Patient Access Rep- OLGMC Emergency Department- Full Time

About the Role

This position greets patients and guests in a courteous manner whether via telephone contact or in person. Responsibilities include initiating scheduling an appointment or completing the check-in process/admission for patients, obtaining and verifying accurate identification and demographical data for the patient’s permanent medical record, and ensuring confidentiality of all patient information. The role involves point-of-service collections, face-to-face patient interactions related to registration and admission, and verification of insurance via electronic verification, telephone, or web application. The position is cross-trained 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 patient of financial responsibility.
• Balance cash drawer daily, prepare deposit slips, and follow 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 (preferred).
• Computer skills and dexterity required for data entry and retrieval of information.
• Effective verbal and written communication skills.
• Proficiency with Windows-style applications, various software packages specific to role, and keyboard.
• Strong interpersonal skills and ability to present information clearly and professionally.
• Technical knowledge of healthcare insurance benefits, payor guidelines on referral and authorization processes, and current knowledge of Federal, State, and Local billing regulations.
• Ability to solve practical problems and handle high-stress situations while maintaining professionalism.
• Good organizational, time management, and conflict resolution skills.
• Excellent decision-making and analytical skills with strong attention to detail.
• Ability to work collaboratively with other departments and exercise sound judgment in escalating difficult situations.

Schedule

11:00 PM – 7:30 AM (including Weekends & Holidays)

Physical and Environmental Demands

• 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. Involves sitting most of the time but may require walking or standing for brief periods.
• Normal routine involves no exposure to blood, body fluid, or tissue, and no requirement 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 waste within the healthcare environment.