Patient Liaison

Position Summary

The Patient Access Representative (PAR) position is a multi-tiered role responsible for facilitating the patient experience at Ocean Health Initiatives. This role encompasses a range of patient-facing and administrative duties, from initial registration and greeting patients to financial screening, scheduling, and supporting the broader clinical operations. Depending on the tier, responsibilities may include verifying patient information, determining financial eligibility, collecting documentation for billing, assisting with insurance and public assistance programs, and providing general administrative support to clinical teams. PAR is an integral part of ensuring efficient patient flow, high-quality customer service, and adherence to regulatory and organizational standards.

The tiered structure allows for growth and development within the role, with each level progressively increasing in responsibility. Employees will be trained to handle complex financial and administrative tasks, work closely with patients to address their needs, and support clinical operations under the guidance of practice leadership.

General Responsibilities

Professionalism & Patient Interaction: Maintain a respectful, caring, and professional attitude at all times when engaging with patients, staff, and visitors. Introduce yourself to patients, provide clear communication, and respond promptly to patient requests and concerns, ensuring a positive experience throughout their visit. Promote patient satisfaction and contribute to a supportive, collaborative environment.

Patient Flow & Registration: Efficiently manage the patient flow process, ensuring smooth transitions from registration to discharge. Complete all necessary patient information accurately in EMR, including personal details, emergency contacts, insurance data, and UDS reporting measures. Collect and process co-pays and outstanding balances, ensure accurate payment documentation, and assist patients in resolving financial matters, including payment plans or sliding fee scales as needed.

Payment & Cash Handling: Reconcile daily cash and credit card collections with Athenahealth reports, prepare daily deposits, and adhere to cashbox reconciliation protocols. Ensure that all transactions are documented accurately and securely and maintain proper financial records in accordance with company policies.

Compliance & Reporting: Adhere to all OHI policies, corporate compliance standards, and industry regulations. Complete mandatory in-services, participate in required meetings, and ensure adherence to confidentiality and infection control practices. Report incidents, unusual occurrences, and any concerns related to patient care or staff performance to the appropriate management staff in a timely manner.

Performance & Accountability: Ensure that individual performance meets the established goals and key performance indicators (KPIs) for the role. Maintain a passing scorecard score of 80% or higher and work toward achieving departmental and organizational goals. Regularly monitor performance and adjust as needed to meet team goals.

Team Collaboration & Support: Support the Patient Access Representative (PAR) team and other departments by providing assistance with daily responsibilities as needed, particularly during high-volume periods. Contribute to the achievement of team goals and performance metrics. Maintain an organized and efficient work environment to ensure smooth patient care and operational efficiency.

Other Duties as Assigned: As a flexible member of the team, take on additional responsibilities as needed to ensure the efficient operation of the facility and a positive patient experience.

Patient Liaison Specific Duties

• Pre-register and greet patients, ensuring all appointment details are reviewed, necessary information is collected, and appointments are confirmed.
• Manage rescheduling or cancellations as needed to maximize patient flow and minimize wait times.
• Verify and update insurance information, including insurance coverage, PCP details, and completing any necessary forms (e.g., PCP change forms).
• Refer patients to the Financial Screener when insurance is inactive or issues arise, ensuring proper follow-up for financial assistance and resolution.
• Obtain required consents from patients, including Family Planning, medical treatment, HIPAA acknowledgment, medication history, NJIIS consent, and financial responsibility, ensuring all forms are completed accurately.
• Capture and update patient demographics using Phreesia and ensure all data, including NJIIS entries, is accurately recorded.
• Assist walk-in patients by adhering to walk-in protocols, collecting and processing inbound transition documents, and ensuring a positive outcome.
• Assist with various administrative duties, including managing medical record requests, collecting and organizing patient forms, and providing patients with letters or other required documentation. Ensure all patient-related paperwork is completed accurately, processed in a timely manner, and added to the appropriate patient records.

Education/Experience/Licensure

• High School diploma or equivalent is required.
• Must be employed as a PAR for one year to be eligible for Access Lead.
• Graduate from an accredited medical assistant/medical technologist program.
• Current National Certification as Medical Assistant is required.
• One to three years of experience in an applicable healthcare setting is preferred.
• Basic Life Support for providers through the American Heart Association is required.
• One to two years experience using an EMR system is preferred.
• Professional verbal and written communication skills is required.
• Proficiency in Microsoft Office 365 is required.

Benefits

• Medical, Dental, Vision and Life Insurance
• Flexible Spending Accounts with Medical and Dependent Care
• Voluntary Life Insurance
• 401(k) Salary Deferral and Match
• Paid Time Off
• Paid Holidays
• Employee Assistance Program
• Employee Discounts
• Employee Referral Program