Patient Access Representative

Patient Access Representative

About the role

The Patient Access Representative is a key role in the Emergency Department, serving as the initial point of contact for patients and visitors. This position requires exceptional customer service, attention to detail, and a strong understanding of insurance carriers and regulatory compliance.

Responsibilities

• Greet patients, families, and visitors with warmth, professionalism, and compassion.
• Deliver exceptional customer service to patients, physicians, coworkers, insurance carriers, and other stakeholders.
• Absorb 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.
• 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.

Requirements

• High School Diploma or equivalent.
• Strong customer service and communication skills.
• Ability to accurately manage multiple tasks while maintaining attention to detail.
• Proficiency with computers and data entry.
• Ability to work effectively in a high-volume, fast-paced healthcare setting.

Qualifications

• 1–3 years of clerical, registration, or customer service experience preferred.
• Previous healthcare, hospital, or medical office experience preferred.
• Knowledge of medical terminology preferred.
• Experience with insurance verification, eligibility processes, and healthcare billing requirements preferred.
• Some college coursework preferred.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong organizational and problem-solving abilities.
• Ability to remain calm and professional under stress.
• Attention to detail and commitment to accuracy.
• Exceptional customer service and interpersonal skills.
• Ability to establish positive working relationships with patients, physicians, hospital staff, and insurance providers.

Physical Requirements

• Ability to push, pull, and/or lift up to 50 pounds on a regular basis.
• Ability to stand and walk for extended periods during each shift.
• Ability to bend, kneel, twist, squat, reach, and grip as necessary to perform job duties.