Patient Access Representative (72902)

At CrescentCare, we bring caregivers and the community together as partners in health and wellness for all. Our experience builds on more than 40 years of impact through our founding organization, NO/AIDS Task Force. In 2014, we became a Federally Qualified Health Center to offer an expanded range of health and wellness services for anyone and everyone who is seeking healthcare services in Greater New Orleans and Southeastern Louisiana.

Our Mission

Strengthening our entire community through whole-person healthcare and education.

Position Summary

Responsible for accurately registering patients in the electronic health record including validating patient information, verification of insurance coverage, collection of required payments, check-in, check out, managing patient flow, collection of all required co-pays, and paperwork for all patients with medical or behavioral health appointments, and ensuring the patient’s experience is exceptional at CrescentCare.   

Key Duties and Responsibilities

General

• Ensure smooth patient flow with prompt attention and check-in-for patients and appropriate interactions with involved staff.
• Follow all SOPs and training for pre-registration, registration and payment collection.
• Communicate with supervisor about any tardiness or absences with as much notice as possible.
• Update billing alerts and patient telephone encounters for each patient encounter as appropriate
• At the end of each day, review the schedule for the day and ensure all visits and cash collections are correctly processed.
• Work collaboratively with all members of the CrescentCare team to resolve issues.
• Actively provide solutions and ideas on how to improve and optimize the front desk operations.

Customer Service

• Provide excellent customer service in a diplomatic and compassionate manner when engaging in face-to-face, phone, and electronic contact with patients, CrescentCare staff, and all customers of CrescentCare

• Incorporate customer service techniques in every interaction.
• Greet every customer (ex. patient, visitor, co-worker, etc.) with a smile and verbal acknowledgement
• Use active listening to address customer needs.
• Exhibit empathy to de-escalate situations and recover service.
• Seize every opportunity to show customers you care.

Pre-registration

• Perform all pre-registration activities, including insurance verification, 1 to 2 days out on all assigned provider schedules.
• Review provider schedules daily to identify co-pays, outstanding balances, validate listed insurances, and assure all annual documents are on file.
• Review payment plans, address any inconsistencies in payments.
• Review and resolve any account balances that appear inaccurate with designated Revenue Cycle staff before contacting the patient.
• Verify insurance and ensure it is correct and accurate in the electronic health record. Ensure that the correct insurance policy is listed as primary and secondary in the electronic health record.
• If the patient has no insurance or the insurance is not correct, contact the patient to update insurance, financial information, or missing information in the demographics.
•  Refer any families without insurance to an Eligibility Specialist to assist patient with applying for coverage.
• Educate and explain to the patients their coverage and expected out of pocket costs that may be associated with the visit and treatment, especially if they are out of network.
• If the patient has no income remind the patient to bring applicable proof of income to apply for the sliding fee scale program
• Ensure all demographic and insurance information is accurately collected in the electronic health record.

Registration

• Positively identify the patient.

• Solicit patient demographic at each visit and accurately enter and update all patient demographic information into the electronic health record.
• Verify insurance. Ensure all insurance information is accurate in the electronic health record.
• Discuss coverage and expected out of pocket costs that may be associated with the visit or treatment. Educate and explain the cost to the patient.
• Collect any co-pays and deductibles.
• Refer any families without insurance to Eligibility Specialist for further assistance to assist patient with applying for insurance coverage.
• Correctly apply the sliding fee scale process.
• Refer patients to financial counseling as appropriate.
• Review required documents with patient and obtain signatures.
• Scan and upload all documents in the correct location in the electronic health record.

QUALITY ASSURANCE: 

Promote performance improvement:

• Address/Resolve patient and/or insurance inquiries and or refer for further assistance.
• Attend registration meetings to review goals and work towards problem resolution.

Qualifications

• Minimum of 1 year of experience in a customer service role or in a patient-facing health care role such as billing, front desk, financial counselor experience, health education, patient navigation, and/or health clinic patient assistance.
• High School Diploma or equivalent required. Associate’s degree preferred.  
• Graduate of a Front Office/Medical Office program preferred.

• Experience working in a Federally Qualified Health Center preferred

Total Compensation Package

We believe the investment we make in our employees is among the most important. Our compensation package includes:

• Comprehensive medical and prescription drug coverage options
• Health Savings Account (HSA)
• Employer-paid Dental
• Employer-paid life insurance & AD&D
• Employer-paid Wellness Program
• Employer-paid Employee Assistance Program
• Employer-sponsored vision insurance
• Employer-sponsored short-term disability insurance
• Vacation time (accrue 10 days in first 12 months)
• Sick time (accrue 8 days in first 12 months)
• Eleven (11) paid holidays
• 401(k) retirement plan with employer match beginning in employee’s second year