Patient Access Advocate, Full-time Varying shift

About the Company

Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, setting a new standard for innovation and accessibility in the ambulatory care space. Partnering with leading health systems nationwide, Intuitive Health builds and operates retail healthcare facilities that seamlessly integrate urgent care and emergency services under one roof. This innovative model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence. Ranked among the top 1% of global retailers in customer satisfaction, Intuitive Health serves more than 1 million patients annually.

In 2008, Intuitive Health opened its first full-service ER and urgent care under one roof location, Legacy ER & Urgent Care, pioneering the dual retail healthcare model. Only billing patients for the level of service provided—saving millions of dollars in unnecessary ER visits and improving emergency department utilization (EDU)—is a major component of its commitment to providing an outstanding customer experience. Combining a full-service emergency department with urgent care has forever changed the way patients access, receive, and pay for healthcare and is becoming the gold standard for value-based healthcare.

About the Role

The Patient Access / Front Office Associate is responsible for greeting patients and visitors, facilitating timely and accurate patient registration, answering phones, collecting payments, and performing general clerical duties. This role ensures a welcoming environment, excellent customer service, and accurate recordkeeping to support clinical staff and efficient patient flow.

Responsibilities

• Greet patients and visitors in a courteous, professional manner in person and over the phone.
• Register new patients and accurately update demographic, insurance, and billing information.
• Verify insurance eligibility and benefits and collect copays, deductibles, and payments in accordance with company guidelines.
• Facilitate patient flow by notifying clinical staff of arrivals, communicating delays, and keeping patients informed.
• Answer phones using proper etiquette; route calls and take messages as needed.
• Provide general information such as directions, office hours, and policies.
• Maintain patient confidentiality and comply with HIPAA regulations.
• Perform clerical tasks including copying, scanning, faxing, and filing.
• Maintain waiting areas, front desk, and reception spaces in a clean, organized, and presentable condition.
• Assist with supply management, including ordering and stocking as needed.
• Support patients and families with a friendly and reassuring approach, promoting positive patient experiences.
• Attend staff meetings and required training sessions; maintain ongoing knowledge of role responsibilities.
• Adhere to all company policies, safety regulations, and administrative procedures.
• Perform other duties within scope as assigned.

Competencies

• Customer service focus and strong communication skills.
• Professionalism, tact, and teamwork.
• Flexibility and ability to manage multiple tasks.
• Basic technical and computer literacy (Microsoft Office, office equipment, patient management systems).
• Organization and time management.

Qualifications

• Demonstrated customer service, communication, and interpersonal skills.
• Basic computer proficiency and the ability to learn new technology and systems.
• Ability to multitask, prioritize work, and thrive in a fast-paced healthcare environment.

Strongly Preferred Qualifications

• High school diploma or GED.
• One (1) year of customer service experience.
• Experience in a healthcare, hospital, emergency department, urgent care, physician practice, or medical office setting.
• Experience with patient registration, insurance verification, or electronic medical records (EMR/EHR).

Schedule

• Sunday: 3:00 PM – 11:00 PM
• Tuesday: 7:00 AM – 7:00 PM
• Wednesday: 3:00 PM – 11:00 PM
• Saturday: 3:00 PM – 11:00 PM

Travel

Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected. Incumbent will be required to work at any facility and be responsible for own transportation.

Physical Demands

• Regularly required to sit, stand, walk, talk, and listen.
• Use of hands for typing, filing, and handling office equipment.
• Occasionally lift or move objects up to 25 pounds.
• Ability to concentrate and handle multiple requests simultaneously.

Work Environment

• Healthcare setting with routine contact with patients who may have contagious illnesses.
• Moderate noise from phones, printers, and office activity.
• Standard office equipment used regularly.
• May require working evenings, weekends, or rotating shifts depending on facility needs.