Patient Access Representative

CRESCENTCARE•New Orleans, LA

11d•Onsite

About The Position

The Patient Access Representative accurately registers patients in the electronic health record (EHR) and supports their experience at CrescentCare. Duties include validating patient and insurance information, collecting required payments, checking patients in and out, managing patient flow, and handling paperwork for medical and behavioral health appointments. The role performs pre-registration for assigned provider schedules, including insurance verification, reviewing balances and payment plans, confirming annual documents, and contacting patients when information is missing or needs correction. It explains coverage and expected out-of-pocket costs, applies the sliding fee scale process, and refers uninsured families to an Eligibility Specialist or patients to financial counseling when appropriate. The representative provides compassionate customer service in person, by phone, and electronically; resolves or refers patient and insurance inquiries; maintains accurate encounter and billing information; reviews daily schedules and cash collections; and collaborates with CrescentCare staff to improve front desk operations. The role also attends registration meetings and supports performance improvement.

Requirements

At least 1 year of experience in customer service or a patient-facing healthcare role, such as billing, front desk, financial counseling, health education, patient navigation, or health clinic patient assistance.
High school diploma or equivalent required.

Nice To Haves

Associate’s degree preferred.
Graduation from a Front Office/Medical Office program preferred.
Experience working in a Federally Qualified Health Center preferred.

Responsibilities

Promote smooth patient flow and provide prompt attention and check-in, coordinating with involved staff.
Follow standard operating procedures and training for pre-registration, registration, and payment collection.
Communicate tardiness or absences to the supervisor with as much notice as possible.
Update billing alerts and patient telephone encounters for each patient encounter as appropriate.
Review the day’s schedule and ensure visits and cash collections are correctly processed.
Collaborate with CrescentCare team members to resolve issues and suggest improvements to front desk operations.
Provide diplomatic, compassionate customer service in face-to-face, phone, and electronic interactions.
Perform pre-registration activities, including insurance verification, 1 to 2 days in advance for assigned provider schedules.
Review provider schedules for co-pays, outstanding balances, insurance information, and required annual documents.
Review payment plans and address inconsistencies; work with designated Revenue Cycle staff to resolve apparently inaccurate account balances before contacting patients.
Verify insurance and ensure primary and secondary policies are correctly listed in the EHR.
Contact patients to update insurance, financial, or demographic information when coverage is absent or incorrect, or information is missing.
Refer uninsured families to an Eligibility Specialist and explain coverage and expected out-of-pocket costs to patients.
Remind patients with no income to bring applicable proof of income for the sliding fee scale program.
Positively identify patients and solicit, enter, and update demographic information at each visit.
Discuss coverage and costs, collect co-pays and deductibles, and correctly apply the sliding fee scale process.
Refer patients to financial counseling when appropriate.
Review required documents with patients, obtain signatures, and scan and upload documents to the correct EHR location.
Address or resolve patient and insurance inquiries, or refer them for further assistance.
Attend registration meetings to review goals and work toward problem resolution.

Benefits

Comprehensive medical and prescription drug coverage options
Health Savings Account (HSA)
Employer-paid dental coverage
Employer-paid life insurance and AD&D
Employer-paid wellness program
Employer-paid Employee Assistance Program
Employer-sponsored vision insurance
Employer-sponsored short-term disability insurance
Vacation time accruing 10 days in the first 12 months
Sick time accruing 8 days in the first 12 months
Eleven paid holidays
401(k) retirement plan with employer match beginning in the employee’s second year