Patient Access Representative- Front Desk

About the role

This position delivers excellent customer service by coordinating patient appointments, verifying insurance, collecting copays, and scanning documentation to ensure timely and effective care. It supports the healthcare team through clear communication and administrative assistance, enhancing the overall patient experience.

Responsibilities

• Listen actively to patients’ needs and provide clear, concise information.
• Engage with visitors, patients, vendors, and coworkers professionally.
• Handle incoming calls promptly, professionally, and efficiently.
• Collect copays at the time of appointments.
• Check patients in for lab appointments and prepare required lab orders.
• Check in patients for scheduled appointments.
• Update patient demographic information in the EMR.
• Schedule, reschedule, and confirm patients’ appointments.
• Manage challenging patient interactions using de‑escalation techniques.
• Collaborate closely with the scheduling team to facilitate appointment access.
• Maintain up‑to‑date knowledge of eligibility and insurance verification workflows and policies.
• Verify insurance eligibility within 24 to 48 hours and document in EMR and reporting systems.
• Assist uninsured and underinsured patients in identifying financial assistance programs promptly.
• Explain sliding fee scale, payment options, and ensure patients understand service fees.
• Participate in departmental meetings, trainings, workflow updates, and quality‑improvement activities.
• Ensure accuracy and confidentiality of paperwork, maintaining HIPAA and privacy standards.
• Provide administrative support including scanning and faxing patient information.
• Communicate patient needs and updates via team chats.
• Send telephone encounters to appropriate team members to facilitate patient care.
• Document patient interactions and updates accurately in the EMR.

Requirements

• High School Diploma, GED, or equivalent work experience required.
• Bilingual in English and Spanish required.
• Demonstrated customer service skills in a healthcare or service environment required.
• Ability to maintain confidentiality and comply with HIPAA and organizational policies required.
• Ability to work independently and collaboratively within a multidisciplinary healthcare team required.
• Computer literacy required.
• Experience in healthcare; medical office operations preferred.
• Insurance verification knowledge preferred.
• Familiarity with health insurance eligibility process, coverage verification, and in‑network/out‑network benefits preferred.
• Prior work with Medicaid, Medicare, commercial insurance plans, and managed care organizations preferred.
• Prior experience with diverse populations preferred.

Benefits

• 100% employer‑paid health insurance
• Life insurance options
• 3 weeks of PTO in your first year
• 12 paid holidays annually
• Paid parental leave (after 12 months)
• 24/7 Employee Assistance Program
• Mentorship program, leadership and soft‑skills training, networking opportunities, and support for continuing education

Due to real and potential conflicts of interest that exist when HOPES Behavioral Health providers render services to their coworkers, it is HOPES’ policy (Policy HR0005) that HOPES employees may not access HOPES Behavioral Health Services. For the same reason, current Behavioral Health patients/clients cannot be employed by HOPES. Accordingly, you acknowledge that if you are receiving services from a HOPES Behavioral Health provider at the time you are offered and accept employment, you may rescind your acceptance or find a new behavioral health provider outside of HOPES before starting employment.