Administrative Coordinator- Wellness Studio

Baton Rouge General Medical Center; Baton Rouge (LA); On-site; USD 28,000 - 42,000; Full time

Job summary

Baton Rouge General Medical Center is seeking a patient access specialist to deliver excellent customer service during the intake process. You will handle pre-registration, registration, and collections, ensuring accurate patient identification, compliant documentation, and timely account activation.

The role requires solid communication skills, basic medical terminology knowledge, and proficiency with Windows, Excel, Word and Outlook.

Qualifications

• Prior experience in Insurance or Patient Registration in a healthcare environment
• Prior experience in customer service
• Education: High School diploma or GED
• Intermediate computer skills with Windows, Excel, Word and Outlook
• Excellent telephone and communication skills
• Basic knowledge of medical terminology

Responsibilities

• Facilitates patient safety with accurate and timely patient identification
• Documents variations from normal process on appropriate form
• Follows policies to identify the patient
• Completes patient access process (pre-registration, registration, or collections)
• Conducts confidential interviews with patients or representatives
• Manages activation of accounts and dissemination of records
• Receipts monies and maintains cash drawer securely
• Delivers deposits to cashier within set timeframes
• Researches outstanding debts and discusses with patient as needed
• Performs all other duties as assigned

Skills

Customer service

Communication

Education

High School diploma or GED

Higher education preferred

Tools

Windows

Excel

Word

Outlook

Job description

Job Purpose & Mission

Provides excellent customer service during the patient access/intake process, executing patient access through the continuum of the revenue cycle that supports efficiency, cost reduction, and service improvement. Performs duties according to established hospital procedures for the age population served, as defined in the department's scope of service.

Job Purpose & Mission

Provides excellent customer service during the patient access/intake process, executing patient access through the continuum of the revenue cycle that supports efficiency, cost reduction, and service improvement. Performs duties according to established hospital procedures for the age population served, as defined in the department's scope of service.

Essential Job Functions Include, But Are Not Limited To:

• Facilitates patient safety with accurate and timely patient identification.
• Documents on appropriate form any variation from normal process.
• Follows all policies and procedures to accurately identify the patient.
• Timely, accurately and consistently completes the patient access process which may include pre-registration, registration or collections based on the patient's identified needs at the time service is rendered.
• Conducts a confidential and professional interview with patients or the patient's representative and completes pre-registration, registration or discharge collections accurately.
• Patient access functions are completed timely, promoting patient safety and minimizing patient delays.
• Promptly performs initial quick registrations on targeted patients and completes the access process as soon as possible.
• Maintains compliance in completing all documents required by specific payers for each patient registration.
• Communicates with Insurance Representatives when necessary to effectively promote continuity in pre-certification/insurance verification process.
• Interrupts insurance verification data as needed and takes appropriate action related to insurance responses.
• Maintains an overall error rate at or below 5%.
• Documents on appropriate form any variation from normal process.
• Computes, requests, collects and receipts monies.
• Requests and collects co-payments, deposits and payments due and documents according to financial policies.
• Accurately accepts and receipts all payments received for accounts as evidenced by correct receipt records.
• Accurately maintains and secures the cash drawer and monies collected at all times, as outlined in the financial policy.
• Delivers deposits to cashier with established timeframes.
• Researches related accounts' outstanding debts and discusses with patient as needed.
• Documents on appropriate form any variation from normal process.
• Performs activation of account according to standard procedures and disseminates chart appropriately.
• Completes activation function of all registered or discharged patients facilitating timely patient account functions.
• Disseminates all records and distributes them to appropriate departments according to standard procedures.
• Documents on appropriate form any variation from normal process.
• Performs all other duties as assigned.

PERFORMANCE CRITERIA & STANDARDS

Everyday Excellence Values - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.

• Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community.
• Takes initiative in living our Everyday Excellence values and vital signs.
• Takes initiative in identifying customer needs before the customer asks.
• Participates in teamwork willingly and with enthusiasm.
• Demonstrates respect for the dignity and privacy needs of customers through personal action and attention to the environment of care.
• Keeps customers informed, answers customer questions and anticipates information needs of customers.

Corporate Compliance

Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines and the GHS Corporate Compliance Guidelines.

• Practices diligence in fulfilling the regulatory and legal requirements of the position and department.
• Maintains accurate and reliable patient/organizational records.
• Maintains professional relationships with appropriate officials; communicates honestly and completely; behaves in a fair and nondiscriminatory manner in all professional contacts.

Personal Achievement

Employee demonstrates initiative in achieving work goals and meeting personal objectives.

• Uses accepted procedures and practices to complete assignments. Uses creative and proactive solutions to achieve objectives even when workload and demands are high.
• Adheres to high moral principles of honesty, loyalty, sincerity, and fairness.
• Upholds the ethical standards of the organization.

Performance Improvement

Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance.

• Optimizes talents, skills, and abilities in achieving excellence in meeting and exceeding customer expectations.
• Initiates or redesigns to continuously improve work processes.
• Contributes ideas and suggestions to improve approaches to work processes.
• Willingly participates in organization and/or department quality initiatives.

Cost Management

Employee demonstrates effective cost management practices.

• Effectively manages time and resources.
• Makes conscious effort to effectively utilize the resources of the organization - material, human, and financial.
• Consistently looks for and uses resource saving processes.

Patient & Employee Safety

Employee actively participates in and demonstrates effective patient and employee safety practices.

• Employee effectively communicates, demonstrates, coordinates and emphasizes patient and employee safety.
• Employee proactively reports errors, potential errors, injuries or potential injuries.
• Employee demonstrates departmental specific patient and employee safety standards at all times.
• Employee demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedures and plans.

Requirements

Experience

JOB REQUIREMENTS

Required

• Prior experience in Insurance or Patient Registration in a healthcare environment (One year of higher education or certification in coding may be substituted for experience, as approved by department management)
• Prior experience in customer service (One year of higher education or certification in coding may be substituted for experience, as approved by department management)

Education

Required: High School diploma or GED

Preferred: Higher education

Certifications & Licensure

Required: None

Special Skills or Knowledge

Required:

• Must possess intermediate computer skills with experience in Windows, Excel, Word and Outlook.
• Must be able to enter data using a computer with multiple applications.
• Excellent telephone and communication skills.
• Must possess basic knowledge of medical terminology.

HIPAA & Safety Requirements

HIPAA - Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position including but not limited to: Medical records without limitation both paper and electronic, patient demographics, lab and radiology results, patient information related to surgery or appointment schedules, medical records related to quality data, patient financial information, patient billing 3rd party, patient related complaints, information related to patient location, religious beliefs and/or public health records.

SAFETY - Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to: Incident reporting, handling of wastes, sharps and linen, PPE, exposure control plans, hand washing, environment of care, patient identification, administers/collects medications/blood order, transports/monitors or observes patients with infusion pumps, and monitors clinical alarms.