Patient Access Specialist

About the role

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. The company offers end-to-end revenue cycle solutions and a comprehensive suite of point solutions to clients nationwide. Guided by its O.N.E Purpose – Customer Obsession, Embracing New Ideas, and Striving for Excellence – Ensemble empowers associates to challenge the status quo and deliver meaningful, high‑quality experiences for patients, clients, and colleagues.

Responsibilities

• Perform admitting duties for all patients admitted for services at the hospital.
• Assign accurate MRNs and complete medical necessity/compliance checks.
• Provide proper patient instructions and collect insurance information.
• Receive and process physician orders.
• Utilize an overlay tool while delivering excellent customer service measured by Press Ganey.
• Operate the telephone switchboard to relay incoming, outgoing, and inter‑office calls.
• Adhere to policies and provide compassionate customer service in telephone interactions.
• Be accountable for point‑of‑service goals as assigned.
• Utilize quality auditing and reporting systems to ensure accounts are corrected, including audits for other employees, departments, and facilities.
• Conduct account audits, assure forms are completed accurately and timely, and provide statistical data to Patient Access leadership.
• Perform pre‑registration of patient accounts prior to visits, including inbound/outbound calling to obtain demographic, insurance, and financial information; collect point‑of‑service collections and past‑due balances, offering payment plan options.
• Explain general consent for treatment forms to patients/guarantors/legal guardians, obtain necessary signatures and witness names.
• Explain and distribute patient education documents (Important Message from Medicare, Important Message from Tricare, Observation Forms, MOON form, Consent forms, and future‑service forms).
• Review eligibility responses in the insurance verification system, select applicable insurance plan codes, and enter benefit data to support point‑of‑service collections and billing for clean claim rates.
• Accurately screen medical necessity using Advanced Beneficiary Notice (ABN) software to inform Medicare patients of possible non‑payment and distribute ABNs as appropriate.
• Distribute and document other designated forms and pamphlets.

Requirements

• 1+ years of customer service experience.
• Inquisitive mindset with openness to innovation, including exploring AI to improve processes and patient/client experiences.

Qualifications

• High School Diploma or GED required.
• CRCR certification required within 6 months of hire (company‑paid).

Skills

• Customer service excellence.
• Attention to detail for MRN assignment, insurance verification, and medical necessity screening.
• Ability to operate telephone switchboard and handle calls professionally.
• Proficiency with overlay tools and auditing/reporting systems.
• Strong communication skills for explaining consent forms and patient education documents.
• Comfort with using ABN software and insurance verification systems.

Benefits

• Comprehensive benefits package supporting physical, emotional, and financial health (healthcare, time off, retirement, well‑being programs).
• Bonus incentives.
• Paid certifications (including