Patient Access Representative

Patient Registration & Front Desk Operations

• Greet patients in a welcoming, respectful, and culturally sensitive manner.
• Register new patients and update demographic information accurately in the electronic health record (EHR).
• Collect required documentation (photo ID, insurance cards, income verification, consent forms).
• Ensure completion of required forms in compliance with HRSA and FQHC guidelines.

Patient Check-In & Check-Out

• Verify patient identity and appointment details at check-in.
• Confirm and update demographic, insurance, and contact information.
• Collect copayments, sliding fee scale, and outstanding balances at time of service.
• Inform patients of wait times and clinic procedures.
• Complete check-out process by scheduling follow-up appointments and referrals.
• Provide visit summaries, receipts, and patient instructions as directed.
• Reconcile daily payments and maintain accurate cash-handling procedures.
• Review account past-due balance (i.e., ROA, CIB, Bad debt).

Scheduling & Call Center Support

• Schedule, reschedule, and confirm appointments for medical and/or behavioral health services.
• Answer inbound calls and respond to patient inquiries promptly and professionally.
• Conduct appointment reminder calls and follow-up outreach as needed.
• Perform appointment processing to include requesting hospital records when needed.

Insurance Verification & Financial Screening

• Verify insurance eligibility and benefits prior to patient visits.
• Determine patient financial responsibility (copays, deductibles, outstanding balances).
• Conduct financial screenings and determine eligibility for the Sliding Fee Discount Program (SFDP).
• Review income documentation and apply sliding fee scale adjustments per FQHC policy.
• Educate patients on payment options, financial assistance programs, and coverage enrollment resources.

Compliance & Confidentiality

• Maintain strict adherence to HIPAA and patient confidentiality standards.
• Ensure compliance with HRSA, federal, state, and organizational policies.
• Document all patient interactions accurately and timely.
• Maintain cash drawer along with ensuring accuracy and security at all times.
• Responsible for balancing the money batch at the end of shift.
• Other duties as assigned.

Performance Requirements

• Support co-workers and engage in positive interactions.
• Communicate professionally and timely with internal and external patients.
• Demonstrate friendliness by smiling and making eye contact when greeting all patients.
• Provide helpful assistance in anticipating and responding to the needs of patients.
• Ability to stay calm under pressure and deal effectively with difficult situations.
• Ability to recognize and respect cultural diversity of patients.
• Recognize and respond effectively to verbal, nonverbal, and written communication.
• Ability to follow established policies and procedures dealing with health care.
• Comply with established risk management and safety procedures.
• Able to establish and maintain effective working relationships with the public and healthcare team.
• Must respect the confidential nature of medical information.
• Working knowledge of standard concepts, practices, and procedures.
• Able to work efficiently and cope with emergency situations.
• Capable of using experience and judgment to plan and accomplish goals.
• Able to read and interpret documents such as charts, safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to work in a fast-paced environment.
• Must have efficient computer and typing skills.
• Professional manner and appearance.
• Travel to all sites as needed.