Patient Access Representative - Ambulatory

About the Role

Responsible for accurately registering patients in EMR, including validating patient information, verification of insurance coverage, collection of required payments, and ensuring the patient's experience is best in class. Relies on established guidelines to accomplish tasks and works under close supervision.

Responsibilities

• Customer Service
  • Courteously advise patients of collection and billing procedures and anticipated charges to assist them in understanding their liability and responsibility regarding payment.
  • Warmly welcome and greet all patients and families to the clinic.
  • Answer and address questions or concerns from patients and family members appropriately.
  • Inform patients of their rights and Advance Directives upon request.
• Patient Registration & Information Management
  • Accurately obtain, edit, and maintain patient and insurance information in the clinic’s computer system.
  • Register patients efficiently in Epic and monitor patient flow to ensure a best-in-class experience.
  • Review patient accounts to determine financial responsibility and arrange payment plans to collect balances.
  • Assist patients with access to government and community resources to enhance healthcare access.
• Coordination & Documentation
  • Work closely with physicians, nurse practitioners, and nursing staff to complete referrals in accordance with payor requirements.
  • Facilitate patient access to information, including MyChart.
  • Accurately update patient records and enter charges as necessary.
  • Process documentation related to patient referrals accurately and schedule/reschedule appointments to maintain effective patient flow.
• Clerical & Administrative Duties
  • Perform a variety of clerical tasks, including answering phones, retrieving medical records, recording data, and typing memorandums efficiently.
  • Accurately file current patient charts and information for ease of retrieval.
• Payor Regulations & Financial Management
  • Research and resolve claim edits and denials within 2 days of notification.
  • Research and resolve discrepancies in billing information within 2 days of receipt.
  • Key charges and process batches daily, preparing bank/deposit summaries immediately after balancing payments to receipts.
  • Review diagnosis and procedure codes for accuracy and enter data into the system at the point of service.
  • Verify and collect patient payments for services rendered 100% of the time.
  • Verify account balances, collect outstanding balances from patients, and reconcile the daily cash fund.
  • Maintain a general knowledge of health plans, including co-pays, deductibles, and co-insurance.
  • Manage cash in accordance with established policies to ensure accurate crediting to patient accounts and secure handling.
  • Meet site collection goals.
• Additional Duties
  • Act as a backup for other clinic staff as needed.
  • Support clinic, hospital, and health system initiatives to improve day-to-day operations.
  • Provide training and orientation for other team members when assigned.
  • Perform other duties as assigned.

Requirements

• Experience: 6 months in a customer service or front desk role, or graduation from a front office/medical office program. A Bachelor’s degree may substitute for experience.
• Education: High School Diploma or equivalent.

Skills

• Professional demeanor and excellent customer service skills.
• Ability to multi-task and think critically.
• Demonstrated computer literacy.
• Ability to learn and demonstrate proficiency in Epic during the introductory period.

About Us

FMOL Health is a leading healthcare innovator in Louisiana and Mississippi, bringing together outstanding clinicians, advanced technology, and leading research to provide the highest quality and safest care possible. Grounded in a history spanning over 100 years, we are committed to transforming healthcare through superior performance and excellent patient care.

In the last fiscal year, FMOL Health had:

• 1,747 licensed beds
• 65,322 discharges
• 44,592 OR procedures
• 10,827 full-time employees
• 331,360 inpatient days
• 1,915 active medical staff
• 229,296 emergency visits

As a nonprofit, mission-focused Catholic healthcare ministry, we provide special attention to citizens most in need. In the most recent fiscal year, we delivered over $39 million in unreimbursed care and community support to the underprivileged.

Our health system is one of the largest in Louisiana, with hospitals, clinics, and physicians located throughout Louisiana and in Mississippi. We serve nearly half of Louisiana’s citizens and operate in Mississippi’s largest metropolitan area. Our size and partnerships allow us to pool resources, share efficiencies, and accelerate improvements in care.

Founded in Monroe, Louisiana, in 1911 under the guidance of the Franciscan Sisters, we remain committed to perpetuating their healing ministry. Headquartered in Baton Rouge, we serve patients across Louisiana and Mississippi through a network of hospitals, clinics, physicians, elderly housing, and an integrated information system.

We have partnered with the State of Louisiana to transform its healthcare delivery system, including inpatient acute care and primary care in Baton Rouge and Bogalusa. Following the example of our founders, the Franciscan Missionaries of Our Lady, our team members and physicians are called to provide high-quality, compassionate care to all, especially those most in need.