Experience the highest level of appreciation at UM Baltimore Washington Medical Center — named Top Workplace in the Baltimore area by The Baltimore Sun two years in a row (2019 & 2020); Top Workplace in the USA for 2021! As part of the acclaimed University of Maryland Medical System, our facility is one of three ANCC Pathway to Excellence® designated hospitals in Maryland. UM BWMC features one of the state’s busiest emergency departments, as well as a team of experts who care for our community and one another. The University of Maryland Baltimore Washington Medical Center (UMBWMC) provides the highest quality health care services to the communities we serve. Our medical center is home to leading-edge technology, nationally recognized quality, personalized service and outstanding people. We have 285 licensed beds and we’re home to 3,200 employees and over 800 physicians. Our expert physicians and experienced, compassionate staff are connected to medical practices in the local community as well as at University of Maryland Medical Center in downtown Baltimore. For patients, this means access to high-quality care and research discoveries aimed at improving Maryland’s health. Our physicians and nursing staff specialize in emergency, acute, medical-surgical and critical care. In addition, our medical center is home to many Centers of Excellence, offering expert outpatient health care.

General Summary

The Patient Service Representative is often the first point of contact for patients and has a substantial influence on the patient’s first impression and patient satisfaction goals. This Patient Access employee is responsible for delivering excellent service by interacting with internal and external customers in a professional, attentive and compassionate manner and ultimately assuring that the customer’s needs are met. As an integral piece of the Revenue Cycle, this employee may significantly impact the financial health, operational goals and strategic goals of UM BWMC.

The Patient Services Representative is responsible for compliant, efficient and accurate completion of assigned Patient Access duties such as: scheduling patient appointments, performing pre-registration and in-person registration, verifying insurance eligibility, obtaining authorization for treatment and conducting financial clearance functions to include; point of service collections, cost estimations and financial assistance referrals. The Patient Services Representative handles routine inquiries and issues with patients, hospital departments or physician offices.

Mission

All employees are responsible for extending the mission of Baltimore Washington Medical Center by dedicating oneself to “providing the highest quality healthcare services to the communities we serve.” All employees are required to support the vision of BWMC which is to become “the preferred regional medical center through nationally recognized quality, personalized service and outstanding people.” This Patient Access Employee supports Patient Financial Services and contributes to the institution’s financial goals by “Turning Revenue into Cash.”

Reporting Relationships

Reports to Patient Access Supervisor and Patient Access Manager.

Level of Supervision: Moderate – Independently follows departmental policies and procedures; subject to moderately direct supervision.

Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years’ experience in patient scheduling, registration or related work required.
• Basic computer skills and general clerical skills required.
• Completion of Patient Access New Hire Orientation class required upon hire.
• Certified Revenue Cycle Specialist (CRCS) certification encouraged.

Working Conditions

Works inside in a clean, well-lighted environment with moderate to high noise levels. Exposed to frequent interruptions, multiple demands; may be required to change from one task to another of different nature without loss of efficiency or composure. Periods of high stress and fluctuating workloads may occur. May be scheduled as needed including overtime.

Potential for minimal exposure to communicable diseases, hazardous materials or body fluids, requires the observance of Standard Precautions and safe handling practices. This position has been classified as low or no exposure risk and does not require the completion of an annual testing, but may require "just in time" testing if the need arises.

May be exposed to disturbed patients; may be physically or verbally abused by patients.

Physical Requirements

Requires sitting for approximately 70% of the time and performing repetitive tasks/motions. Also requires walking, standing, kneeling, squatting, lifting and carrying supplies and equipment weighing up to 10lbs. Requires bending, reaching for, grasping supplies, files, etc.

Requires visual acuity to distinguish colors, read information from printed sources and computer screens Requires manual dexterity to operate computer and office equipment. Requires adequate hearing to perform job duties in person and over the telephone.