Patient Access Representative - Urgent Care Coursey

About the role

Responsible for accurately registering patients in EMR, validating patient information, verifying insurance coverage, collecting required payments, and ensuring a best-in-class patient experience. Works under close supervision following established guidelines.

Responsibilities

• Provide courteous and professional customer service, advising patients on collection and billing procedures, anticipated charges, and payment responsibilities (target: fewer than 5 complaints per year).
• Greet patients and families warmly, addressing questions and concerns promptly to ensure no customer complaints.
• Inform patients of their rights and Advance Directives upon request.
• Accurately obtain, edit, and maintain patient and insurance information in the clinic’s computer system (Epic).
• Efficiently register patients in Epic, monitor patient flow, and proactively manage schedules to optimize the patient experience.
• Review patient accounts to determine financial responsibility, arrange payment plans, and collect outstanding balances.
• Assist patients with access to government and community resources to improve healthcare access.
• Collaborate with physicians, nurse practitioners, and nursing staff to ensure timely and payor-compliant referrals to other providers or facilities.
• Facilitate patient access to information, including MyChart.
• Update patient records and enter charges accurately.
• Process patient referrals and schedule/reschedule appointments to maintain smooth clinic flow.
• Perform clerical duties (e.g., answering phones, retrieving records, typing memos) efficiently and accurately.
• File and retrieve patient charts/files with accuracy.
• Research and resolve claim edits, denials, and billing discrepancies within 2 days of notification.
• Verify and collect patient payments for services rendered 100% of the time, reconciling daily cash funds and account balances.
• Maintain knowledge of health plans, including co-pays, deductibles, and co-insurance.
• Manage cash securely and in accordance with established policies to ensure accurate crediting to patient accounts.
• Meet site collection goals.
• Serve as a backup for clinic staff as needed and support hospital/health system initiatives to improve operations.
• Provide training and orientation to other team members when assigned.

Requirements

• 6 months of experience in a customer service or front desk role or graduation from a front office/medical office program.
• Bachelor’s degree may substitute for experience.
• High School Diploma or equivalent.

Skills

• Professional demeanor and excellent customer service skills.
• Ability to multi-task and think critically.
• Demonstrated computer literacy and proficiency in Epic (to be learned during the introductory period).