Bilingual Patient Access Representative - Part Time

About the Role

As a Patient Access Representative I, you will be responsible for ensuring a positive and seamless experience for patients and visitors at the front desk of PHC medical or dental clinics. This role is a great way to gain hands-on experience useful for advancing in healthcare roles. The position typically works at PHC at Mercy Family Practice Residency Clinic in Des Moines, scheduled for 24 hours per week: Monday 8 AM - 5 PM, Tuesday - Friday 1 PM - 5 PM. Team members may occasionally cover other shifts or work at PHC clinics in Ames, Des Moines, and Marshalltown. Mileage reimbursement and/or an out-of-town travel bonus may apply. Both Spanish and English language skills are required.

Responsibilities

• Greet visitors, offering prompt and friendly service to those entering the building, calling on the phone, or through electronic messages.
• Manage the waiting area, ensuring it is clean and tidy, maintaining a visitor log, and providing/collecting visitor badges.
• Accurately document messages and communicate them to the appropriate individual.
• Schedule patient appointments for medical and/or dental clinics, identifying and correcting inaccuracies.
• Complete accurate registration per clinic workflows, paying attention to patient details like phone number, address, household income, homeless status, and guarantor.
• Load insurance into the patient’s registration, ensuring accuracy, and utilize Real Time Eligibility (RTE) to confirm active insurance.
• Perform insurance verification prior to appointments, help patients apply for the sliding fee program, and refer them to Patient Service Specialists for Medicaid, Marketplace, and other platforms.
• Collect and process patient payments, manage assigned cash box, and scan/index patient documentation into electronic health records.
• Monitor patient schedules to ensure optimization, contact patients due for recalls, and keep patients informed about appointment delays.
• Offer resources to assist patients in overcoming barriers to making or keeping appointments.
• Collaborate with the Patient Care Team, participate in quality improvement initiatives, and contribute ideas to enhance the patient experience.

Qualifications

Required

• Minimum 1 year in healthcare, human services, or social services; or 2 years in customer service.
• Bilingual Spanish/English verbal communication skills.
• Excellent customer service skills and commitment to service excellence.
• Effective verbal and written communication skills.
• Good problem-solving and critical thinking abilities.
• Initiative, dependability, and team-oriented mindset.
• Basic math skills and proficiency with Microsoft Office, keyboard entry, and internet-based applications.
• Detail-oriented with strong prioritization and interpersonal skills.
• Professionalism, empathy, and ability to remain calm in all situations.

Preferred

• Associate degree in a related field.
• Work experience in a community health center, medical/dental clinic, or similar role.
• Experience with patient registration systems, electronic health records, and multi-line telephone systems.
• Knowledge of clinical terminology and health insurance.

Pay

The typical hiring range for this position is $15.50 - $19.40 per hour. Candidates with extensive related experience may be considered for additional compensation up to the pay range maximum.

Benefits

• Generous PTO accrual and eight paid holidays.
• Tuition reimbursement program and 401k with company match.
• Medical, dental, vision, life, and disability insurance.
• Flexible spending and health savings accounts.
• Supplemental accident and critical illness insurance.
• Discounted pet insurance and PHC Pride rewards program.

Career Growth

PHC offers development opportunities such as Emerging Leaders, Dental Assistant Trainee Program, and Medical Assistant Trainee Program. Over 30% of open positions in the last year were filled through promotions or transfers.