Patient Access Associate - New Orleans East Hospital

LCMC Health • New Orleans, LA

84d

About The Position

The Patient Access Representative I greets patients and guests in a courteous manner while initiating the scheduling or check-in process. They will obtain and verify accurate identification and demographical data for the patient's permanent medical record, which assists in accurate reimbursement while recognizing and maintaining the confidentiality of all patient information. The Patient Access Representative I is responsible for many types of interactions such as face-to-face, telephone, web-enabled, and/or through an interpretative service related to completing the patient registration and admission process. They will improve patient satisfaction through consistently representing LCMC professionally and cross-training to support multiple functions across all patient and payer types. The Patient Access Representative I interacts with patients, doctors, nurses, pharmacists, and other clinic and hospital personnel. They will demonstrate actions consistent with LCMC's 'Expectations' as duties are performed on a daily basis.

Requirements

• Minimum Required: High school diploma or equivalent.
• Minimum Required: 1 year related experience in a customer service position such as hospital, clinic, medical office, business services/revenue cycle, front line registration, financial counseling, banking, retail, or hospitality or pursuing a degree in a healthcare-related field.
• Preferred: Experience with EPIC or other Electronic Medical Record.
• Preferred: Medical Terminology.
• Preferred: 1 year of experience in a healthcare-related field.

Nice To Haves

• Preferred: CHAM CHAA Certification as a Medical Assistant or other medical specialty-based certification.

Responsibilities

• Completes the scheduling function, registration, messaging, and/or admissions process.
• Greets patients, guests, and family members.
• Schedules patients for services with an appropriate provider at appropriate locations and desired time when possible, ensuring accuracy and timeliness.
• Analyzes current patient information to determine if an account already exists so as not to duplicate records.
• Creates an account for all patients who call for services or who present for services, including walk-in, non-scheduled, and emergency services according to the registration policy.
• Registers patients by entering accurate demographic, financial class, and insurance information; revises systems immediately as errors are recognized.
• Activates scheduled accounts that have been set up for the patient according to the registration policy.
• Resolves work queue errors in an accurate and timely fashion.
• Ensures all required forms are completed and other paperwork/documents are gathered and accurate.
• Requests and documents patient demographic, insurance, guarantor, Medicare Secondary Payor, and Primary Care Physician/Referring Physician information and validates against the current system.
• Ensures patient/guarantor sign all applicable documentation, such as consents and financial assistance application.
• Scans ID’s, insurance cards, orders, authorization information, etc. to patient’s account once the information is validated for accuracy.
• Performs insurance verification tasks, including running automated eligibility response at point-of-service to ensure active coverage and completing notification of admission with the insurance company within the established timeframe.
• Completes messages for providers as needed using the In-Basket messaging system, ensuring that all information contained in the message is accurate.
• Updates Electronic Medical Record with documentation to communicate any information related to the status of a patient's account.
• Performs financial analysis of each case and informs the patient of financial responsibility.
• Identifies patient copayment and reminds the patient of the collection process at the time of visit.
• Attempts to collect payment at the point of service for both copayments and residual payments.
• Provides patient information on LCMC’s financial assistance programs and/or refers patients to financial counselors as needed.
• Maximizes point-of-service collection, meeting established registration collection goals.
• Provides excellent customer service to all patients, guests, and family members and internal and external team Members/customers.
• Promotes a customer-centered experience by performing all functions in a warm and courteous manner to patients, family members, providers, and all visitors to the organization.
• Answers incoming calls and warm transfer calls to appropriate areas of department/clinic/hospital.
• Provides directions to applicable areas of interest whether over the phone or in person.
• Schedules and reschedules appointments for patients as needed.
• Balances cash drawer daily and prepares cash long at the end of the shift when applicable.
• Balances cash drawer daily and accounts for shortages/overages/account posting errors.
• Makes debit/credit adjustments as necessary; forwards necessary backup documents to lead and/or general accounting for review.
• Makes department copies and reports unreconciled monies/deposits supervisor.
• Follows facility cash drawer policy as applicable.
• Completes and meets all job-related facility-specific of LCMC requirements.

Benefits

• LCMC Health is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees