Patient Access Associate

LCMC Health•New Orleans, LA

10d

About The Position

The Patient Access Associate completes patient scheduling, registration, messaging, and/or admissions processes. The role greets patients and visitors; schedules and reschedules services; creates and updates patient accounts; verifies insurance and eligibility; collects required forms and documentation; and communicates account information through the Electronic Medical Record and provider messaging systems. The associate analyzes each case to identify patient financial responsibility, explains copayments and other amounts due, attempts to collect payment at the point of service, and provides information about financial assistance. The role also supports a welcoming, customer-centered experience by answering and transferring calls, providing directions, and assisting patients, families, providers, and colleagues. When applicable, the associate balances the cash drawer, documents discrepancies, and follows facility cash-drawer policies. The position has a day shift and is classified as Light Work, with the physical activities and demands described in the posting.

Requirements

High School Diploma/GED or equivalent, or 2 years of work experience.
Excellent customer-service, interpersonal, and conflict-resolution skills.
Excellent oral and written communication skills, including the ability to collaborate across departments and gather and share information with diverse people.
Basic prioritization, time-management, and organizational skills, including the ability to handle multiple tasks and interruptions positively.
Excellent decision-making skills and sound judgment when handling or escalating difficult situations.
Good analytical skills and strong attention to detail.
Computer proficiency.

Responsibilities

Greet patients, guests, and family members.
Schedule and reschedule patients for services with the appropriate provider and location, taking the requested time into account when possible.
Review patient information to determine whether an account already exists and avoid duplicate records.
Create accounts for patients calling or presenting for services, including walk-in, non-scheduled, and emergency services, in accordance with registration policy.
Register patients by entering accurate demographic, financial-class, and insurance information; correct system errors when identified.
Activate scheduled accounts according to registration policy.
Resolve work-queue errors accurately and promptly.
Request, document, and validate patient demographic, insurance, guarantor, Medicare Secondary Payor, and primary-care or referring-physician information.
Ensure patients or guarantors sign applicable documents, including consents and financial-assistance applications.
Scan validated identification, insurance cards, orders, and authorization information into patient accounts.
Verify insurance, run automated eligibility responses at the point of service, and notify insurance companies of admissions within established timeframes.
Complete provider messages using the In-Basket messaging system and ensure message information is accurate.
Update the Electronic Medical Record with information about the status of patient accounts.
Analyze cases to identify patient financial responsibility and inform patients or guarantors of copayments, prior balances, and service estimates when applicable.
Attempt to collect copayments and residual payments at the point of service and meet established registration collection goals.
Explain LCMC financial-assistance programs and refer patients to financial counselors as needed.
Provide warm, courteous, customer-centered service to patients, families, providers, visitors, and internal and external team members.
Answer incoming calls and warm-transfer callers to appropriate department, clinic, or hospital areas; provide directions in person or by phone.
Balance the cash drawer daily when applicable, account for shortages, overages, or posting errors, and prepare cash long at the end of the shift.
Make debit or credit adjustments as needed, forward supporting documents for review, make department copies, and report unreconciled monies or deposits to a supervisor.
Follow facility cash-drawer policy and complete applicable facility-specific LCMC requirements.