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LCMC Health Patient Access Rep I - Childrens Hospital in New Orleans, Louisiana

POSITION TITLE: PATIENT ACCESS REP I - CHILDREN'S HOSPITAL

POSITION SUMMARY:

The Patient Access Representative I greet 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 point-of-service face-to-face, as well as 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 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's "Expectations" as duties are performed on a daily basis.

JOB SPECIFICATIONS:

Education:

Minimum Required:

High school diploma or equivalent

Experience:

Minimum Required:

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

Preferred:

  • Experience in EPIC or other Electronic Medical Record

  • Medical Terminology

  • 1 year of experience in a healthcare related field

License/Certification:

Preferred:

CHAM, CHAA, Certification as a Medical Assistant or 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 a strong attention to detail

  • Proficiency in computers

POSITION DUTIES:

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

  • Greets patients, guests and family members.

  • Schedules patients for services with 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, 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 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 insurance company within established timeframe

  • Completes messages for providers as needed using the In-Basket messaging system, ensures 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 account

Performs financial analysis of each case and informs patient of financial responsibility.

  • Identifies patient copayment and remind patient of collection process at 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 point of service for both copayments and residual payments.

  • Provides patient information on LCMC’s financial assistance programs and/or refers patients to financial counselors as needed

  • Maximizes point-of-service collection, meeting established registration collection goals

Provide 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 of the organization.

  • Answers incoming calls and warm transfers calls to appropriate areas of department/clinic/hospital.

  • Provides directions to applicable areas of interest whether over of the phone or in-person.

  • Schedules and reschedules appointment 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 supervisor

  • Follows facility cash drawer policy as applicable

  • Completes and meets all job-related facility specific of LCMC 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, gender identity, disability status, protected veteran status or any other characteristic protected by law.

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