Patient Access Representative - ED (Full-Time)

FMOLHS•Lafayette, LA

About The Position

The Patient Access Representative 1 - Emergency Department (PAR 1) accurately registers patients presenting to the Emergency Department, including trauma, stroke, disaster-response, behavioral-health, direct-admit, surgery, radiology, and prisoner cases. Registration work includes validating patient identity; collecting ED-specific screening and demographic information; coordinating with ED nurses for timely triage; verifying insurance coverage and eligibility; calculating and collecting co-insurance, deductibles, and co-pays; determining in-network or out-of-network status after stabilization; and balancing cash. The role works in a fast-paced, high-stress environment and requires professional, effective communication with patients, families, physicians, nurses, EMS, and other visitors. The representative manages concerns during traumatic situations and disasters, monitors the waiting room and patient flow, documents encounters, and ensures that registrations and required hospital documents are accurate. The role requires knowledge of and compliance with federal and state requirements for acute-care registration, with particular emphasis on EMTALA and the No Surprises Act. ED team members must adapt to changing conditions and respond to disaster activations, working on-site until the activation concludes. The representative also verifies insurance benefits and authorizations, uses payment-estimator software to assess patient financial responsibility, explains balances and out-of-pocket calculations, identifies possible financial-assistance eligibility, collects payments, issues receipts, and balances cash drawers. Other duties may be assigned.

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 and the 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.

Responsibilities

Register Emergency Department patients accurately and promptly, including trauma, stroke, disaster-response, behavioral-health, direct-admit, surgery, radiology, and prisoner cases.
Provide courteous, professional customer service; identify and address special needs; and support patient satisfaction.
Identify patients who present without legal identification in accordance with EMTALA requirements.
Obtain and enter demographic, insurance, and guarantor information; locate existing records and verify their details; and ensure each patient has only one medical record number.
Apply critical thinking and knowledge of applicable federal and state laws and regulations to ensure compliant, circumstance-appropriate registration.
Manage patient, family, and visitor needs during traumatic situations and disaster events; coordinate intake for trauma, stroke, and heart alerts to support timely triage.
Obtain patient or legal-guardian signatures on required hospital documents and explain their purpose.
Document encounters in account notes to support communication across teams.
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, including simultaneously when needed.
Demonstrate knowledge of insurance plans and payer requirements; verify eligibility, obtain required authorizations, and select insurance plans in the correct primary or secondary order.
Explain required forms, including the Medicare Secondary Payer Questionnaire, and use payment-estimator software to calculate and verify patient financial responsibility.
Identify patients who may qualify for financial assistance and direct them to appropriate resources.
Collect patient financial obligations at or before service, negotiate deposits in accordance with policy, and explain out-of-pocket calculations and account balances.
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.