Patient Access Representative (72902)

CRESCENTCARE•New Orleans, LA

2d•Onsite

About The Position

Responsible for accurately registering patients in the electronic health record including validating patient information, verification of insurance coverage, collection of required payments, check-in, check out, managing patient flow, collection of all required co-pays, and paperwork for all patients with medical or behavioral health appointments, and ensuring the patient’s experience is exceptional at CrescentCare.

Requirements

Minimum of 1 year of experience in a customer service role or in a patient-facing health care role such as billing, front desk, financial counselor experience, health education, patient navigation, and/or health clinic patient assistance.
High School Diploma or equivalent required.

Nice To Haves

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

Responsibilities

Ensure smooth patient flow with prompt attention and check-in-for patients and appropriate interactions with involved staff.
Follow all SOPs and training for pre-registration, registration and payment collection.
Communicate with supervisor about any tardiness or absences with as much notice as possible.
Update billing alerts and patient telephone encounters for each patient encounter as appropriate
At the end of each day, review the schedule for the day and ensure all visits and cash collections are correctly processed.
Work collaboratively with all members of the CrescentCare team to resolve issues.
Actively provide solutions and ideas on how to improve and optimize the front desk operations.
Provide excellent customer service in a diplomatic and compassionate manner when engaging in face-to-face, phone, and electronic contact with patients, CrescentCare staff, and all customers of CrescentCare
Incorporate customer service techniques in every interaction.
Greet every customer (ex. patient, visitor, co-worker, etc.) with a smile and verbal acknowledgement
Use active listening to address customer needs.
Exhibit empathy to de-escalate situations and recover service.
Seize every opportunity to show customers you care.
Perform all pre-registration activities, including insurance verification, 1 to 2 days out on all assigned provider schedules.
Review provider schedules daily to identify co-pays, outstanding balances, validate listed insurances, and assure all annual documents are on file.
Review payment plans, address any inconsistencies in payments.
Review and resolve any account balances that appear inaccurate with designated Revenue Cycle staff before contacting the patient.
Verify insurance and ensure it is correct and accurate in the electronic health record. Ensure that the correct insurance policy is listed as primary and secondary in the electronic health record.
If the patient has no insurance or the insurance is not correct, contact the patient to update insurance, financial information, or missing information in the demographics.
Refer any families without insurance to an Eligibility Specialist to assist patient with applying for coverage.
Educate and explain to the patients their coverage and expected out of pocket costs that may be associated with the visit and treatment, especially if they are out of network.
If the patient has no income remind the patient to bring applicable proof of income to apply for the sliding fee scale program
Ensure all demographic and insurance information is accurately collected in the electronic health record.
Positively identify the patient.
Solicit patient demographic at each visit and accurately enter and update all patient demographic information into the electronic health record.
Verify insurance. Ensure all insurance information is accurate in the electronic health record.
Discuss coverage and expected out of pocket costs that may be associated with the visit or treatment. Educate and explain the cost to the patient.
Collect any co-pays and deductibles.
Refer any families without insurance to Eligibility Specialist for further assistance to assist patient with applying for insurance coverage.
Correctly apply the sliding fee scale process.
Refer patients to financial counseling as appropriate.
Review required documents with patient and obtain signatures.
Scan and upload all documents in the correct location in the electronic health record.
Address/Resolve patient and/or insurance inquiries and or refer for further assistance.
Attend registration meetings to review goals and work towards problem resolution.