Patient Access Representative - Emergency Dept | Days

Reports directly to the Patient Access Supervisor.

Responsibilities

• Greets all customers in a professional and friendly manner; body language and tone are welcoming and exude care and compassion.
• Quickly ascertains the reason for the visit and ensures the patient is in the correct area.
• Ensures patients receive timely registration, typically not exceeding 15 minutes, to maintain patient flow and avoid impacting clinical schedules.
• Collects updated demographic information and accurately codes data for all patients, including contact numbers, emergency contact, mailing address, email address, marital status, insurance payer, policy and group number, insurance subscriber, physician, and occurrence codes.
• Completes patient estimates using EPIC RTE, applying knowledge of CPT and procedure codes to produce accurate estimates.
• Explains insurance processing details, including deductibles, co‑insurance, and co‑payments, and how claims are processed.
• Uses Clearance on applicable patients, excluding those with Medicaid, Medicare and secondary insurance, or those qualifying for full coverage under financial assistance.
• Strives to meet cash collection goals.
• Obtains all required signatures via e‑signature, paying special attention to Medicare patients and additional forms; provides the important Medicare notice to all Medicare patients.
• Completes MSP on all Medicare patients, informs them of the questionnaire and its purpose, and answers related questions.
• Ensures accurate information entry and obtains copies of patient photo ID and insurance card (when available); scans documents to accounts ensuring clarity.
• Notifies insurance representatives for verification of coverage and benefits and initiates authorizations when necessary.
• Knowledgeable of the LCMH Financial Assistance program; provides clear definitions, recognizes when assistance is needed, offers help without hesitation, supplies applications, and details required information.
• Remains attentive, identifies when help is needed, and gives clear directions; escorts patients who cannot understand to the appropriate area.
• Immediately notifies the House Supervisor or Transfer Service of all direct admissions upon arrival to reduce patient wait time.
• Discusses MyChart advantages and encourages patients to provide their email address.
• Monitors patient flow in the assigned area, quickly analyzes and clears any backlog without prompting.

Requirements

• High school graduate or GED.
• At least one year of experience in a healthcare‑related field, preferably finance.
• Adequate keyboard skills (40 words per minute typing rate).
• Basic computer skills.
• Strong organizational and communication skills, including ability to discuss medical issues.
• Negotiation skills with assertiveness and a proactive approach.
• Ability to read, write, and speak intelligible English; ability to communicate with patients, family, peers, and medical personnel.
• Basic math skills and appropriate phone etiquette.
• Emotional stability and resilience.
• Adaptable to change, decisive, and demonstrates foresight.
• Exhibits organizational and leadership ability.

Schedule

Work may require evenings, nights, weekends, holidays and/or a flexible schedule depending on the needs of the unit/department/service. Requires professional written and verbal communication and interpersonal skills. Ability to deal with stressful situations and conflict resolution. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.