Patient Access Associate I

Patient Access Associate I

The Patient Access Associate I assists in providing access to services offered by the hospital and other service areas. Knowledge of the various tasks performed within Patient Access Services is essential to providing optimum internal and external customer satisfaction while supporting accurate reimbursement.

This position is primarily responsible for the pre-registration and registration of patients at Lincoln Memorial Hospital, including obtaining and accurately entering patient demographics, third-party insurance information, and other required registration information. The position may also be responsible for financial collections.

Additional responsibilities include serving as the hospital switchboard operator and dispatcher for emergent situations, as well as serving as a liaison between ancillary departments and other Patient Access Services areas. The Patient Access Associate I must demonstrate a high degree of accuracy, strong communication skills, and the ability to effectively support patients, families, hospital staff, and other customers.

Shift: Day Hours: 8:30am 5:00pm Weekends: As Needed FTE: 1.0

Qualifications

Education:

• High School Graduate or GED equivalent preferred.

Experience:

• 2 years of customer service experience preferred.
• Medical terminology, medical office, patient registration, or billing experience strongly preferred.

Other Knowledge/Skills/Abilities:

• Outstanding interpersonal and customer service skills required, with the ability to work successfully with internal and external customers.
• Excellent computer, critical thinking, multitasking, and problem-solving skills required.
• Must be flexible, organized, and able to function effectively in stressful situations.
• Must demonstrate strong attention to detail, sound judgment, and the ability to take initiative.
• Must demonstrate excellent oral and written communication skills and the ability to maintain a calm and professional demeanor in high-stress situations.
• Ability to effectively manage competing priorities and work independently in a rapidly changing environment.
• Familiarity with state and federal regulations, insurance requirements and guidelines, and hospital, department, and Joint Commission policies and procedures must be obtained within one year of hire and maintained throughout employment.

Responsibilities

• Complete all steps of pre-registration and registration, including patient interviews, collection of insurance information, photo identification, signatures for consents, Advance Directive information, and required patient materials.
• Accurately collect patient data to verify insurance eligibility and determine financial responsibility, including collection of copayments when applicable.
• Serve as the communication hub for the hospital and effectively manage stressful situations. Monitor alarms and weather information, process codes, and provide ongoing communication support during code and disaster situations according to policy and procedure.
• Dispatch calls to on-call staff, including the Administrator on Call, nurse managers, house supervisors, surgery staff, respiratory therapy, and Plant Operations. Maintain current on-call staff records and answer incoming calls to the main hospital switchboard.
• Answer and appropriately process incoming calls to the emergency line (56700) in a timely manner.
• Answer and appropriately process Stat Code and Rapid Response calls in a timely manner.
• Demonstrate flexibility and willingness to work alternative shifts and cover call-ins as needed, including nights and weekends.
• Ensure compliance with applicable HIPAA, Joint Commission, CDC, LMH, and state and federal statutes, including providing required patient literature at all Patient Access Service points.
• Coordinate security efforts for LMH by monitoring security cameras and coordinating appropriate actions with Plant Operations and/or law enforcement according to policy and procedure. Check in and log visitors entering the building after normal business hours.
• Coordinate patient flow in the Emergency Department, Diagnostic Center, Acute Care Unit, Obstetrics, and Special Procedures areas. Enter patient information into department whiteboards for tracking purposes.
• Monitor patient volumes and flow throughout the day and adjust Patient Access staffing as needed. Collaborate with staff and leaders across departments to coordinate timely patient flow and services.
• Coordinate admissions and patient placement in collaboration with Case Management, Nursing Leadership, and Environmental Services. Consult with other departments to support an interdisciplinary approach to patient needs.
• Conduct daily account audits for quality assurance and take appropriate action to correct patient accounts. Distribute corrections as necessary.
• Complete insurance verification activities, including referrals and authorizations for elective and emergent patients. Verify eligibility for Medicare, Medicaid, private insurance, and other applicable coverage.
• Organize and complete 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 and record and secure patient valuables as needed.
• Maintain petty cash and service recovery funds and perform daily closing duties associated with the cash drawer.
• Orient and cross-train staff within assigned areas of responsibility as directed by management. Assist other areas within the unit or department during periods of special need or staff absences.
• Greet patients and visitors, answer questions by telephone or in person, and provide directional information as requested. Promote positive customer relations and address patient concerns to support a positive experience.
• Demonstrate superior patient relations and interpersonal skills, maintaining an appropriate level of mental and emotional tolerance and an even temperament when interacting with staff, patients, and the general public. Use tact, sensitivity, and sound judgment while promoting a positive work environment and contributing to departmental and organizational teamwork.
• Perform other related duties as required or requested.