowledge of medical terminology preferred.


Must be able to demonstrate adequate technical skills and judgment to function unsupervised during on-call, second shift, and weekend hours.

Must have computer skills and type 50 WPM.

Excellent communication skills required.

Ability to:

Ability to supervise volunteers and interns.

Ability to tactfully communicate with both internal and external customers.

Ability to handle stress and work in emergency situations. Ability to use of fingers and hands to operate all department-related equipment as described on the Department checklist. Additionally, must use beeper, telephone, calculator, fax, and other related office equipment.

Ability to frequently bend, using back and knees.

Ability to stand and walk 30%, sit 70% of the time. Ability to frequently climb, bend, reach, stoop, squat, help lift objects from five to thirty pounds and move patients via wheelchair or stretcher.

Ability to use hands, fingers, arms and wrists, hearing, smell, and verbal skills are required in order to perform job duties.

Ability to present themselves in a professional manner.

Credentials and Experience Required

High School Degree or GED required.

Prior admitting/patient registration experience in a health care setting of greater than 1 year preferred.

Need to be certified with NAHAM as a Certified Healthcare Access Associate within 2 months of date of hire or transfer. Initial fee covered by NCH - additional fees are to be covered by employees for certification in the future.

Must be able to clearly read/write the English language.

Special Requirements

Regular workweek requiring minimal additional hours. Some days, evenings, weekends and holidays required for this position.

Must be available to work in the case of a declared hospital emergency.

Certification via NAHAM as Patient Access Representative - CHAA

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