Position Title: Health Clinic: Patient Access Representative

Department: 86001|Health Clinic

Responsibilities:

Job Description: Patient Access Representative
The University of Louisiana at Lafayette offers an exceptional education informed by diverse worldviews grounded in tradition, heritage, and culture. We develop leaders and innovators who advance knowledge, cultivate aesthetic sensibility, and improve the human condition. In support of the University mission, Student Health Services (SHS) strives to provide quality, accessible, cost sensitive medical care and active health promotion to the students within the campus community.

Job Overview:
Under the supervision of the Patient Access Supervisor, the Patient Access Representative is responsible for all operations associated with patient scheduling, patient registration (check-in ) patient discharge (check-out) and medical records (release/receiving). This position also directly supervises and mentors University students that are employed at Student Health Services part time. As an integral part of the Student Health Services team, the Patient Access Representative is a customer service orientated position. The Patient Access Representative is expected to deliver outstanding customer service to all patients and visitors as well as providing efficient daily operations. This is not an entry level position. The ideal candidate must have demonstrated leadership ability and experience working in a fast-paced medical environment.

Responsibilities:
60 % Patient Registration (Check-In)/Patient Discharge (Check-Out) (Crossed trained in both areas)
Directs and assists patients/visitors, coworkers as needed with warmth and professionalism.
Focuses on customer service. Listens to and understands the needs of customers, effectively provides service and/or resolves problems. Meets the expectations of internal and external customers, while working to create a positive experience for all.
Assists patient with smooth and accurate appointment check-in and paperwork (new-patient intake forms, insurance updates).
Maintains clinicians’ schedules. Performs professional, efficient and accurate booking of patient exams using the computer system. Makes adjustments to the providers’ schedule as necessary. Updates appointment reasons and times.
Conveys warmth, accuracy and professionalism over the phone. Receives and returns phone calls/records and relays messages with accuracy, warmth and a positive friendly attitude. Calls patients with appointment reminders and sends messages through the patient portal.
Protects patients’ confidentially by making sure PHI is secured, adhering to HIPAA requirements. Obtains HIPAA release and other documents as indicated.
Registers new patients and updates existing patient demographics by collecting detail patient information including demographics and insurance/financial information. Updates insurance information properly in the EHR.
Confirms student’s status/hours and records status/hours in the patient’s health record.
Facilitates patient flow by notifying the provider of the patients’ arrival, being aware of delays and communicating with patients and clinical staff.
Communicates all system issues and incidents to supervisor.
Maintains all patients’ information in chart order. Checks and files charts at the end of the day.
Processes medial record requests. Logs incoming record requests and outgoing record requests. Keeps a tally of payments made for end of the month totals. Maintains proper procedure for release of medical information by mail, fax or individual.
Documents “no show”, “cancelled” and “rescheduled” appointments in the patients’ health record.
“Pulls” charts for next day appointments.
Maintains and reports a count of patients seen daily and monthly.
Keeps the reception area clean and organized.
“Checks patients out” at the end of their appointment and reschedules patients according to clinician orders.
Collects payments in the form of cash, check or credit card for clinic services and records payments following department policy and procedures.
Prepares daily deposit paperwork of money collected at Student Health according to departmental policy and then brings the deposit paperwork and money to the University cashier for processing.
Maintains department cash box used to make change for cash transactions following University policies and procedures for the amount of cash to be kept on hand.
Schedules Medication Management appointments by working closely with the clinician in charge of these appointments types, following the guidelines set by the clinician.

15% Coordinating Electronic Health Records for SHS
Trains student workers and front office staff in the many facets and capabilities of EHR.
Maintains the policy and procedure manual specific to patient registration/discharge and EHR. Creates new policies and procedures as needed.
Evaluates the patient registration/discharge procedures on an ongoing basis, makes suggestions for improvement as needed.
Oversees the processes for scanning of documents, insurance information, identification etc. into EHR charts.
Maintains patient portal. Develops portal templates, appointment details, messages and announcements on an on-going basis. Encourages registration and teaches patients how to register.

15% Supervising Student Workers
Trains student workers on policy and procedures including HIPAA/confidentiality dress code, proper phone etiquette, equipment operations, electronic medical records, chart order, filing system and other daily duties.
Maintains student worker records. Tallies students’ time, submits to payroll office and distributes checks to the student workers as applicable. Assigns student employee/worker log ins in EHR/Banner and deletes student workers when they are no longer employed.
Interviews potential candidates. Creates and maintains student worker schedule. Evaluates student workers and provides feedback on performance. Problem solves issues as they arise.
Creates and updates student worker policy and procedure book in conjunction with Patient Access Representative Supervisor. Maintains communication system updating student employee/worker on any changes in daily procedures or SHS policy.

10% General Office
Provides Clerical Support to the office as needed: Types letters and other office correspondence, creates/updates forms etc.
Keeps office supplies adequately stocked by anticipating inventory needs. Coordinates with the Patient Access Representative Supervisor to order supplies, forms etc.
Reports equipment malfunctions promptly and coordinates with Patient Access Representative Supervisor to correct.
Represents Student Health Services by participating in one out of the office/campus activity per semester.
Additional duties as indicated by Supervisor.

Other Duties
Serves as part of the University’s Essential Personnel Team.

Qualifications:

Required Education:
Bachelor’s degree or 4 years relevant experience in a medical office or hospital setting.
Experience:
3-5 years’ experience in the medical office/hospital field required.
1 year experience with EMR (Electronic Medical Record) systems.

Knowledge, Skills and Abilities:
Ability to multi-task and remain calm under stress in a fast paced environment.
Detail oriented with the ability to adapt to changes as they arise.
Dependable with strong work ethic.
Possess problem solving skills, addressing and resolving problems as they arise and keeping supervisor informed.
Customer service oriented, compassionate, caring and empathic.
Excellent interpersonal and organizational skills with the ability to connect well with others.
Possess leadership attributes including professional demeanor and positive attitude, setting the example of professionalism for student workers.
Self-starter with the ability to work individually as well as part of a team.
Ability to communicate clearly and concisely both verbally and in writing.
Strong knowledge about electronic medical record systems and demonstrated ability to navigate in the software.

Job Ad# (req877)