Patient Access Representative - ED (Full-Time)

FMOLHS•Lafayette, LA

3d•Onsite

About The Position

The Patient Access Representative 1 - ED (PAR 1) accurately registers patients presenting to the Emergency Department, including trauma, stroke, disaster response, behavioral health, direct inpatient admissions, surgery, radiology, and prisoner patients. Registration work includes validating patient identity, collecting ED-specific screening information, coordinating with ED nurses for timely triage, verifying insurance coverage, calculating and collecting co-insurance, deductibles, and co-pays, determining in-network or out-of-network status after stabilization, and balancing cash. The role operates in a fast-paced, high-stress environment and requires professional, effective communication with patients and families, physicians, nurses, EMS, and other visitors. The representative manages patient and visitor concerns during traumatic situations and disasters, monitors the waiting room, facilitates patient flow, and helps resolve missing or conflicting information. The PAR 1 must comply with federal and state regulations applicable to acute-care registration, with particular attention to EMTALA and the No Surprises Act. ED team members must adapt to a changing environment and respond to disaster activation by working on-site until the activation concludes.

Requirements

High school diploma or equivalent.
One year of customer service experience or a related certification, such as Certified Coder or Certified Medical Assistant.
Advanced clerical and computer skills.
Critical-thinking skills and ability to work in high-stress situations.
Professional appearance and behavior.
Good communication skills.
Dependability, flexibility, and teamwork.
Knowledge of applicable acute-care registration laws and regulations, including EMTALA and the No Surprises Act.

Responsibilities

Meet customer needs, build productive customer relationships, and take responsibility for customer satisfaction and loyalty.
Represent Patient Access professionally and courteously; greet patients, use their names, ask about special needs, and complete registration accurately and promptly.
Identify patients who arrive without proof of legal identification in accordance with EMTALA requirements.
Obtain and accurately enter patient demographic, insurance, and guarantor information; locate existing records and verify their information when applicable.
Use critical thinking to tailor registration to individual circumstances and comply with applicable federal and state laws and regulations.
Manage the needs of patients, family members, and visitors during active traumatic situations and disaster events.
Coordinate registration intake for trauma, stroke, and heart alerts to support timely triage.
Ensure each patient is assigned only one medical record number.
Explain the purpose of hospital documents and obtain required patient or legal guardian signatures, including consent forms, assignment of benefits, and patient rights documents.
Document each encounter in account notes to support effective cross-functional communication.
Ensure orders are received and consistent with tests and procedures; monitor the waiting room, facilitate patient flow, and resolve order or information issues.
Communicate effectively with patients, families, visitors, EMS, nurses, and providers simultaneously.
Demonstrate knowledge of insurance plans and payer requirements; verify eligibility, obtain necessary authorizations, and select plans in the correct primary and secondary order.
Explain required forms, including the Medicare Secondary Payer Questionnaire, and use payment estimator software to calculate patient financial responsibility accurately.
Identify patients who may qualify for financial assistance and direct them to appropriate resources.
Use customer-service techniques and scripting to collect patient financial obligations at or before service, negotiate deposits in accordance with policy, and explain out-of-pocket calculations.
Collect out-of-pocket responsibility at the bedside when required, including when benefit information is not available before service, while coordinating with the patient care team.
Review current and previous account documentation to explain balances and complete account acknowledgement forms when appropriate.
Collect cash, print receipts, and balance cash drawers.
Perform other duties as assigned.
Respond to disaster activation and work on-site until the activation concludes.