Patient Access Representative - Ambulatory - Neurology Clinic

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

• Customer Service
  • Advise patients courteously about collection and billing procedures, anticipated charges, and their payment responsibilities (fewer than 5 complaints per year).
  • Greet all patients and families warmly (zero complaints).
  • Address patient and family questions or concerns appropriately (zero complaints).
  • Inform patients of their rights and Advance Directives upon request.
• Patient Registration & Records
  • Accurately obtain, edit, and maintain patient and insurance information in the clinic’s computer system.
  • Register patients efficiently in Epic and monitor patient flow to ensure a best-in-class experience.
  • Review patient accounts to determine financial responsibility and arrange payment plans.
  • Assist patients with access to government and community resources to improve healthcare access.
  • Collaborate with physicians, nurse practitioners, and nursing staff to complete referrals in accordance with payor requirements.
  • Facilitate patient access to MyChart and other information systems.
  • Update patient records and enter charges accurately.
• Patient Flow & Documentation
  • Process patient referral documentation accurately.
  • Schedule and reschedule appointments to maintain smooth clinic flow.
  • Perform clerical duties (answering phones, retrieving records, typing memos) efficiently.
  • File patient charts and information for easy retrieval.
• Payor Regulations & Financial Tasks
  • Research and resolve claim edits and denials within 2 days of notification.
  • Resolve billing discrepancies within 2 days of receipt.
  • Key charges, process batches daily, and prepare bank/deposit summaries after balancing payments.
  • Review diagnosis and procedure codes for accuracy and enter data at the point of service.
  • Verify and collect patient payments for services rendered 100% of the time.
  • Verify account balances, collect outstanding balances, and reconcile the daily cash fund.
  • Maintain knowledge of health plans, including co-pays, deductibles, and co-insurance.
  • Manage cash securely and in accordance with policies to ensure accurate crediting to patient accounts.
  • Meet site collection goals.
• Additional Duties
  • Serve as a backup for other clinic staff as needed.
  • Support clinic, hospital, and health system initiatives to improve operations.
  • Provide training and orientation for other team members when assigned.
  • Perform other duties as assigned.

Requirements

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

Skills

• Professional demeanor and excellent customer service skills.
• Ability to multi-task and think critically.
• Demonstrated computer literacy.
• Ability to learn and demonstrate proficiency in Epic during the introductory period.