Patient Access Representative 1 - ED - Our Lady of the Angels

FMOLHS•Bogalusa, LA

13d

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-admission, surgery, radiology, and prisoner cases. The role includes validating identity; collecting screening and demographic information; coordinating with ED nurses to support timely triage; verifying insurance coverage and authorizations; calculating and collecting patient financial responsibility; determining post-stabilization in-network or out-of-network status; and balancing cash. This is a fast-paced, high-stress position requiring professional communication with patients, families, physicians, nurses, EMS, and other visitors. The PAR 1 manages concerns during traumatic situations and disasters, monitors the waiting room and patient flow, and adapts to a constantly changing ED environment. Team members must be prepared to respond to disaster activation and work on-site until the activation concludes. The position requires knowledge of and compliance with federal and state regulations for acute-care patient registration, with particular emphasis on EMTALA and the No Surprises Act. Our Lady of the Angels Hospital is part of FMOL Health, a Louisiana health system headquartered in Baton Rouge that serves patients through hospitals, clinics, physicians, elderly housing, and integrated information systems. FMOL Health employs over 10,000 individuals.

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.
Ability to work in high-stress situations.
Professional appearance and behavior.
Good communication skills.
Dependability, flexibility, and teamwork.
Ability to adapt to a constantly changing Emergency Department environment.
Ability to respond to disaster activation and work on-site until the activation concludes.

Responsibilities

Provide courteous, professional, accurate, and timely registration and customer service, including asking about special needs and representing the Patient Access department professionally.
Accurately identify patients who arrive at the Emergency Department without legal identification, consistent with EMTALA requirements.
Obtain and enter demographic, insurance, guarantor, and other necessary information; locate existing patient records and verify their information.
Use critical thinking and knowledge of applicable federal and state laws and regulations to complete compliant registrations tailored to individual circumstances.
Manage the needs of patients, family members, and visitors during 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 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 communication across functions.
Ensure orders are received and consistent with tests and procedures.
Monitor the waiting room, facilitate patient flow, and resolve issues involving orders or missing or conflicting information.
Communicate effectively with patients, families, visitors, EMS, nurses, and providers, including simultaneously when needed.
Understand insurance plans and payer rules and requirements related to coverage.
Verify eligibility, use online eligibility tools when possible, and obtain necessary service authorizations.
Select the correct insurance plans in registration software and enter them in the correct primary or secondary order.
Explain required forms, including the Medicare Secondary Payer Questionnaire, to patients.
Use payment-estimator software and critical thinking to calculate and verify patient financial responsibility.
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 according to corporate policy and procedure.
Explain out-of-pocket calculations and collect patient responsibility at bedside when required, including when prior benefit information is unavailable and while navigating around the patient care team.
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.