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Sutter Health Patient Access Rep - Per Diem in Novato, California

Position Overview:

Novato Community Hospital is a 47-bed acute-care hospital located approximately 30 miles north of San Francisco. It is a part of the Sutter Health network of doctors, not-for-profit hospitals and other health care service providers sharing resources and expertise to advance health care quality and access in the more than 100 Northern California cities and communities.

Serves as the face to face point of contact for the patient at a client location. Obtains all necessary information to register and financially clear patients. Greets patients/family members and obtains and/or verifies relevant information in the process of registering and financially clearing patients for service delivery. Enhances the patient experience throughout all patient interactions by serving as the customer service point of contact at the point of service by demonstrating knowledge of Sutter’s Health system and service offerings. Responsible for supporting the success of a high-performing Sutter Shared Services by helping to champion and drive the long-term SSS vision. Helps foster an environment in which continuous improvement in business processes and services is welcomed and recognized. Participates in programs and in using tools in support of building a high performance culture via the standard SSS responsibilities (e.g. performance measurement, people development, customer relationship management, etc.).


Assignment Specific Responsibilities

  • Greets patients/family members and obtains and/or verifies demographic, clinical, financial, and insurance information in the process of financially clearing patients for service delivery, including the entry of patient/guarantor information in the patient registration/accounting systems, collection of patient signatures on all appropriate forms and the imaging/copying of registration documents

  • Utilizes inputs to authenticate and register patients for service delivery for patients who have registered through the Patient Access Center; for those who are not registered, completes the end-to-end process of registration through close-out for service delivery

  • Obtains and processes signed physician orders

  • Conducts insurance eligibility/benefit verification, referral/authorization, and financial education on designated accounts

  • Calculates estimated patient liability, informs patient/guarantor and actively collects and/or processes patient payments

  • Refers appropriate cases to financial counseling for follow-up and consultation

  • Executes other duties as assigned, such as cashiering, bed management, and communications

  • Enhances the patient experience throughout all patient interactions, which will be face-to-face, demonstrating knowledge of Sutter’s Health system and service offerings

  • Performs revenue cycle tasks necessary to ensure compliance and exceptional customer service

  • Authenticates patient identity throughout all processes

  • May provide directional support to patients and/or family members

  • Maintains knowledge of applicable Federal, State, and local laws and regulations, Standards of Conduct, as well as Sutter Health policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior

  • In initial year, participates in cross-training and job enlargement opportunities for Major job responsibilities. Works with direct supervisor to identify minor set of responsibilities to develop and perform in support of peaks, valleys and cycles across the Sutter Shared Services and individual career growth opportunities. Performs both Major and Minor responsibilities after initial year

Continuous Improvement

  • Supports the implementation of programs, policies, initiatives, and tools specific to the Sutter Shared Services process owned by Patient Access.

  • Contributes ideas and actions towards the continuous improvement of Patient Access related processes within area of influence

Performance Management

  • Ensures delivery of business results by meeting or exceeding all individual operating metrics

  • Plans and organizes work so Individual Operating Metrics and Service Level Agreement objectives are realized

  • Recognizes and communicates potential issues to team leader as appropriate

People Development

  • Adaptable to learning new processes, concepts, and skills

  • Seeks and responds to regular performance feedback from team lead; provides upward feedback as needed

  • Participates in mandatory departmental competency courses and testing

Relationship Management

  • Maintains positive work relationships with members of other teams in the Sutter Shared Services to communicate effectively and to ensure compliance with cross-team responsibilities

  • Assists in ensuring efforts of the Patient Access Client Location Team support building strong peer-to-peer relationships

Additional Requirements

  • Travel to Roseville and/or Concord required for initial one week training

  • PM or weekend shift required as needed and varies.



  • HS Diploma or equivalent education/experience required

  • Associate's degree or equivalent education/experience preferred.

  • Certified Healthcare Access Associate - CHAA

  • Experience within a hospital or clinic environment, an insurance company, managed care organization or other financial service setting, performing financial counseling, financial clearance and/or customer service activities as typically acquired in two years


  • General knowledge of patient access financial counseling functions in acute and non-acute settings preferred

  • Working knowledge of medical terminology required

  • Working knowledge and understanding of insurance terminology desired


  • Excellent time management skills and the ability to manage frequent in-person patient contacts while effective maintaining and documenting data in the patient registration systems

  • Demonstrated ability to work in multiple computer systems, such as patient registration/accounting systems, document imaging, scanning, payment posting, proprietary payer websites and data quality monitoring, both accurately and efficiently

  • Strong data entry skills required

  • Excellent verbal and written communication and active listening skills

  • Interpersonal skills necessary in dealing with internal and external customers

  • Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Sutter Health

  • Accuracy and attentiveness to detail required

  • Must be able to set and organize own work priorities, and adapt to change

  • Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles

  • Ability to meet or exceed targeted customer service, productivity and quality standards

  • Fluency in both English and a minimum of one other language is preferred for this role to allow Sutter Health to better serve the community and patient population

  • Computer proficiency skills required

  • Requires the ability to work with and maintain confidential information

Organization: Novato Community Hospital

Employee Status: Regular

Employee Referral Bonus: No

Benefits: No

Position Status: Non-Exempt

Union: No

Job Shift: Day/Evening

Shift Hours: 8 Hour Shift

Days of the Week Scheduled: Varied Days

Weekend Requirements: Every Other Weekend

Schedule: Per Diem

Hrs Per 2wk Pay Period: Per Diem

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin (including possession of a driver's license issued to individuals who did not present proof of authorized presence in the U.S.), age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical condition, genetic information or any other characteristic made unlawful by local, state, or federal law, ordinance or regulation. External hires must pass a background check/drug screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state, and local laws, including but not limited to the San Francisco Fair Chance Ordinance.