Patient Access Representative - Ambulatory

About the role

Responsible for accurately registering patients in EMR, validating patient information, verifying insurance coverage, collecting required payments, and ensuring a best-in-class patient experience. Works under close supervision following established guidelines.

Responsibilities

• Provide courteous and professional customer service, advising patients on collection and billing procedures, anticipated charges, and payment responsibilities, ensuring fewer than 5 complaints per year.
• Greet patients and families warmly, addressing questions and concerns promptly to maintain high satisfaction.
• Inform patients of their rights and Advance Directives upon request.
• Accurately obtain, edit, and maintain patient and insurance information in the clinic’s computer system.
• Register patients efficiently in Epic, monitor patient flow, and proactively manage the patient experience.
• Review patient accounts to determine financial responsibility, arrange payment plans, and collect balances.
• Assist patients with access to government and community resources to improve healthcare access.
• Collaborate with physicians, nurse practitioners, and nursing staff to ensure timely referrals in compliance with payor requirements.
• Facilitate patient access to MyChart and other information systems.
• Update patient records and enter charges accurately.
• Process patient referrals and schedule/reschedule appointments to maintain smooth clinic flow.
• Perform clerical duties, including answering phones, retrieving records, and preparing documents.
• Maintain organized patient files for easy retrieval.
• Research and resolve claim edits, denials, and billing discrepancies within 2 days of notification.
• Verify and collect patient payments for services rendered 100% of the time, reconciling daily cash funds.
• Maintain knowledge of health plans, including co-pays, deductibles, and co-insurance.
• Manage cash securely and ensure payments are accurately credited to patient accounts.
• Meet site collection goals and support clinic, hospital, and health system initiatives.
• Serve as a backup for other clinic staff and provide training to team members as needed.

Requirements

• 6 months of experience in a customer service or front desk role, or graduation from a front office/medical office program.
• Bachelor’s degree may substitute for experience.
• High School Diploma or equivalent.

Skills

• Professional demeanor and excellent customer service skills.
• Ability to multi-task and think critically.
• Demonstrated computer literacy and proficiency in Epic (training provided during introductory period).