Patient Access Rep ED Mid Shift with Rotating weekends OMC-NO

About the Role

This position greets patients and guests in a courteous manner whether via telephone contact or in person. You will initiate scheduling appointments or completing the check-in process/admission for patients, obtain and verify accurate identification and demographic data for the patient’s permanent medical record, and assist in accurate reimbursement while maintaining the confidentiality of all patient information.

Responsibilities include point-of-service collections, face-to-face patient interactions related to completing the patient registration and admission process, and verification of insurance via electronic verification, telephone, or web application. The role focuses on improving patient satisfaction through professional representation and cross-training to support multiple functions across all patient and payer types.

Responsibilities

• Provide excellent customer service to all patients, guests, and family members.
• Create, activate, and complete the patient scheduling, clinic registration, or hospital admission process.
• Ensure all required forms are completed and other paperwork/documents are gathered and accurate.
• Efficiently and accurately gather and input patient/guarantor demographic and financial information.
• Explain insurance benefits and collect co-pays, deductibles, and self-pay portions due.
• Perform financial analysis of each case and inform the patient of financial responsibility.
• Balance cash drawer daily, prepare deposit slips, and follow the closing cash drawer process at the end of each shift.
• Demonstrate respect and cooperation in all staff relationships and resolve interpersonal conflicts.
• Adapt behavior to the specific patient population, including respect for privacy and tailored communication.
• Remain knowledgeable on current federal, state, and local laws, accreditation standards, or regulatory agency requirements.
• Other related duties as required.

Requirements

• High school diploma or equivalent (required).
• Associate’s Degree (preferred).
• Minimum of 1 year of experience in a hospital, clinic, medical office, business services/revenue cycle, or other customer service-related environment. Experience may include front-line registration, financial counseling, banking, retail, or similar roles involving direct customer or patient interaction.

Qualifications

• Certification in Healthcare Access Manager (CHAM), Certification in Healthcare Access Associate (CHAA), or Certification as a Medical Assistant (or other medical specialty-based certification) (preferred).
• Computer skills and dexterity required for data entry and retrieval of information.
• Effective verbal and written communication skills with the ability to present information clearly and professionally.
• Proficiency with Windows-style applications, various software packages specific to the role, and keyboard.
• Strong interpersonal skills.
• Clerical skills and technical knowledge of healthcare insurance benefits, various payor guidelines on referral and authorization processes, and current knowledge of Federal, State, and Local billing regulations.
• Ability to effectively present information and respond to questions from patients and customers.
• Skills to solve practical problems and handle high-stress situations while maintaining professionalism.
• Good organizational, time management, and conflict resolution skills.
• Excellent decision-making skills; strong analytical skills with a keen attention to detail.
• Ability to work collaboratively with other departments.
• Ability to exercise sound judgment in handling/escalating difficult situations.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods.
• Normal routine involves no exposure to blood, body fluid, or tissue, and incumbents are not called upon to perform or assist in emergency care or first aid.
• Works with patients who have known or suspected communicable diseases and may enter isolation rooms.
• Occupational risk for exposure to all communicable diseases and potentially hazardous medications or hazardous waste within the environment.