Patient Access Representative 1 - ED

What Makes Us Different? 

Day/Evening Shift: 7a - 7p

With Our Lady of Lourdes, we offer career opportunities for people who have a calling to share their gifts and talents as part of our healing ministry. As part of the Franciscan Missionaries of Our Lady Health System, we are here to create a spirit of healing - and we invite you to join our team today if you would like to be part of that spirit. In addition to competitive salaries and generous benefits, we offer you something special - the chance to do God's work by helping to serve people in need throughout our community, every day. Additionally, you can expect: 

Tuition reimbursement 

Growth opportunities  

Affordable employee benefits 

A community culture where you don’t feel lost in a large health system 

Job Summary

The Patient Access Representative 1 - ED (PAR 1) is responsible for accurately registering patients presenting to the Emergency Department, including traumas, stroke patients, disaster response patients, other emergency patients, behavioral health, direct admits to inpatient units, surgery patients, radiology patients, and prisoners.  Registration includes validating patient identity, collecting ED-specific screening information, coordinating with ED nurses to ensure patients are triaged in a timely manner, verification of insurance coverage, calculation of and collection of patient co-insurance/deductibles/co-pays, determination of in-network and out-of-network status post-stabilization, and balancing of cash.  In this fast-paced, high-stress environment, the PAR1 demonstrates professional/effective communication skills with patients and families, physicians, and nurses.  They manage patient and visitor concerns during traumas and disasters.  The PAR1 is knowledgeable of and compliant with federal and state regulations related to acute-care patient registration, with special emphasis on EMTALA regulations and the No Surprises Act.  Team members in the ED must be flexible to change and have an ability to adapt and adjust to a constantly changing environment.  Must be able to respond to disaster activation with plans to work on-site until conclusion of activation.

Minimum Requirements

• Experience:  1 year customer service experience or related certification (e.g. Certified Coder, Certified Medical Assistant)
• Education:  High School diploma or equivalent
• Special Skills:  Advanced clerical and computer skills, critical thinking skills, ability to work in high-stress situations, professional appearance and behavior, good communication skills, dependability, flexibility, teamwork.

1. Registration
   1. Effectively meets customer needs, builds productive customer relationships, and takes responsibility for customer satisfaction and loyalty. Represents the Patient Access department in a professional, courteous manner at ALL times. Asks patients if they may have special needs. Calls patients by name, Greets patients in a courteous and professional manner. Prioritizes and completes registration in a consistent, courteous, professional, accurate and timely manner.
      1. Accurately identify patients that present to the ER without proof of legal identification (Identification card, Driver’s license, Passport, etc.) due to EMTALA regulations
   2. Obtains necessary information from patient, including demographic information, insurance, guarantor, and correctly inputs it into registration software. If patient is already in the system, finds correct patient record and verifies information in the system.
   3. Uses critical thinking skills to evaluate each registration situation to ensure customized registration experience based on individual patient circumstances. Uses knowledge of federal and state laws (EMTALA, HIPAA, Balanced Billing Act, Participating Provider statute, HITECH law, worker's compensation regulations, victims of sexually oriented criminal offenses regulation, 2 midnight rules, ABN's, Patient status requirements, MSPs, and state regulations on notification of out-of-network status) to ensure compliant registration
      1. Managing the special needs of patients/ family members and visitors during active traumatic situations and disaster events
      2. Coordinate registration intake of trauma, stroke and heart alerts to ensure timely triage
   4. Ensures each patient is assigned only one medical record number.
   5. Communicates the purpose of and obtains patient/legal guardian signatures on all necessary hospital documents such as Hospital consent forms, assignment of benefits, patient rights, etc.
   6. Extensively documents each encounter in account notes to ensure successful cross-function communication.
   7. Ensures orders are received and are consistent with tests/procedures.
   8. Monitors the waiting r