Patient Access Representative
4 weeks ago
The position is in the medical clinics and reports directly to the Manager - Patient Access for all matters, including job duties, performance evaluations, approval of leave, and for other assignments as deemed necessary for the benefit of the Baton Rouge Orthopaedic Clinic (BROC).
Supervisory Responsibilities: Secondary Manager for Patient Access Representatives
Duties/Responsibilities:
Performs a variety of medical office duties ranging from receptionist, checking patients in for appointments, appointment scheduling, handling medical records, and correspondence.
Greets patients or customers in a friendly and professional manner, including welcoming the patient, making eye contact, and smiling.
Checks-in patients for appointments.
Verifies Insurance eligibility and confirms if BROC is in or out of network with the insurance policy. Verifies potential eligibility system errors in Major Medical Insurance databases. Primary point of contact for peers to trouble shoot potential insurance issues and/or misunderstandings.
Completes the registration of the patient, explaining the paperwork to be completed to the patient if necessary.
Ensures that a clear copy of the patient's current insurance card(s) and demographic information is entered into the patient's medical record. Prints the superbill and gives it to the patient.
Enter electronic messages to other departments to assist with patient flow.
Collects and balances daily collections, explains past due balances or directs the patient to the payment counter to collect the appropriate co-pays or balances due. Aids peers to understand and explain balances and basic insurance processing questions to patients. Otherwise, directs the patient to the appropriate area of the clinic for the physicians/providers, nurses, and medical staff to care for the patient and document the medical record.
Maintains an organized Form processing filing system.
Answers phones, manages an efficient referral scheduling process, schedules new and follow up appointments while following physician protocols, if applicable.
Assists in new hire training and onboarding.
Communicates with staff and Manager - Patient Access to keep all parties informed of system challenges and/or conflicts and aids to resolve issues.
Monitors staff schedules to aid in providing sufficient coverage.
Primary point of contact for department, initial training to onboard new hires.
Assists Manager-Patient Access in establishing onboarding and training material.
Performs appropriate, timely, and accurate documentation in the medical record as is applicable to patient service duties.
Maintains HIPAA privacy and security and provides the BROC Notice of Privacy Practices to new patients or to any person who requests it.
Education and Experience:
Excellent patient/customer reception techniques.
High school diploma or equivalent.
Experience with EPIC preferred.
Supervisory experience preferred.
Excellent professional communication and customer service skills.
Master the current electronic practice management and electronic medical record. Point of contact for peers to utilize systems efficiently.
Understand and closely monitor workflow protocols, guidelines, and procedures.
Able to manage difficult situations with patients.
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