Patient Access Associate ( Per Diem) (2026-0632)

About the role

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

Responsibilities

• Scheduling services for hospital and clinic services
• Confirming referrals received for services are complete and accurate
• Using EPIC to gather necessary scheduling information such as patient acuity using snap board to view scheduling regimens, referral and patient WQ’s or ancillary orders to ensure timely throughput
• Proficient in complex scheduling requiring coordination of multiple resources external to EPIC; ensuring pre-requisites are completed (such as labs, films and medical history), appropriate clinical resources are available
• Coordinating requests for additional information from referring offices as required for complete and accurate scheduling and reimbursement
• Confirming services provided at Valley will be covered by patient’s insurance and if out of network, informing patient benefit limitations
• Patient appointment check-in process including confirming that patient is financially cleared to be seen for appointment, patient information is up to date, directing patient to appointment, and answering any questions patient may have while waiting to be seen by provider
• Generating patient estimates and following Point of Service (POS) Collections Guidelines to determine patient liability on or before time of service
• Accepting payment on accounts with Patient Financial Responsibility (PFR) as well as any outstanding balances, documenting information in HIS and providing a receipt for the amount paid
• Prior to services, confirming the account meets financial clearance criteria; if unable to financially clear the account, referring to FA or management for assistance
• Completing the MyChart Scheduling process for appointment requests and direct scheduled appointments
• Utilizing patient and referral WQ’s to ensure accounts are actively worked and documentation is complete
• Scheduling per department protocols
• Organizing and prioritizing work as outlined in department standard workflows
• Meeting defined targets for productivity and key performance indicators including POS collections and pre-registration
• Receiving, distributing, and responding to mail for work area, including checking referral WQ’s, Aspect, Epic In-Basket and faxes according to department standards
• Delivering excellent customer service throughout each interaction
• Providing first call resolution, whenever possible
• Acknowledging if patient is upset and de-escalating using key words and providing options for resolution
• Identifying and assessing patients’ needs to determine the best action for each patient through active listening and asking questions
• Adhering to Valley Medical Center’s Patient Identification guidelines utilizing Patients Are First principals to select the appropriate patient record or create a new electronic record
• Applying VMC registration standards to ensure patient records are accurate and up to date
• Ensuring accurate and complete insurance registration through the scheduling process, including verifying insurance eligibility or updates that may be needed
• Reviewing patient and referral work queues for incomplete work and resolving errors prior to patient arrival
• Scanning copies of appropriate documentation including photo ID, insurance cards, patient referral or authorization information
• Monitoring office supplies and equipment, keeping person responsible for ordering updated

Requirements

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

Qualifications

• Ability to function effectively and interact positively with patients, peers and providers at all times
• Ability to access, analyze, apply and adhere to departmental protocols, policies and guidelines
• Ability to provide verbal and written instructions
• Demonstrates understanding and adherence to compliance standards
• Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff
• Ability to communicate effectively in verbal and written form
• Ability to actively listen to callers, analyze their needs and determine the appropriate action based on the customer’s needs
• Ability to maintain a calm and professional demeanor during every interaction
• Ability to interact tactfully and show empathy
• Ability to communicate and work effectively with the physical and emotional development of all age groups
• Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line
• Ability to document per procedural template requirements, gather pertinent information and enter data into computer while talking with callers
• Ability to utilize third party payer/insurance portals to identify insurance coverage and eligibility; detailed knowledge of insurance providers, their portals and their expectations for authorization approval for referral services/appointments
• Ability to function effectively in an environment where it is necessary to perform several tasks simultaneously, and where interruptions are frequent
• Ability to organize and prioritize work
• Ability to multitask while successfully utilizing varying computer tools and software packages, including:
  • Utilizing multiple monitors in facilitation of workflow management
  • Scanning and electronic faxing capabilities
  • Electronic Medical Records
  • Telephone software systems
  • Microsoft Office Programs
• Ability to successfully navigate and utilize the Microsoft Office suite programs
• Ability to work in a fast-paced environment while handling a high volume of inbound calls
• Ability to meet or exceed department performance standards for Registration Quality, Productivity and Collections
• Ability to speak, spell and utilize appropriate grammar and sentence structure

Physical/Mental Demands, Environment and Working Conditions

• Must be able to stand or sit for extended periods
• Must be able to withstand the repetitive motion of keyboarding for extended periods of time
• Must be able to lift supplies and/or other documents up to 10 lbs
• Must be able to push patients in wheelchairs from the admitting department to the patient care area

Pay

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