Our Patient Access Specialist II is responsible for facilitating access to services at Lincoln Memorial Hospital and/or other service areas. A comprehensive understanding of the tasks performed across various Patient Access Service areas is essential to ensure optimal customer satisfaction both internally and externally. This role plays a crucial part in ensuring accurate reimbursement by ensuring patient information is captured correctly.

Primary Responsibilities:

• Oversee pre-registration and registration of patients, ensuring accurate collection of patient demographics and third-party information.
• Ensure the accuracy of all patient visit information, and may assist with financial collections when necessary.
• Act as the main point of contact for hospital switchboard operations and dispatch for all emergency situations.
• Serve as a liaison between ancillary departments and various Patient Access Service areas to ensure smooth communication and efficient service delivery.

Key Skills & Qualifications:

• Strong knowledge of Patient Access Service tasks.
• High attention to detail and accuracy in data entry.
• Ability to work in a fast-paced, dynamic environment with emergent situations.
• Excellent communication and customer service skills.

Education:

• High School Diploma or GED equivalent preferred.

Experience:

• 2 years of customer service experience preferred.
• Experience in medical terminology, medical office settings, registration, or billing strongly preferred.

Other Knowledge/Skills/Abilities:

• Outstanding interpersonal and customer relation skills required, with the ability to work effectively with both internal and external customers.
• Excellent computer skills, critical thinking, and multitasking abilities are essential.
• Must be flexible, highly organized, and capable of functioning well in stressful situations.
• Strong attention to detail, critical thinking, and problem-solving skills required.
• Excellent oral and written communication skills, with the ability to maintain a calm and professional demeanor even in high-stress situations.
• Demonstrated ability to remain adaptable and consistently exercise sound judgment and initiative in challenging situations.
• Ability to manage competing priorities effectively and work independently in a rapidly changing environment.
• Familiarity with state and federal regulations, insurance requirements/guidelines, and hospital, department, and Joint Commission policies and procedures must be obtained within 1 year of hire and maintained throughout employment.

• Complete all steps of pre-registration/registration, including patient interviews, collecting insurance information, obtaining picture identification and signatures for consents, and providing Advance Directive information while distributing required patient information.
• Coordinate accurate patient data collection to verify insurance eligibility and determine financial obligations, including the collection of copayments.
• Act as the communication hub for the hospital, demonstrating the ability to function effectively in high-stress situations. Monitor alarms and weather information, call and process all codes, and provide ongoing communication support during all code and disaster situations in accordance with policies and procedures.
• Dispatch calls to on-call staff, including Administrator on Call, nurse managers, house supervisors, surgery staff, respiratory therapy, and Plant Operations, and maintain accurate records of current on-call personnel.
• Answer and process all incoming calls to the main hospital switchboard, emergency line (56700), Stat Code, and Rapid Response calls in a timely and accurate manner.
• Demonstrate flexibility by working alternative shifts and covering call-ins as needed, including night and weekend shifts.
• Ensure compliance with HIPAA, Joint Commission, CDC, LMH, and state and federal regulations by providing necessary literature to patients at all Patient Access Service (PAS) access points.
• Coordinate security efforts for LMH by monitoring security cameras and collaborating with Plant Operations and/or police as necessary, according to policies and procedures.
• Check-in and log visitors entering the building after normal business hours.
• Manage patient flow in various hospital areas, including the ED, Diagnostic Center, Acute Care Unit, Obstetrics, and Special Procedures Area. Enter patient information into department whiteboards for tracking purposes and monitor patient volume throughout the day.
• Adjust Patient Access staff as needed to coordinate timely patient flow and services. Collaborate with staff and leaders in other departments to ensure smooth patient movement and service delivery.
• Coordinate admissions and patient placement in collaboration with the Case Management Team, Nursing Leadership, and Environmental Services, ensuring an interdisciplinary approach to patient care.
• Conduct daily audits of patient accounts for quality assurance and make necessary corrections as needed. Distribute corrections to relevant parties.
• Verify insurance eligibility and manage referrals and authorizations for both elective and emergent patients, checking eligibility for Medicare, Medicaid, and private insurance.
• Demonstrate organizational skills by performing daily tasks, including reporting and closing duties. Verify census information and patient data at the end of each day to ensure accurate patient accounts.
• Monitor patient safety by recording and securing patient valuables when necessary.
• Maintain petty cash and service recovery funds and perform daily closing duties associated with the cash drawer.
• Orient and cross-train others within the assigned area of responsibility, as directed by management. Assist in other areas within the unit or department as needed, especially during times of special needs or staff absences.
• Greet visitors and patients, answer questions (via phone or in person), and provide directional information as requested, contributing to positive customer relations. Work proactively to address any issues to maintain a positive experience for patients and visitors.