Patient Access Representative | Evenings

Description of Position/Responsibilities and Duties

• 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 a timely registration, typically not exceeding 15 minutes, to keep patient flow moving and avoid affecting clinical schedules.
• Collects updated demographic information and accurately codes data on all patients, including contact numbers, emergency contact, mailing address, email address, marital status, Insurance Payer, insurance policy and group number, insurance subscriber, physician, and occurrence codes.
• Completes patient estimates using EPIC RTE; is knowledgeable of CPT and procedure codes to accurately complete estimates.
• Understands insurance processing and can explain deductibles, co-insurance, co-payments, and how processing occurs.
• Uses Clearance on all applicable patients, excluding only those with Medicaid, Medicare and a secondary insurance, and patients who qualify for full coverage under financial assistance.
• Strives to meet cash collection goals.
• Obtains all signatures using e-signatures, paying special attention to Medicare patients and additional required forms; provides a copy of the important Medicare notice to all Medicare patients.
• Completes MSP on all Medicare patients while informing patients of the questionnaire and the reasoning behind it; answers all appropriate questions and ensures accurate information is entered.
• Obtains copies of patient photo ID and insurance card (if applicable and available); scans documents to accounts ensuring clarity when saved.
• Notifies the insurance representative for insurance verification of coverage and benefits on appropriate accounts and initiates authorizations when necessary.
• Is knowledgeable of the LCMH Financial Assistance program and can give a clear definition of the program to all customers; recognizes when someone may need assistance and offers it without hesitation; provides applications and details on what information is needed to process a complete application.
• Is attentive at all times, identifies when help is needed, and gives clear directions to all customers; escorts patients to the appropriate area if they cannot understand.
• Immediately notifies the House Supervisor or Transfer Service of all direct admissions at the time of arrival to ease patient wait time.
• Knowledgeably discusses MyChart and explains its advantages, encouraging patients to provide their email address.
• Assists patient flow in the assigned area without prompting; quickly analyzes the area and clears any backlog.

Education and Work Experience

• High school graduate or GED.
• At least one year of experience working 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 including assertiveness and being proactive.
• 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.
• Requires emotional stability and resilience; must be adaptable to change, be decisive, and demonstrate foresight.
• Exhibits organizational and leadership ability.

Physical Demands/Work Environment

• Work may require evenings, nights, weekends, holidays, and/or a flexible schedule depending on unit/department/service needs.
• 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 essential functions.