Patient Access Representative

About the role

The Patient Access Representative plays a crucial role in the smooth operation of the Daniel Driscoll Neponset Health Center. They provide exceptional customer service, assist patients, families, and guests, and ensure accurate and timely processing of insurance information.

Responsibilities

• Patient Access & Registration
• Welcome and assist patients, families, and guests professionally and courteously.
• Accurately collect and enter demographic and insurance information.
• Schedule, reschedule, or cancel appointments as requested.
• Collect co-pays and process patient payments according to policy.
• Ensure completeness of PCP assignment and referral requirements.
• Submit applications for HSN Presumptive Determination and SFS discounts, as needed.
• Register walk-in and new patients and distribute new patient registration information.
• Refer patients to Financial Counselors for insurance enrollment or changes.
• Insurance Verification & Financial Navigation
• Verify insurance eligibility, coverage, and PCP/plan assignment using online portals or direct payer calls.
• Ensure prior authorizations are obtained as required in accordance with the site workflow.
• Review and correct patient’s demographic and insurance information in EPIC to support timely, accurate billing.
• Contact patients in advance of appointments when insurance cannot be verified.
• Educate patients on payment options including Health Safety Net (HSN), Sliding Fee Scale (SFS), and self-pay.
• Coordinate with Financial Counselors to ensure patients have appropriate documentation and appointments; calculate and communicate patient financial responsibility prior to service.
• Administrative and Operational Support
• Review next-day appointment schedules and monitor appointment flow.
• Answer and route telephone calls promptly and courteously.
• Perform related clerical tasks such as sorting mail, managing the bump list, and general front-desk support.
• Review patient encounters post-visit to ensure adherence to protocols and workflows.
• Maintain strict confidentiality and a high level of professionalism in all interactions.

Requirements

• High school diploma or GED
• 1 or more years of experience in a community health center and/or a professional or business environment, 3 or more years of healthcare related experience preferred
• Excellent verbal and written communications skills
• Excellent customer service skills
• Excellent organizational, problem solving and priority setting skills
• Basic computer literacy, knowledge of Microsoft Office 365 preferred including Word, Excel, Outlook and Teams
• Knowledge of Electronic Practice Management (EPM) and/or Electronic Medical Record (EMR) preferred, EPIC/OCHIN desired
• Basic Math and reading comprehension skills
• Bilingual: English/Spanish or English/Vietnamese or English/Portuguese preferred
• Familiarity with using medical terminology preferred, Medical and/or Dental Billing experience preferred

Benefits

We offer an excellent, comprehensive benefits package including Health, Dental, Vision, Life, & Disability insurance, 403b Savings Plan, Generous Paid Time Off plus 11 additional Holidays and much more!

Pay

The salary range and/or hourly rate listed is a good faith determination of base compensation that may be offered to a successful applicant for this position at the time of this job advertisement. When determining actual base salary and/or rate, several factors may be considered as applicable (e.g. location, years of relevant experience, education, training, and other factors as permissible by law).

Schedule

Hours may include an evening until 8:00 PM and/or Saturday 8:00 AM - Noon. 40 hours weekly