Patient Access Liaison

Position: Patient Access Liaison 1
Description

Position at Norwalk Hospital Association

Summary:

Facilitates patient flow through the system from scheduling through registration check in so that patients have a "one touch" registration/scheduling experience. Responsible for obtaining demographic and financial information to ensure accurate patient identification and identify and secure appropriate payment sources. Performs registration functions, insurance eligibility verification, patient liability collection, scheduling and admitting duties. Provides estimates for services when appropriate. Receives and processes patient financial liability payments.

Working hours may include weekends, evenings, overnights and holidays

Responsibilities:

1. Responsible for greeting patients and / or physicians, staff, co-workers and guests promptly and in a professional manner. Checks patients into the system and provides direction based on appointment location, financial clearance and counseling status. Acknowledges and assists patients with special needs and respects confidentiality.
2. Responds to telephone calls according to established customer service standards. Provides requested information to callers. When assigned to scheduling, contributes to reduction of abandoned call rate, length of calls, and average speed answered through use of best practices and workflow improvements.
3. Performs accurate search / selection of patient within the hospital system using the Patient Identification procedure to maintain the integrity of the Electronic Master Patient Indes (EMPI) and to ensure the accuracy of patient identification.
4. Accurately establishes and schedules appointments for services from patients directly or physician's offices following the designated protocols of the scheduling systems and clinical EMRs. May initiate contact to patients to obtain additional information or confirm scheduled appointments.
5. Performs registration functions in the system and enters accurate and complete demographic and financial information to aid in securing payment for services rendered.
6. Performs insurance eligibility verification and executes payor requirements as needed. Includes initiating eligibility transactions via the internet, contacting the payor to obtain billing information and authorization and scripts for service when appropriate.
7. Provides estimates for services when appropriate, communicates and actively solicits patient liability.
8. Enters testing orders in the appropriate system when necessary. Requires an understanding of coding, procedural protocols, and the charge description master.
9. Employee responsible to obtain signatures for all required organization, state and federal consents and / or notifications. 10. Responsible for remaining compliant, current, and knowledgeable with Department Policies and Procedures. 11. Fulfills all compliance responsibilities related to the position including HIPAA, EMTALA and Patient Bill of Rights. 12. Performs other duties as assigned.

Other Information:

Education:

Essential: HS Diploma with minimum of 2 years job related experience. Associate degree with 6 months job-related experience - Preferred. Other Information:
Minimum

Experience of 1 year preferred in a job-related experience. Basic MS Word & MS Excel. Customer Service and organizational skills. Criteria Desired:
National Association of Healthcare Access Management (NAHAM) certification within one year of hire.

Working Conditions:

Manual: significant manual skills/motor coord & finger dexterity

Occupational:
Little or no potential for occupational risk

Physical Effort:
Sedentary/light effort. May exert up to 10 lbs. force

Physical Environment:
Some exposure to dirt, odors, noise, human waste, etc.

Company:
Norwalk Hospital Association

Org Unit: 634

Department:
Contact Center

Exempt:
No

Salary Range: $19 -$21 Hourly