Primary Function

The Patient Access Service Specialist (PASS) performs patient admitting and registration activities in accordance with established hospital and departmental policies and procedures. This position is part of a 24/7 Patient Access Team that completes all registration, insurance verification, copay collection, admission, discharge, and transfers for all emergent and urgent patients.

The PASS role is required to provide excellent customer-focused and efficient service to both internal and external customers while representing both Nemours and the Emergency Department in a positive, professional manner. They are responsible for demonstrating a commitment to service, organization values, and professionalism through appropriate conduct and demeanor at all times.

Essential Functions

1. Assists with proper patient identification and interviews patient and/or guarantor face to face or over the phone to complete efficient and accurate registration, which includes demographic, geographic, and financial/insurance information for all patients seen in the emergency room, transported via Nemours transport teams, born at the hospital, and admitted outside of typical business hours.
2. Obtains appropriate signatures for consent to treat and financial responsibility forms which may include interaction with internal and external parties to determine legal guardianship status.
3. Adheres to all state and federal regulations, including but not limited to EMTALA, HIPAA, OSHA and Joint Commission; provides patient and/or family with information required by state and federal regulations.
4. Consistently demonstrates excellent, empathetic, and knowledgeable customer service skills to internal and external parties, including but not limited to patients, families, physicians, coworkers, payors, etc.
5. Coordinates with nursing and transport staff to timely process transfers and discharges.
6. Verifies insurance benefits using available resources, including Epic and external payor options including phone calls and websites.
7. Collects applicable copays and posts collected monies to the patient's account.
8. Participates in other projects and duties as assigned by the lead or manager.