Patient Access Representative

Patient Access Representative

Responsibilities

• Greet patients, families, and visitors with warmth, professionalism, and compassion.
• Deliver exceptional customer service to patients, physicians, coworkers, insurance carriers, and other stakeholders.
• Aid patients with registration and admission processes while maintaining a positive and supportive experience.
• Minimize wait times and ensure efficient patient flow throughout the registration process.
• Respond professionally to inquiries in person and over the phone.

Registration & Insurance Verification

• Collect and accurately enter demographic, insurance, and guarantor information into the electronic medical record.
• Verify insurance eligibility, benefits, and authorization requirements.
• Complete registration, scheduling, referrals, and financial clearance activities according to department guidelines.
• Ensure appointments and patient encounters are accurately documented and processed.
• Utilize at least two patient identifiers to accurately match patients to their medical records.

Financial Responsibilities

• Discuss out-of-pocket expenses and financial obligations with patients in a professional and compassionate manner.
• Collect patient payments before or at the time of service when appropriate.
• Accurately post payments and reconcile cash drawer transactions according to departmental policy.
• Refer patients to financial assistance programs or Medicaid eligibility resources as needed.
• Support revenue cycle goals by ensuring complete and accurate financial documentation.

Compliance & Confidentiality

• Maintain strict confidentiality of patient information and comply with all HIPAA requirements.
• Obtain required consents, insurance forms, financial agreements, and legal signatures.
• Ensure compliance with EMTALA, Medicare regulations, Joint Commission standards, and other federal and state requirements.
• Secure patient information and properly dispose of confidential documents.

Communication & Teamwork

• Collaborate effectively with clinical departments, physicians' offices, and fellow coworkers to ensure seamless patient care.
• Demonstrate professional communication and a positive team-oriented attitude.
• Adapt to changing priorities and support departmental initiatives.
• Participate in process improvement efforts and ongoing training opportunities.

Systems & Operational Support

• Demonstrate proficiency in registration systems, electronic medical records, and other required software applications.
• Follow downtime procedures and manual registration processes when needed.
• Maintain accuracy while working under pressure in a fast-paced Emergency Department environment.
• Meet established productivity, quality, and revenue cycle performance standards.