Patient Access Representative - Internal Med - East Side Clinic

As a Patient Access Representative I, you will ensure a positive and seamless experience for patients and visitors at the front desk of PHC medical or dental clinics. You will be the first point of contact, providing exceptional customer service while managing registration, financial screenings, appointment scheduling, and support resources.

Responsibilities

• Create a positive customer experience for internal and external customers.
• Greet visitors, offering prompt and friendly service in person, by phone, or through electronic messages.
• Manage the waiting area, ensuring it is clean and tidy, maintain visitor logs, and provide/collect visitor badges.
• Accurately document and communicate messages to the appropriate individuals.
• Schedule patient appointments for medical and/or dental clinics, correcting inaccuracies as needed.
• Complete accurate patient registration, focusing on details such as phone number, address, household income, homeless status, and guarantor.
• Accurately load insurance information into patient registrations, ensuring correctness of insurance name and ID number.
• Use Real Time Eligibility (RTE) to confirm active insurance eligibility.
• Ensure a consistent revenue cycle process by maintaining knowledge of enrollment and verification processes.
• Perform insurance verification prior to patient appointments to confirm active coverage.
• Assist patients with applying for the sliding fee program and refer them to Patient Service Specialists for Medicaid, Marketplace, or other platforms.
• Collect and process patient payments, applying them to the correct visit, and manage assigned cash box per established protocols.
• Scan and accurately index patient documentation into electronic health records.
• Monitor patient schedules to ensure optimization and contact patients due for recalls to fill the schedule.
• Identify delays in patient appointments and keep patients informed.
• Offer resources to help patients overcome barriers to keeping appointments (e.g., telehealth, referral to family support workers).
• Collaborate with Patient Care Team members to support efficient clinic operations.
• Participate in activities designed to improve patient satisfaction and organizational performance.
• Contribute ideas and suggestions to enhance the patient experience.
• Perform other duties as assigned.

Requirements

• A minimum of 1 year in a healthcare, human services, or social services environment; or 2 years in a customer service role.
• Excellent customer service skills and a commitment to service excellence.
• Effective verbal and written communication skills.
• Good problem-solving skills with the ability to apply critical thinking.
• Takes initiative and demonstrates dependability.
• Team-oriented with the ability to collaborate effectively with others.
• Strong listening and reading skills to follow written and verbal instructions.
• Basic math skills for counting money and making change.
• Basic computer skills with proficiency in Microsoft Office applications, keyboard entry, and internet-based applications.
• Detail-oriented with a high degree of accuracy.
• Prioritization skills.
• Strong interpersonal skills to establish and maintain effective working relationships with a diverse group of individuals.
• Professionalism with the ability to remain calm in all situations and show empathy.

Qualifications

• Preferred: Bilingual Spanish/English communication skills, written and verbal.
• Preferred: Associate degree in a related field.
• Preferred: Work experience in a community health center, medical or dental clinic, or in the essential functions of the position.
• Preferred: Experience working with patient registration systems and electronic health records.
• Preferred: Experience using a multi-line telephone system.
• Preferred: Experience working with and knowledge of clinical terminology and health insurance.

Pay

Your related experience and skills determine your base pay. Our typical hiring range for this position is $15.50 - 19.40 per hour. Candidates with extensive related experience may be considered for additional compensation up to the pay range maximum. This position is eligible for a $5.00 per hour shift differential if working a 3-hour shift either on a Saturday or after 5 PM on a weekday.

Schedule

This position is based at East Side Clinic - Internal Medicine in Des Moines and is scheduled Monday through Friday, 8 AM - 5 PM. This position is not typically scheduled for evenings or weekends. You may be asked to float to other PHC clinics on occasion. Mileage reimbursement and out-of-town bonus may apply.

Benefits

• Generous PTO accrual.
• Eight paid holidays.
• Tuition reimbursement program.
• 401k with company match.
• Medical, dental, and vision insurance.
• Life & disability insurance.
• Flexible spending & health savings accounts.
• Supplemental accident & critical illness insurance.
• Discounted pet insurance.
• PHC Pride rewards program.

Grow Your Career with PHC

We offer development and growth opportunities, including Emerging Leaders, Dental Assistant Trainee Program, and Medical Assistant Trainee Program. In the last year, over 30% of our open positions were filled through promotions or transfers.