PATIENT ACCESS ASSOCIATE - A NOMC ADMISSIONS

North Oaks Health System - Hammond, LA

Hammond, LA

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About the position

The Patient Access Associate (PAA) is responsible for providing excellent customer service during the patient access/intake process according to established hospital procedures. The PAA executes patient access through the continuum of the revenue cycle that supports patient safety, efficiency, cost reduction, and service improvement. This includes the patient's pre-encounter, encounter, and post-encounter processes, which involve accurate and efficient patient registration, insurance verification, scheduling, and pre-service collections in compliance with payer and facility rules and regulations.

Responsibilities

• Assist patients and visitors to ensure timely access to medical services.
• Provide excellent customer service to every patient, customer, practitioner's office, and department utilizing the Patient Access department.
• Complete patient scheduling, insurance verification, and registration processes efficiently and accurately.
• Support the Patient Access Department role in the revenue cycle by scheduling according to physician orders and verifying insurance coverage.
• Ensure legal compliance, patient safety, and system financial integrity through various verification processes.
• Communicate the purpose of and secure patient signatures on required documents during registration.
• Contact patients and provider offices to obtain necessary demographic and insurance information.
• Perform insurance verification and authorization/pre-certification processes according to department guidelines.
• Demonstrate knowledge of payer types and insurance terminology to facilitate patient registration.
• Ensure compliance with the Emergency Medical Treatment and Labor Act (EMTALA) when required.
• Document issues related to scheduling, insurance verification, or registration in appointment/account notes.
• Interact with relevant departments to problem-solve and coordinate concerns related to patient identification and billing.
• Assist in patient conflict resolution to ensure timely access to care.
• Resolve hospital account errors and claim edits to support the facility's financial goals.
• Comply with all Patient Access Department and hospital safety policies and procedures.
• Participate in education programs and department meetings for professional growth.
• Provide backup to the Patient Access Assistant as needed.
• Guide and direct visitors, patients, employees, vendors, and physicians.
• Maintain the appearance of the waiting/lobby area and ensure equipment is functional.
• Utilize the 4 Cs in all interactions.

Requirements

• High School Diploma is required.
• One year of previous experience in healthcare field or customer service required.
• Bachelor's degree can be substituted for one year of experience.
• Experience in healthcare patient access, billing, or other healthcare revenue cycle field is preferred.
• Experience in healthcare admissions, registration, or billing preferred.
• Medical Terminology knowledge desired.
• Ability to communicate over the telephone.
• Excellent customer service skills.
• Ability to interpret complex documents related to insurance benefits.
• Ability to read and understand required components of physician's orders.
• Intermediate computer skills required; ability to operate a computer using Word, Excel, and email.