Patient Access Representative - HCCS - Broadmoor High School

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. Works under close supervision.

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Responsibilities

1. Customer Service

a. Patients are courteously and appropriately advised of the collection and billing procedures and anticipated charges so as to assist patients in their understanding their liability and responsibility regarding their payment as evidenced by less than 5 complaints a year.
b. All patients/families are courteously welcomed and greeted to the clinic as evidenced by lack of complaints.
c. Questions & concerns from patients and/or family members are answered/addressed in an appropriate manner as evidenced by lack of customer complaints.
d. Patients are informed of their rights and Advance Directives upon request.
e. Patient and insurance information is accurately obtained and edited as necessary in the clinic's computer system, as evidenced by information is accurate at all times.
f. Accurately and efficiently registers patients in Epic; monitors and manages the flow of patients through the clinic utilizing initiative to ensure the patient experience is best in class.
g. Monitors patient schedules and reviews accounts to determine the patient's financial responsibility on account balance and arranges payment plans to collect.
h. Assists patients with access to government and community resources to enhance their access to health care services.
i. Works closely with physicians, nurse practitioners and nursing staff to ensure that referrals to other providers/services/facilities are completed in accordance with payor requirements in a timely manner.
j. Facilitates the patient's access to information including but not limited to MyChart access.
k. Accurately updates patient records as needed.
l. Accurately enters patient charges as necessary.

2. Patient Flow

a. Documentation related to patient referrals is accurately processed at all times.
b. Patient appointments are scheduled and rescheduled appropriately as evidenced by effective patient flow through the clinic at all times.
c. A variety of clerical duties (answer telephone calls, retrieve medical records, records data, type memorandums, etc.) are efficiently completed in a timely and efficient manner at all times.
d. Current patient charts/files and appropriate information are accurately filed as evidenced by ease of the file retrieval process.

3. Payor Regulations

a. Claim edits and denials are researched and discrepancies resolved within 2 days of notification.
b. All information for completing the billing process, including charge information from the physician is researched and discrepancies resolved within 2 days of receipt.
c. Charges are keyed and batches processed daily, and bank/deposit summary is prepared immediately after balancing payment to receipts.
d. Diagnosis and procedures codes are reviewed for accuracy and data is entered into the system at point of service as evidenced by up-to-date records at all times.
e. Patient payments for services rendered are verified and collected from patient 100% of the time.
f. Account balances are verified, and the outstanding balance collected from patients and the daily cash fund reconciled daily.
g. A general knowledge of the health plans, including co-pays, deductibles and co-insurance is maintained at all times.
h. Manages cash in accordance with established policies and procedures to ensure that payments are accurately credited to the patients' accounts and cash is maintained in a secure manner.
i. Meets site collection goals.

4. Other Duties as Assigned:
a. Act as a backup for others in the clinic as needed.
b. Actively supports clinic, hospital and health system initiatives related to improvement in the day-to-day operations.
c. May provides training and orientation for other Team Members when assigned.
d. Other duties as assigned.

Qualifications

Experience: 6 months experience in a customer service/front desk role or a graduate of a front office/medical office program. Bachelor's degree may substitute for experience.

Education: High School Diploma or Equivalent

Special Skills: Professional demeanor, excellent customer service skills, ability to multi-task, critical thinking, demonstrated computer literacy, ability to learn and demonstrate proficiency in Epic during the introductory period.

FMOL Health is a leading health care innovator in Louisiana and Mississippi. We bring together outstanding clinicians, the most advanced technology and leading research to ensure that our patients receive the highest quality and safest care possible.

This commitment is grounded in a history that is more than 100 years old, but reflected today by our strategic vision of 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 give special attention to our citizens who are most in need. During the most recent fiscal year, we provided more than $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. In fact, we provide care to almost half of Louisiana’s citizens, and serve in Mississippi's largest metropolitan area. Because of our size and the partnerships we have with other local organizations, we are able to pool our resources and share cost and service efficiencies and learn from each other, thereby accelerating our ability to improve care and solve challenges.

Since our founding in Monroe, Louisiana in 1911, we have been blessed by the guidance of the Franciscan Sisters. Through their guidance and steadfast example, we have committed to assure that we perpetuate their healing ministry for another hundred years. It is a noble purpose we strive to fulfill every day.

Headquartered in Baton Rouge, Louisiana, we serve patients across Louisiana and Mississippi through a network of hospitals, clinics, physicians, elderly housing and integrated information system. Our health system has partnered with the State of Louisiana as it transforms its healthcare delivery system. The partnership includes inpatient acute care and primary care delivery in Baton Rouge and Bogalusa.

Following in the footsteps of our founders, the Franciscan Missionaries of Our Lady, our team members and physicians are called to provide high quality care and compassion to all people, especially those most in need.

As we look to the future of our healthcare ministry, we chart our course by “going where we are called.”