DESCRIPTION OF POSITION:

Under the direction of the Moss Memorial Patient Access Supervision this Patient Access Representative is responsible for promoting a caring and compassionate environment that allows Lake Charles Memorial Hospital to provide an individualized experience to our patients. This position provides registration assistance for the clinic patients at Moss Memorial utilizing the current hospital and clinic ambulatory information systems. The position gives our patients the access to the care they need by ensuring their primary and specialty care clinic and accompanying ancillary appointments are handled in a timely and efficient manner for optimal patient satisfaction.

RESPONSIBILITIES AND DUTIES:

• Greet all customers in a professional and friendly manner. Employee’s body language and tone are welcoming and exudes care and compassion. Quickly ascertain the reason for the visit and ensure the patient is in the correct area.
• Ensure patients receive a timely registration and typically do not exceed 15 minutes as to keep the patient flow moving thru the area, this also ensures that the clinical schedules are not affected by our processes.
• Employee is attentive at all times and can identify when help is needed and is able to give clear directions to all customers. If customer cannot understand employee escorts the patient to the appropriate area.
• Assists without prompting of patient flow in their assigned area, without hesitation the employee is able to quickly analyze the area and clear up any back log.
• Precisely complete the registration process making sure that all codes are listed correctly which includes but is not limited to: Patient Type, Point of Origin, Service, Arrival By, OP Location, Visit Status, Insurance Payor, Insurance policy and group number, insurance subscriber, Physician, and occurrence Codes. Employee makes use of the tools provided and corrects errors that are made and meets applicable accuracy goals monthly.
• Collects updated demographic information and accurately codes information on all patients, including but not limited to: contact numbers, Emergency contact, mailing address, Living Will information, email address, marital status, etc.
• Employee completes patient estimates using EPRO. Employee is knowledgeable of CPT and procedure codes and is able to accurately complete estimates. Is knowledgeable about insurance processing and is able to explain deductibles, co-insurance, co-payments and how processing occurs. Uses EPRO on all applicable patients and only excludes those that have Medicaid, Medicare and a secondary insurance, and those patients who qualify for full coverage under financial assistance. Employee strives to meet cash collection goals.
• Obtain all signatures, using e-signatures, paying special attention to Medicare patients and the additional forms required. Provide a copy of the important Medicare notice to all Medicare patients.
• Complete MSP on all Medicare patients while also informing patient of questionnaire and the reasoning behind it. Answers all appropriate questions and ensures accurate information is entered.
• Employee obtains a copy of the patients photo ID and insurance card (if applicable and available). Documents are scanned to accounts ensuring documents are clear when saved.
• Employee creates a tickler for insurance verification of coverage and benefits on appropriate accounts as well as initiating an authorization when necessary.
• Employee is knowledgeable of the LCMH Financial Assistance program and is well versed and able to give a clear definition of the program to all customers. Employee is able to recognize when someone may need assistance and offers assistance without hesitation. Employee provides application and provides details as to what information will be needed to process a complete application.
• Employees that are Medicaid Certified will complete Medicaid applications while interviewing patients face to face. If patient does not qualify for Medicaid, then Financial Assistance applications will be processed by the employee after obtaining needed information from patient.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

EDUCATION AND WORK EXPERIENCE

• High School graduate or GED certificate
• Previous work experience in healthcare, administrative or medical insurance environment preferred
• Medicaid Certification if taking Medicaid and Financial Assistance Applications.
• Basic office and keyboarding skills and the ability to use computer, printer, fax machine, scanner, calculator; proficient skills and understanding of Word and Excel.
• Ability to use multiple databases and Hospital specific software.
• Math skills for collection and reconciliation purposes.
• Interpersonal skills to interact effectively with patients from various backgrounds in a professional, enthusiastic, courteous and caring manner.
• Appropriate phone etiquette.
• Complete understanding of time of service collections and collection goals.
• Basic knowledge of medical terminology and insurance/managed care program regulations.

Physical Demands/Work Environment

• Occasional standing, walking, frequent sitting for long periods of time, manual dexterity.
• Work is normally performed in a typical interior/office work environment.
• Light physical effort; repetitive motion of wrists, hands and/or fingers; standing, walking, lifting, reaching, kneeling, bending, stooping, pushing and pulling; frequent sitting.
• Ability to read forms, computer screens, correspondence and other documents.
• Work may include work on evenings, nights, weekends and/or holidays to ensure effective productivity.
• Ability to deal with stressful situations and conflict resolution.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

“Experience Memorial” is more than a slogan, it’s the care we provide our patients and it’s the commitment to our community and our team members. As a nationally certified Great Place to Work, at Lake Charles Memorial Health System you will have the opportunity to be a part of an organizational culture that supports not only exceptional patient care but also the well-being and professional growth of our employees. Join us and be a part of a team where your contributions are valued, your growth is nurtured, and your success is celebrated.

Working at Lake Charles Memorial Health System | Great Place To Work®