Patient Access Representative

About the role

The Patient Access Representative is responsible for professionally answering phone calls from patients interested in scheduling an appointment with a physician, scheduling a medical test, or answering general questions related to the health system's services. They are also responsible for patient education regarding available online services and using online knowledge management tools, including EPIC, to assist with patient calls and issue resolution. This is a call center environment with variable work hours.

Responsibilities

• Act as the first point of contact for patients, staff, and guests presenting at the clinic.
• Perform all administrative tasks associated with patient check-in, including welcoming and assisting patients in a courteous and professional manner.
• Schedule patient appointments accurately and efficiently using the computer system.
• Register patients by accurately entering patient demographic and insurance information into the electronic medical system.
• Verify and ensure completeness of patient registration documentation.
• Review and verify patient coverage of insurance information using online resources.
• Collect deposits or co-payments/deductibles prior to the patient being seen by the provider per company policies.
• Perform closing and/or end-of-day processes, including daily posting of collected monies into the electronic medical system and balancing the drawer for end-of-day deposit.
• Notify appropriate personnel of emergencies, messages, patient arrivals, etc.
• Accurately document and communicate patient concerns to the site triad leadership team.
• Work assigned hours and as needed outside regularly scheduled hours, including weekends.
• Maintain confidentiality of all patients, clinical, and company information and data, adhering to HIPAA guidelines.
• Perform other job-related duties as assigned.

Qualifications

• High School Diploma (or equivalent) OR Certified Medical Administrative Assistant (CMAA) certification in lieu of a High School Diploma (or equivalent) required.

Skills

• Healthcare office concepts, practice, policies, and procedures.
• Insurance verification procedures.
• Proficiency in Microsoft Office Applications (Word, Excel, Outlook).
• Exceptional customer service skills.
• Verbal and written communication skills, including telephone and email etiquette and documentation.
• Ability to work independently in a fast-paced, multi-task clinical environment, as well as part of a team.
• Effective problem-solving techniques.
• Self-directed and organized work style with strong attention to detail and accuracy.
• Ability to present information in a consistent, organized, and accurate manner.
• Flexibility and ingenuity in response to change.
• Develop and maintain effective working relationships across the organization at various levels, as well as with external customers.
• Maintain confidentiality.

Work Experience

• One (1) year of demonstrated experience in an administrative position required.
• One year of experience in registration or front office duties in a physician’s office, hospital emergency department, and/or urgent care setting preferred.