Patient Access Lead - West Jefferson Medical Center (Neuro Clinic)

Your job is more than a job

This job description is intended to describe the general nature and level of work performed by employees assigned to this department. This is not an exhaustive list of all duties and responsibilities, and LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary.

GENERAL DUTIES

Completes the patient scheduling, registration and/or admissions process:

• Greets patients, guests and family members.
• 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 call for services or 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; revises systems immediately as errors are recognized.
• Activates scheduled accounts that have been set-up for the patient according to the registration policy.
• Accurately and timely resolves work queue errors

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: running automated eligibility response at point-of-service to ensure active coverage and completing notification of admission with insurance company within established timeframe.
• Completes messages for providers as needed using the In-Basket messaging system Ensures that all information contained in the message is accurate.
• Updates EMR with documentation to communicate any information related to the status of a patient account.

Performs financial analysis of each case and informs patient of financial responsibility. Balances cash drawer daily and prepares cash log at the end of the shift.:

• 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.
• Balances cash drawer daily and accounts for shortages/overages/account posting errors.
• Makes debit/credit adjustments as necessary; forwards necessary backup documents to lead and/or general accounting for review.
• Makes department copies and reports unreconciled monies/deposits to supervisor.
• Prepares cash log at the end of the shift, ensuring accuracy and completeness of cash register items.
• Follows hospital policy for deposits.
• Balances cash drawer daily and accounts for shortages/overages/account posting errors.
• Makes debit/credit adjustments as necessary; forwards necessary backup documents to lead and/or general accounting for review.
• Makes department copies and reports unreconciled monies/deposits to supervisor.
• Follows facility cash drawer.

Provide excellent customer service to all patients, guests and family members and internal and external team members/customers:

• 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 warm transfers calls to appropriate areas of department/clinic/hospital.
• Provides directions to applicable areas of interest whether over of the phone or in person.
• Schedules and reschedules appointments for patients as needed.

Knowledgeable Superuser for all Patient Access duties in specified areas and Functional leader to the team:

• Completes special projects as assigned.
• Assists in the on-boarding of new hires and the ongoing training of peers.
• Resolves escalated patient/account issues.
• Participates in continuous process improvement initiatives.
• Provides feedback to managers and supervisors on process improvement opportunities.
• Responsible for staff movement/assignment to meet the patient/provider throughout demand.
• Cross-trains and cross-covers for personnel performing similar job functions