Patient Access Representative (Full Time) - Physiatry

Safety-sensitive position. Non-exempt role reporting to the Patient Access Manager.

About the role

Completes the registration process for patients at the direction of management. This includes verification of benefits, discharge of patients, collection of copays or payments, balancing of accounts, and general data entry.

Responsibilities

• Provides excellent customer service, contributes to patient satisfaction, and adheres to the Behavioral Expectations Agreement.
• Fields and directs incoming calls; responds to patient and staff inquiries.
• Refers patient accounts to financial counselors when further explanation or education is needed (e.g., denied authorizations, out-of-pocket liabilities, coverage options, payment plans).
• Assists co-workers to support department efficiency and positive customer feedback goals.
• Participates in ongoing process improvement activities.
• Floats to other work areas as requested and works nights, weekends, holidays, and extended hours when needed.
• Demonstrates ability to preregister, register, schedule, reschedule, and discharge patients according to defined guidelines.
• Enters new patient data and verifies/update patient records for completeness in the electronic health record (EHR).
• Verifies insurance eligibility and benefits within KHI’s timeframe and obtains pre-authorizations from third-party payers as required.
• Ensures all identified information (insurance cards, photo IDs, physician orders, admission documents) is complete and scanned into the EHR.
• Obtains signatures on all required forms.
• Manages co-payments, deductibles, and allowances as instructed.
• Accurately balances daily cash, completes daily cash logs, bank deposit slips, and reports to Patient Financial Services.
• Utilizes insurance eligibility/audit tools and corrects variances within the EMR to meet defined quality performance goals.
• Collects upfront co-pays, deductibles, coinsurance, and secures deposits on self-pay and high-balance accounts.

Lead Patient Access Representative (PAR) Responsibilities

• Meets all PAR requirements.
• Provides day-to-day leadership and supervision of PAR team members, trains and orients new hires, and works with supervisors to provide continuous training.
• Performs QA audits of registrations, works account checks, and responds to account denials.
• Assists with staff scheduling to ensure appropriate coverage.
• Participates in interviews for hiring new staff and provides feedback for performance evaluations.
• Identifies, supports, and manages process improvement initiatives.
• Collaborates with management to assist in day-to-day operations.

Requirements

• High School Diploma or equivalent.
• Minimum of 1 year of experience in a customer service position and/or office setting (PAR role).
• Minimum of 1 year of registration or billing experience in a healthcare setting (Lead PAR role).
• American Heart Association BLS certification.
• DPS Level 1 Fingerprint Clearance Card (required for specific departments/clinics: Resident Clinic, Joshua Tree Pediatrics, Urgent Care, Mountain Shadow Primary Care, Golden Valley Medical Center, Patient Access, Physician Services Float Pool).
• Ability to multitask, prioritize, and manage time efficiently.
• Effective oral and interpersonal communication skills.
• Proficiency in using technological resources (phone, computer hardware/software, fax, scanner).
• Able to reach above and below shoulder level, lift, bend, kneel, squat, stand, walk, and sit for the full scheduled shift.
• Able to use telephone and computer software/hardware for 90% of the workday.

Preferences

• Previous experience in healthcare registration, scheduling, and/or authorizations.
• Multi-lingual skills.

Special Position Requirements

Exposure Category II: Expected duties have possible, but not routine, potential for exposure to blood, body fluids, or tissues.