Patient Access Associate (2026-0473)

Location: Renton, WA – Cardiology Clinic. Full-time, day shift.

About the role

The Patient Access Associate is responsible for scheduling services in hospital and clinic settings using inbound and outbound call handling and MyChart requests. Responsibilities include scheduling, pre-registration, insurance verification, registration, check-in, estimates, payment collections, check-out, and in-person scheduling within their respective departments.

Responsibilities

• Schedule services for hospital and clinic services.
• Confirm referrals received for services are complete and accurate.
• Use EPIC to gather necessary scheduling information, including patient acuity, referral and patient work queues, and ancillary orders to ensure timely throughput.
• Proficient in complex scheduling requiring coordination of multiple external resources (e.g., ensuring pre-requisites like labs, films, and medical history are completed; appropriate clinical resources are available).
• Coordinate requests for additional information from referring offices for accurate scheduling and reimbursement.
• Confirm insurance coverage for services and inform patients of benefit limitations if out of network.
• Manage patient appointment check-in, including financial clearance, updating patient information, and directing patients to appointments.
• Generate patient estimates and follow Point of Service (POS) Collections Guidelines to determine patient liability before or at the time of service.
• Accept payments on accounts with Patient Financial Responsibility (PFR) and outstanding balances; document in HIS and provide receipts.
• Ensure accounts meet financial clearance criteria; refer unresolved accounts to Financial Assistance (FA) or management.
• Complete MyChart scheduling for appointment requests and direct scheduled appointments.
• Utilize patient and referral work queues to ensure active account management and complete documentation.
• Schedule appointments according to department protocols.
• Organize and prioritize work as outlined in department standard workflows.
• Meet productivity and key performance indicator targets, including POS collections and pre-registration.
• Manage mail distribution and response for the work area, including referral work queues, Aspect, Epic In-Basket, and faxes.
• Deliver excellent customer service in every interaction, aiming for first-call resolution.
• De-escalate upset patients using key phrases and provide resolution options.
• Identify and assess patient needs through active listening and targeted questions.
• Adhere to Valley Medical Center’s Patient Identification guidelines and Patients Are First principles.
• Apply VMC registration standards to maintain accurate and up-to-date patient records.
• Verify and update insurance eligibility during the scheduling process.
• Review and resolve incomplete work in patient and referral work queues before patient arrival.
• Scan and upload documentation, including photo IDs, insurance cards, referrals, or authorization information.
• Monitor and report office supplies and equipment needs to the responsible party.
• Perform other duties as assigned.

Requirements

• High School Graduate or equivalent (G.E.D.).
• Minimum one-year front office experience in a physician office or hospital access department, including scheduling, registering, and using multi-line phone systems.
• Experience with Electronic Medical Record (EMR) systems and working with multiple software programs simultaneously.
• Basic keyboarding skills (35 wpm).
• Computer experience in a Windows-based environment.
• Excellent communication skills (verbal, written, and listening).
• Strong customer service skills.
• Knowledge of medical terminology and abbreviations.

Qualifications

• Ability to function effectively and interact positively with patients, peers, and providers.
• Ability to access, analyze, apply, and adhere to departmental protocols, policies, and guidelines.
• Ability to provide clear verbal and written instructions.
• Demonstrates understanding and adherence to compliance standards.
• Excellent customer service skills in every interaction with patients, customers, and staff.
• Ability to communicate effectively in verbal and written form.
• Active listening skills to analyze callers' needs and determine appropriate actions.
• Ability to maintain a calm and professional demeanor during interactions.
• Ability to interact tactfully and show empathy.
• Ability to communicate and work effectively with all age groups.
• Analytical and problem-solving skills to address complex issues, including research and creative solutions while on the phone with patients.
• Ability to document per procedural templates, gather pertinent information, and enter data into the computer while speaking with callers.
• Ability to utilize third-party payer/insurance portals to verify insurance coverage and eligibility.
• Detailed knowledge of insurance providers, their portals, and authorization approval expectations for referrals/services.
• Ability to multitask in an environment with frequent interruptions.
• Strong organizational and prioritization skills.
• Proficiency in using multiple monitors, scanning, electronic faxing, Electronic Medical Records, telephone software systems, and Microsoft Office programs.
• Ability to work in a fast-paced environment with a high volume of inbound calls.
• Ability to meet or exceed department performance standards for Registration Quality, Productivity, and Collections.
• Strong spelling, grammar, and sentence structure skills.

Physical and Work Environment Demands

• Ability to stand or sit for extended periods.
• Ability to withstand repetitive keyboarding motions for extended periods.
• Ability to lift supplies or documents up to 10 lbs.
• Ability to push patients in wheelchairs from the admitting department to patient care areas.

Pay

Salary range: $22.17 – $37.05 per hour, depending on experience.