LEAD PATIENT SERVICE-ACCESS REPRESENTATIVE- FAMILY MEDICINE

JOB RESPONSIBILLITIES:

Consistently greets and treats patients in a professional manner as evidenced by demonstrating concern for patients in a helpful and positive way. Uses AIDET with every patient every time and encourages co-workers to do the same.

Oversees the patient registration process by accurately identifying the patient, verifying accurate 

financial information including proper payers. Ensures accuracy of all registrations performed in the Orthopedic Surgery & Sports Medicine Office (Office). Ensures all necessary paperwork was obtained and co-payment collected. Ensures that daily POS collection sheet is completed properly and that all monies, including cash, money orders, and charge card receipts are present in the deposit lockbox before being picked up by the Courier. 

Oversees the insurance eligibility process by working the queues in Experian and verifying that the registrars completed their queues by the end of the day and all Experian eligibilities have no errors which would result in denial of claims. Also oversees other Experian queues and assists with training staff on Patient Self-Registration, Patient Self-Scheduling, and Price Transparency. 

Obtains prior authorizations and retro-authorizations for surgical procedures and medical imaging studies. Also communicates directly with insurance companies when an additional CPT code needs to be added to an existing prior authorization and obtains that within 72 hours of the performed procedure. 

Provides patients with information regarding JMH’s financial assistance policy and explains the process to complete the application. Coordinates appointments with Claim Aide and Patient Accounts for non-insured and under-insured patients. 

Balances and maintains petty cash and ensures petty cash logs are completed daily. Manages Service Recovery folder and coordinates with team members to make decisions regarding when Service Recovery gift cards should be provided. Coordinates with the hospital to replenish gift cards.

Provides training to all new non-clinical staff of the Office and provides ongoing education with regards to insurance, registration, and scheduling updates. Modifies scheduling templates to coordinate with provider’s/physicians’ other schedules. Works with Cerner for any scheduling template changes. 

Oversees and ensures that all incoming and outgoing referrals are completed and patients are scheduled in a timely and efficient manner. 

Coordinates all workers’ compensation (WC) patients and ensures that all necessary paperwork is completed. Coordinates care with the employer and WC insurance company. 

Oversees patient dismissals from the practice and follows the JMHPN policy regarding termination of a patient. Sends certified dismissal letter and places notification in the patient’s medical record in the EMR system. 

Completes monthly huddle board information and ensures all staff have read and initialed it.

Completes monthly front desk staff schedules. 

 Assists the Surgery Scheduler in obtaining prior authorizations for surgical procedures.

Performs additional related duties as assigned. 

Clearly communicates and continuously supports the Mission and Values of Johnson Memorial Health (JMH).

Conducts all activities in compliance with applicable laws, regulations, standards, and JMH policies and procedures including Blood and Body Substance Precautions.

EDUCATION, EXPERIENCE AND TRAINING: Must have High School diploma or equivalent. At least one year of physician office, patient cashier, or insurance experience required. Previous medical coding and scheduling experience preferred. Previous experience in surgical physician office preferred.

Johnson Memorial Health is a nationally-recognized network of physicians, services and healthcare resources based in Johnson County, Indiana. The centerpiece is Johnson Memorial Hospital, located in Franklin Indiana, just 20 minutes south of Indianapolis.

All qualified applicants will receive consideration for employment without regard to race, age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, disability, or other protected characteristic under applicable law.

SCHEDULE: