Patient Access Representative (74067)

About the role

The Patient Access Representative is the first face and voice of Women’s Care and is a critical role for the practice. They are the first touchpoint that begins the patient experience, with customer service being at the forefront.

Responsibilities

• Collect information for registration of new and/or incoming patients, confirm up-to-date information to ensure accurate scheduling and billing.
• Greet all patients and visitors promptly and courteously.
• Obtain and confirm patient demographics and update patient profiles, including proper patient identification according to policy.
• Collect payments and assist patients with billing concerns while meeting time-of-service collection goals.
• Scan insurance cards, IDs, and other pertinent information into the EMR system (HIPAA compliance, authorizations, medical records, etc.).
• Set up payment plans for patients unable to pay balances per Women’s Care Payment Plan policy.
• Answer a high volume of incoming phone calls and respond to patient emails promptly in accordance with Women’s Care Values.
• Confirm all unconfirmed appointments for the next business day.
• Monitor the lobby to ensure no patient waits too long and keep patients informed of provider delays.
• Assist patients with online registration or completion of forms.
• Schedule or reschedule appointments.
• Verify patient insurance information and determine possible patient payment responsibility as a backup.
• Ensure all patients have completed insurance eligibility and registration prior to being seen by the provider.
• Schedule follow-up appointments upon patient checkout.
• Ensure all appointments in eCW are “checked out” at the end of each day or appropriately updated.
• Maintain a tidy and presentable lobby and front area, including cleaning the waiting room if necessary.
• Demonstrate and embody the Women’s Care mission and core values.
• Comply with all HIPAA rules, regulations, and guidelines.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent required.
• Exceptional customer service experience and a desire to help others while providing a positive patient experience.
• Strong organizational skills.
• Customer-centric focus with a warm, welcoming, and professional demeanor.
• Strong verbal and written communication skills.
• Deadline-driven and detail-oriented.
• High level of computer literacy with the ability to use and/or quickly learn programs including Microsoft Office.
• Ability to multi-task in a high-volume and dynamic atmosphere.
• Ability to communicate and work efficiently with patients, co-workers, and providers.
• Dependable, reliable, and punctual.

Preferred Skills

• One year of experience working in a medical office or healthcare setting (dentistry a plus).
• General knowledge of medical terminology and billing.
• Experience working with an electronic medical records system, specifically eClinicalWorks (eCW).