Patient Access Associate I

USD $16.50/Hr. – Max USD $24.82/Hr.

Overview

Our Patient Access Associate will assist in providing access to services at the hospital and/or other service areas. Knowledge of all tasks performed in the various Patient Access Service areas is necessary to provide optimum internal and external customer satisfaction and ensure accurate reimbursement. This position is primarily responsible for the pre-registration and registration of patients at Lincoln Memorial Hospital, including collecting patient demographics, third-party information with a high degree of accuracy, and performing financial collections. Other key roles include serving as the hospital switchboard, dispatching for all emergent situations, and acting as a liaison between ancillary departments and other Patient Access Services areas.

Qualifications

• High School Graduate or GED equivalent preferred.
• 2 years of customer service experience preferred.
• Medical terminology, medical office, registration, or billing experience strongly preferred.
• Outstanding interpersonal and customer relation skills required.
• Ability to work successfully with internal and external customers.
• Excellent computer skills, critical thinking, and multitasking skills required.
• Flexible, organized, and able to function well in stressful situations.
• Detail-oriented with strong critical thinking and problem-solving ability.
• Excellent oral and written communication and customer service skills, with the ability to maintain a calm and professional demeanor in high-stress situations.
• Ability to remain flexible and exercise sound judgment in stressful situations.
• Ability to manage competing priorities and work independently in a rapidly changing environment.
• Familiarity with state and federal regulations, insurance requirements/guidelines, and hospital, department, and Joint Commission policies and procedures must be obtained within 1 year of hire and maintained throughout employment.

Responsibilities

• Complete all steps of pre-registration/registration, including patient interviews, collecting insurance information, obtaining picture identification and signatures for consents, providing Advance Directive information, and distributing required patient information.
• Coordinate accurate patient data collection to verify insurance eligibility and determine financial obligation, which may include collection of copayments.
• Act as the communication hub for the hospital and demonstrate ability to function well in stressful situations.
• Monitor alarms and weather information; call and process all codes as needed, and provide ongoing communication support during all code and disaster situations according to policies and procedures.
• Dispatch calls to all on-call staff, including Administrator on Call, nurse managers, house supervisors, surgery staff, respiratory therapy, and Plant Operations. Maintain records of current on-call staff.
• Answer incoming calls to the main hospital switchboard, emergency line (56700), Stat Code, and Rapid Response calls, processing them timely and correctly.
• Demonstrate flexibility to work alternative shifts and cover call-ins as needed, including night or weekend shifts.
• Ensure compliance with all applicable HIPAA, Joint Commission, CDC, LMH, and state and federal statutes, providing required literature to patients at all PAS access points.
• Coordinate security efforts for LMH through monitoring of security cameras and coordination with Plant Operations and/or police as needed, according to policy and procedure.
• Check in and log visitors entering the building after normal business hours.
• Manage patient flow in the ED, Diagnostic Center, Acute Care Unit, Obstetrics, and Special Procedures Area. Enter patient information into department whiteboards for tracking purposes.
• Monitor patient volumes and flow throughout the day, adjusting Patient Access staff as needed.
• Work with staff and leaders in other areas to coordinate timely patient flow and services.
• Coordinate admission and patient placement in collaboration with the Case Management Team, Nursing Leadership, and Environmental Services.
• Consult with other departments to provide an interdisciplinary approach to patient needs.
• Conduct daily audits of accounts for quality assurance and perform necessary actions to correct patient accounts. Distribute corrections as appropriate.
• Perform insurance verification tasks, including referrals and authorization for elective and emergent patients. Check eligibility for Medicare, Medicaid, private insurance, etc.
• Demonstrate organizational skills to perform daily tasks, including reporting and closeout duties. Verify census information and patient data at the end of each day to ensure accurate patient accounts.
• Monitor the patient safe, recording and securing patient valuables as needed. Maintain petty cash and service recovery funds. Perform daily closing duties associated with the cash drawer.
• Orient and cross-train others within assigned areas of responsibility as directed by management. Assist other areas within the unit or department during times of special needs or staff absences.
• Greet visitors and patients; answer patient questions (via telephone or in person) and provide directional information as requested.
• Contribute to positive customer relations and address any issues that arise to maintain a positive patient experience.