Patient Access Associate (Flex)

About the role

The Patient Access Associate (PAA) serves as the first point of contact for patients and visitors, creating a respectful, compassionate, and welcoming environment. This role supports front-of-house operations, including patient registration, basic scheduling, foundational revenue cycle activities, and helping to control building access for visitors and deliveries.

Responsibilities

• Greet and direct patients, visitors, and vendors in a professional, friendly, and respectful manner.
• Serve as the primary point of contact for general inquiries and wayfinding.
• Answer incoming phone calls, route messages, and provide answers to basic questions.
• Schedule patient appointments.
• Facilitate accurate and complete registration at every visit.
• Record and update demographic and insurance information.
• Obtain and document required consent forms.
• Educate patients on Spectra Plan eligibility and collect necessary information.
• Resolve basic registration issues and escalate complex concerns appropriately and promptly.
• Verify current insurance and co-pay information with patients and/or other systems.
• Collect copayments, nominal fees, and balances due as applicable.
• Assist with distribution of courier mail, packages, faxes, and internal communications.
• Work with interpreters as needed for patient appointments.
• Manage assigned work queues.
• Prepare and mail billing and collection notices as directed.
• Provide general revenue cycle assistance including directing patients to the correct contact, explaining the difference in pending vs. posted charges, communicating total outstanding balances, and assisting with setting up a payment plan or directing patients to financial counseling.
• Support staffing as needed in both Spectra Health primary clinic locations (Grand Forks and Larimore, North Dakota).
• Contribute to organizational improvement activities by maintaining satisfactory performance on departmental key performance indicators (KPIs).

Requirements

• High school diploma or equivalent
• Strong customer service and communication skills
• Ability to work in a multi-tasking environment with professionalism and accuracy
• Basic knowledge of Windows and Office applications
• Previous experience in customer service or healthcare setting
• Ability to maintain confidentiality and comply with HIPAA standards

Qualifications

• Preferred: Knowledge of medical terminology
• Preferred: Experience working with diverse populations
• Preferred: Past clerical experience in a health or dental care setting
• Preferred: Knowledge of EPIC electronic health record

Physical Requirements

• The PAA is required to sit for long periods of time; utilizing a computer for a majority of their job functions.
• This position also requires the ability to provide customer service in person and over the phone.
• Occasionally, the PAA may be asked to lift and/or move boxes or bins that weigh less than 20lbs.