Patient Access Representative

Job description

Your job is more than a job. Why a Great Place to Work At LCMC Health we help you to lean into your calling by leaning in with you, ensuring you have the resources to do your job as only you can. And that begins with receiving the support you need to thrive and grow, which looks different for each person. Living out our commitment to inclusion requires providing benefits that are as diverse and unique as our workforce. It’s a responsibility we take seriously. Because we don’t just serve the New Orleans community—we’re at the beating heart of it. Whether by offering community health services or making medical innovations more accessible, LCMC Health is bringing a culture of wellness to the communities that matter to you. When you know you’re making an authentic impact, you give a little extra to every day— as a person, with your team, in your community—and that’s one of the reasons why you’ll be a perfect fit at LCMC Health, where giving a little something extra is at the heart of everything we do. Responsible for submitting, tracking, and following up on authorization requests across various service lines. Ensures required documentation and information are complete and accurate, coordinates with clinical and administrative teams as needed, monitors authorization status, and addresses any issues or delays to support timely access to services. GENERAL DUTIES Provides Assistance to Patients: - Greets patients, guests and family members both on phone or in person. - Schedules patients for services with appropriate provider at appropriate locations and desired time when possible, ensuring accuracy and timeliness. - Analyzes current patient information to determine if an account already exists so as not to duplicate records. - Creates an account for all patients who present for services, including walk-in, non-scheduled, and emergency services according to the registration policy. - Registers patients by entering accurate demographic, financial class, insurance information; makes revisions to systems immediately as errors are recognized. - Activates scheduled accounts that have been set-up for the patient according to the registration policy. - Initiates bed placement, reservation, transfer, and/or discharge based on requests from clinical providers, case management, etc. - Assists patients with understanding their financial obligations, setting up payment arrangements, completing financial assistance applications, coordinating care with the providers, securing grants/resources with external sources (Drug Therapy Reimbursement) and when necessary, makes appropriate referrals to Parish Medicaid, Medicaid, or Emergency Medicaid. Completes the patient registration and admissions process and ensures all required forms are completed and other paperwork / documents are gathered and accurate: - Requests and documents patient demographic, insurance, guarantor, MSP, and PCP/Referring Physician information and validates against current system. - Ensures patient/guarantor sign all applicable documentation, such as consents and financial assistance loan application. - Scans ID, insurance cards, orders, authorization information, etc. to patient’s account once the information is validated for accuracy. - Performs insurance verification tasks, including running automated eligibility response at point-of-service to ensure active coverage and completing notification of admission with insurance company within established timeframe. - Contacts case management and/or provider to assist with appropriate department placement for clinical services. - Analyzes physician’s order for proper bed placement functions per policy when necessary. Performs financial analysis of each case and informs patient of financial responsibility: - Informs patient/guarantor of liability due, including prior balances and estimates for scheduled service. - Attempts to collect payment. - Refers to financial counseling as needed. - Maximizes point-of-service collection, meeting established registration collection goals. Provides excellent customer service to all patients, guests and family members: - Promotes a customer centered experience by performing all functions in a warm and courteous manner to patients, family members, providers, and all visitors of the organization. - Answers incoming calls and transfers calls to appropriate areas of department/clinic/hospital. - Provides directions to applicable areas of interest, such as the department where service will be provided, financial counselor, cafeteria, waiting rooms, restrooms, and parking area. - Schedules and reschedules appointments for patients as needed, identifying open time slots and educating patient/guardian about available options for services. EXPERIENCE QUALIFICATIONS 2 Years of Experience in Customer Service/ Healthcare. EDUCATION QUALIFICATIONS High School Diploma/GED or Equivalent Or 