Patient Access Representative Jobs

Under the direction of the Moss Memorial Patient Access Supervision this Patient Access Representative is responsible for promoting a caring and compassionate environment that allows Lake Charles Memorial Hospital to provide an individualized experience to our patients. This position provides registration assistance for the clinic patients at Moss Memorial utilizing the current hospital and clinic ambulatory information systems. The position gives our patients the access to the care they need by ensuring their primary and specialty care clinic and accompanying ancillary appointments are handled in a timely and efficient manner for optimal patient satisfaction.
Responsibilities And Duties

• Assists without prompting of patient flow in their assigned area, without hesitation the employee is able to quickly analyze the area and clear up any back log.
• Employee is knowledgeable of the LCMH Financial Assistance program and is well versed and able to give a clear definition of the program to all customers. Employee is able to recognize when someone may need assistance and offers assistance without hesitation. Employee provides application and provides details as to what information will be needed to process a complete application.
• Verbalizes understanding and is able to speak knowledgeably of the Patient Secure program and the importance of the product and increased Patient Safety. Promptly recommends participation in the program to all patients. DELETE – THIS IS NO LONGER USED,
• Ensure patients receive a timely registration and typically do not exceed 15 minutes as to keep the patient flow moving thru the area, this also ensures that the clinical schedules are not affected by our processes.
• Complete MSP on all Medicare patients while also informing patient of questionnaire and the reasoning behind it. Answers all appropriate questions and ensures accurate information is entered.
• Precisely complete the registration process making sure that all codes are listed correctly which includes but is not limited to: Patient Type, Point of Origin, Service, Arrival By, OP Location, Visit Status, Insurance Payor, Insurance policy and group number, insurance subscriber, Physician, and occurrence Codes. Employee makes use of the tools provided and corrects errors that are made and meets applicable accuracy goals monthly.
• Uses PCA (Compliance Advisor) for all applicable patients by entering the appropriate diagnosis and CPT codes to ensure payor coverage. Informs patients of their possible financial obligations and ensures the appropriate ABN has been signed and is scanned into the account. DELETE – THIS IS NOT DONE AT THIS POINT.
• Collects updated demographic information and accurately codes information on all patients, including but not limited to: contact numbers, Emergency contact, mailing address, Living Will information, email address, marital status, etc.
• Employee works with Insurance Companies to maintain patient panel lists and help with Gap Reports.
• Employee is attentive at all times and can identify when help is needed and is able to give clear directions to all customers. If customer cannot understand employee escorts the patient to the appropriate area.
• Employee obtains a copy of the patients photo ID and insurance card (if applicable and available). Documents are scanned to accounts ensuring documents are clear when saved.
• Employee completes patient estimates using EPRO. Employee is knowledgeable of CPT and procedure codes and is able to accurately complete estimates. Is knowledgeable about insurance processing and is able to explain deductibles, co-insurance, co-payments and how processing occurs. Uses EPRO on all applicable patients and only excludes those that have Medicaid, Medicare and a secondary insurance, and those patients who qualify for full coverage under financial assistance. Employee strives to meet cash collection goals.
• Employees that are Medicaid Certified will complete Medicaid applications while interviewing patients face to face. If patient does not qualify for Medicaid, then Financial Assistance applications will be processed by the employee after obtaining needed information from patient.
• Obtain all signatures, using e-signatures, paying special attention to Medicare patients and the additional forms required. Provide a copy of the important Medicare notice to all Medicare patients.
• Employee creates a tickler for insurance verification of coverage and benefits on appropriate accounts as well as initiating an authorization when necessary.
• Greet all customers in a professional and friendly manner. Employee’s body language and tone are welcoming and exudes care and compassion. Quickly ascertain the reason for the visit and ensure the patient is in the correct area.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.
Education And Work Experience

• Complete understanding of time of service collections and collection goals.
• Medicaid Certification if taking Medicaid and Financial Assistance Applications.
• Math skills for collection and reconciliation purposes.
• Previous work experience in healthcare, administrative or medical insurance environment preferred
• High School graduate or GED certificate
• Interpersonal skills to interact effectively with patients from various backgrounds in a professional, enthusiastic, courteous and caring manner.
• Basic knowledge of medical terminology and insurance/managed care program regulations.
• Basic office and keyboarding skills and the ability to use computer, printer, fax machine, scanner, calculator; proficient skills and understanding of Word and Excel.
• Appropriate phone etiquette.
• Ability to use multiple databases and Hospital specific software.

Physical Demands/Work Environment

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to read forms, computer screens, correspondence and other documents.
• Occasional standing, walking, frequent sitting for long periods of time, manual dexterity.
• Light physical effort; repetitive motion of wrists, hands and/or fingers; standing, walking, lifting, reaching, kneeling, bending, stooping, pushing and pulling; frequent sitting.
• Work is normally performed in a typical interior/office work environment.
• Ability to deal with stressful situations and conflict resolution.
• Work may include work on evenings, nights, weekends and/or holidays to ensure effective productivity.