Patient Access Representative 1 - ED (7p-7a)

FMOLHS•Gonzales, LA

1d•Onsite

About The Position

The Patient Access Representative 1 (PAR 1) registers patients presenting to the Emergency Department, including trauma, stroke, disaster response, behavioral health, direct inpatient admissions, surgery, radiology, and prisoner patients. The role validates patient identity, collects ED-specific screening information, coordinates with ED nurses to support timely triage, verifies insurance coverage, calculates and collects patient co-insurance, deductibles, and co-pays, determines in-network and out-of-network status after stabilization, and balances cash. In a fast-paced, high-stress environment, the PAR 1 communicates professionally and effectively with patients, families, physicians, and nurses and manages patient and visitor concerns during traumas and disasters. The role requires knowledge of and compliance with federal and state regulations for acute-care registration, with special emphasis on EMTALA and the No Surprises Act. ED team members must adapt to a changing environment and respond to disaster activation, including working on-site until the activation concludes.

Requirements

At least 1 year of customer service experience or a related certification, such as Certified Coder or Certified Medical Assistant.
High school diploma or equivalent.
Advanced clerical and computer skills.
Critical thinking skills.
Ability to work in high-stress situations.
Professional appearance and behavior.
Good communication skills.
Dependability.
Flexibility and ability to adapt to a changing environment.
Teamwork.

Responsibilities

Register patients accurately, courteously, professionally, and in a timely manner, while meeting customer needs and representing Patient Access professionally.
Identify patients presenting to the ER without legal identification in accordance with EMTALA regulations.
Collect and enter patient demographic, insurance, and guarantor information; locate existing records and verify their information.
Use critical thinking and knowledge of applicable federal and state laws and regulations to ensure compliant, patient-specific registration.
Manage the needs of patients, family members, and visitors during traumatic situations and disasters.
Coordinate registration intake for trauma, stroke, and heart alerts to support timely triage.
Ensure each patient is assigned only one medical record number.
Explain and obtain patient or legal guardian signatures on required hospital documents, including consent forms, assignment of benefits, and patient rights documents.
Document each encounter in account notes to support cross-functional communication.
Ensure orders are received and consistent with tests and procedures.
Monitor the waiting room, facilitate patient flow, resolve order issues, and address missing or conflicting information.
Communicate effectively with patients, families, visitors, EMS, nurses, and providers simultaneously.
Demonstrate knowledge of insurance plans and payer coverage rules and requirements.
Verify insurance eligibility, using online tools when possible, and obtain required authorizations for services.
Select the correct insurance plans in registration software and enter them in the correct primary or secondary order.
Understand required forms, including the Medicare Secondary Payer Questionnaire, and explain them to patients.
Use payment estimator software to calculate patient financial responsibility, enter appropriate data, and verify estimate accuracy.
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 and negotiate deposits in accordance with corporate policy and procedure.
Explain out-of-pocket calculations and collect patient responsibility at the bedside when required, including when benefit information is not available beforehand.
Review documentation and notes on current and previous accounts to explain balances to patients.
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.