Patient Access Associate - New Orleans East Hospital

LCMC Health•New Orleans, LA

About The Position

Your job is more than a job. Why a Great Place to Work: You’re more than your job. Everyone is. And that’s what makes you great at your job—all the little extras you bring to work every day, the things that make you you . At LCMC Health we value those things about you, because we know that all those little extras add up to extraordinary. And we’ve built a culture that supports and celebrates the extraordinary. You’ll see it when you come to work here, in the spirit of our places and the faces of our people. And every patient we heal, every family we comfort, every life we improve is the outcome of countless little extras adding up to an extraordinary result. Join LCMC Health, and you’ll find that our everyday makes it easy to live your extraordinary POSITION SUMMARY: 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

High school diploma or equivalent
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
Excellent customer service, interpersonal, and conflict resolution skills
Excellent oral and written communication skills
Ability to work collaboratively with other departments and functional areas and effectively gather and disseminate information to a diverse range of people
Basic prioritization, time management, and organizational skills
Ability to handle several tasks and interruptions in a positive manner
Excellent decision-making skills
Sound judgment in handling/escalating difficult situations
Good analytical skills with strong attention to detail
Proficient with technology

Nice To Haves

Experience with EPIC or other Electronic Medical Record
Medical Terminology
1 year of experience in a healthcare-related field
CHAM CHAA Certification as a Medical Assistant 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. When applicable, will inform patient/guarantor of liability due, including prior balances and estimates for scheduled service
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