2 Years of applicable experience in lieu of education SKILLS & ABILITIES: Minimum Required: Excellent customer service, interpersonal, and conflict resolution skills. Excellent oral and written communication skills; ability to work collaboratively with other departments and functional areas and effectively gather and disseminate information to a diverse range of people Basic prioritization, time management, and organizational skills; ability to handle several tasks and interruptions in a positive manner Excellent decision-making skills; sound judgment in handling/escalating difficult situations Good analytical skills with a strong attention to detail Proficiency in computers REPORTING RELATIONSHIPS Does this position formally supervise employees? No FUNCTIONAL DEMANDS Light: Light physical requirements- Light Work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible. PHYSICAL DEMANDS Sitting - Continuous (67-100% of day) Standing - Frequent (36-66% of day) Walking - Frequent (36-66% of day) Climbing (e.g., stairs or ladders) - Occasional (0-35% of day) Lifting Floor to waist level: 0-10lbs - Occasional (0-35% of day) Lifting Floor to waist level: 10-20lbs - Occasional (0-35% of day) Lifting Floor to waist level: 20-50lbs - Occasional (0-35% of day) Lifting Floor to waist level: 50-100lbs - Occasional (0-35% of day) Lifting Floor to waist level: 100+lbs - Occasional (0-35% of day) Lifting Waist level and above: 0-10lbs - Occasional (0-35% of day) Lifting Waist level and above: 10-20lbs - Occasional (0-35% of day) Lifting Waist level and above: 20-50lbs - Occasional (0-35% of day) Lifting Waist level and above: 50-100lbs - Occasional (0-35% of day) Lifting Waist level and above: 100+lbs - Occasional (0-35% of day) Carrying objects - Frequent (36-66% of day) Push/pull - Occasional (0-35% of day) Twisting - Occasional (0-35% of day) Bending - Occasional (0-35% of day) Reaching forward - Frequent (36-66% of day) Reaching overhead - Occasional (0-35% of day) Squat/kneel/crawl - Occasional (0-35% of day) Wrist position deviation - Frequent (36-66% of day) Pinching/fine motor activities - Continuous (67-100% of day) Keyboard use/repetitive motion - Continuous (67-100% of day) Talk or hear - Continuous (67-100% of day) SENSORY REQUIREMENTS Near Vision - Accurate 20/40 Far Vision - Accurate 20/40 Color Discrimination - No Hearing - Accurate OCCUPATIONAL EXPOSURE RISK POTENTIAL Bloodborne pathogens - Not Anticipated Chemical - Not Anticipated Airborne communicable diseases - Not Anticipated Extreme temperatures - Not Anticipated Radiation - Not Anticipated Uneven surfaces or elevations - Not Anticipated Extreme noise levels - Not Anticipated Dust/particular matter - Not Anticipated Other (List) - Not Anticipated POPULATION SERVED Neonate/Infant up to 1 year: No Youth (1yr to 15 yrs): No Adult (16 and up): No WORK SHIFT: Days (United States of America) LCMC Health is a community. Our people make health happen. While our NOLA roots run deep, our branches are the vessels that carry our mission of bringing the best possible care to every person and parish in Louisiana and beyond and put a little more heart and soul into healthcare along the way. Celebrating authenticity, originality, equity, inclusion and a little “come on in” attitude is the foundation of LCMC Health’s culture of everyday extraordinary Children’s Hospital, at the heart of LCMC Health’s incredible community of care, has been the go-to hospital for expert children’s health, wellness, and one-of-a-kind care in Louisiana and the Gulf Coast. Learn more about Children’s Hospital’s 40+ specialties and our national ranking by U.S. News & World Report as a Best Children's Hospital Your extras Deliver healthcare with heart. Give people a reason to smile. Put a little love in your work. Be honest and real, but with compassion. Bring some lagniappe into everything you do. Forget one-size-fits-all, think one-of-a-kind care. See opportunities, not problems – it’s all about perspective. Cheerlead ideas, differences, and each other. Love what makes you, you - because we do You are welcome here. LCMC Health is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law. The above job summary is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary. Simple things make the difference. 1. To get started, take your time to fully and accurately complete the application for employment. Incomplete applications get bogged down and are often eliminated due to missing information. 2. To ensure quality care and service, we may use information on your application to verify your previous employment and background. 3. To keep our career applications up-to-date, applications are inactive after 6 months and, therefore, require a new application for employment to be completed. 4. To expedite the hiring process, proof of citizenship or immigration status will be required to verify your lawful right to work in the United States.