Patient Access Associate - New Orleans East Hospital

Patient Access Representative I

Your job is more than a job. Everyone is. And that's what makes you great at your joball the little extras you bring to work every day, the things that make you you . At LCMC Health we value those things about you, because we know that all those little extras add up to extraordinary. And we've built a culture that supports and celebrates the extraordinary. You'll see it when you come to work here, in the spirit of our places and the faces of our people. And every patient we heal, every family we comfort, every life we improve is the outcome of countless little extras adding up to an extraordinary result. Join LCMC Health, and you'll find that our everyday makes it easy to live your extraordinary.

Position Summary:

The Patient Access Representative I greets patients and guests in a courteous manner while initiating the scheduling or check-in process. They will obtain and verify accurate identification and demographical data for the patient's permanent medical record, which assists in accurate reimbursement while recognizing and maintaining the confidentiality of all patient information. The Patient Access Representative I is responsible for many types of interactions such as face-to-face, telephone, web-enabled, and/or through an interpretative service related to completing the patient registration and admission process. They will improve patient satisfaction through consistently representing LCMC Health professionally and cross-training to support multiple functions across all patient and payer types. The Patient Access Representative I interacts with patients, doctors, nurses, pharmacists, and other clinic and hospital personnel. They will demonstrate actions consistent with LCMC Health's "Expectations" as duties are performed on a daily basis.

Job Specifications:

Education:

Minimum Required: High school diploma or equivalent

Preferred: N/A

Experience:

Minimum Required: 1 year related experience in a customer service position such as hospital, clinic, medical office, business services/revenue cycle, front line registration, financial counseling, banking, retail, or hospitality or pursuing a degree in a healthcare-related field

Preferred: Experience with EPIC or other Electronic Medical Record

Medical Terminology

1 year of experience in a healthcare-related field

License/Certification:

Minimum Required: N/A

Preferred: CHAM

CHAA

Certification as a Medical Assistant other medical specialty-based certification

Special Skills/Training:

Minimum Required:

Excellent customer service, interpersonal, and conflict resolution skills

Excellent oral and written communication skills

Ability to work collaboratively with other departments and functional areas and effectively gather and disseminate information to a diverse range of people

Basic prioritization, time management, and organizational skills

Ability to handle several tasks and interruptions in a positive manner

Excellent decision-making skills

Sound judgment in handling/escalating difficult situations

Good analytical skills with strong attention to detail

Proficient with technology

Reporting Relationships:

Does this position formally supervise employees? No

Job Standards:

Completes the scheduling function, registration, messaging, and/or admissions process:

• Greets patients, guests, and family members
• Schedules patients for services with an appropriate provider at appropriate locations and desired time when possible, ensuring accuracy and timeliness
• Analyzes current patient information to determine if an account already exists so as not to duplicate records
• Creates an account for all patients who call for services or who present for services, including walk-in, non-scheduled, and emergency services according to the registration policy
• Registers patients by entering accurate demographic, financial class, and insurance information; revises systems immediately as errors are recognized
• Activates scheduled accounts that have been set up for the patient according to the registration policy
• Resolves work queue errors in an accurate and timely fashion

Ensures all required forms are completed and other paperwork/documents are gathered and accurate:

• Requests and documents patient demographic, insurance, guarantor, Medicare Secondary Payor, and Primary Care Physician/Referring
• Physician information and validates against the current system
• Ensures patient/guarantor sign all applicable documentation, such as consents and financial assistance application
• Scans ID's, insurance cards, orders, authorization information, etc. to patient's account once the information is validated for accuracy
• Performs insurance verification tasks, including running automated eligibility response at point-of-service to ensure active coverage and completing notification of admission with the insurance company within the established timeframe
• Completes messages for providers as needed using the In-Basket messaging system, ensuring that all information contained in the message is accurate
• Updates Electronic Medical Record with documentation to communicate any information related to the status of a patient's account

Performs financial analysis of each case and informs the patient of financial responsibility:

• Identifies patient copayment and reminds the patient of the collection process at the time of visit. When applicable, will inform patient/guarantor of liability due, including prior balances and estimates for scheduled service
• Attempts to collect payment at the point of service for both copayments and residual payments
• Provides patient information on LCMC Health's financial assistance programs and/or refers patients to financial counselors as needed
• Maximizes point-of-service collection, meeting established registration collection goals
• Provides excellent customer service to all patients, guests, and family members and internal and external team

Members/customers:

• Promotes a customer-centered experience by performing all functions in a warm and courteous manner to patients, family members, providers, and all visitors to the organization.
• Answers incoming calls and warm transfer calls to appropriate areas of department/clinic/hospital.
• Provides directions to applicable areas of interest whether over the phone or in person.
• Schedules and reschedules appointments for patients as needed

Balances cash drawer daily and prepares cash long at the end of the shift when applicable:

• Balances cash drawer daily and accounts for shortages/overages/account posting errors
• Makes debit/credit adjustments as necessary; forwards necessary backup documents to lead and/or general accounting for review
• Makes department copies and reports unreconciled monies/deposits to supervisor
• Follows facility cash drawer policy as applicable
• Completes and meets all job-related facility-specific of LCMC Health requirements

The above statements reflect the general duties considered necessary to describe the principal functions of the job as identified and should not be considered a detailed description of all the work requirements that may be inherent to the position. LCMC Health is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.