Job Title: Patient Access Representative

Department: Health Centers

Supervisor: Director, Revenue Cycle

FLSA Status: Full-time, Non-Exempt

The Patient Access Representative performs all receptionist and clerical duties at the front desk and also assists the medical professionals as needed in providing comprehensive services to patients. He/she is the first point of contact for patient visits, telephone inquiries, and problem resolution. The Patient Access Representative must demonstrate excellent customer service, accuracy, and reliability. He/she is responsible for arranging for efficient and accurate collection of information for orderly registration of pediatric, adult, and geriatric patients. The Patient Access Representative collects and distributes patient information, billing information, and collection information and provides financial estimates and collects applicable patient financial liability. The Patient Access Representative positively affects the patient’s experience and makes patients and families aware of hospital policies and procedures. The duties of this position require the exercise of courtesy in speaking with patients, families, and others to maintain sound community relations.

Areas of Responsibility

Front Office and Patient Interaction:

 Greets visitors and callers with excellent customer service, while handling their inquiries, taking messages and referring them to the appropriate medical professional

 Schedules patients’ appointments by phone and in person

 Conducts appointment reminder calls patients 24 hours prior to appointment

 Records telephone encounters in the Electronic Medical Records system

 Performs detail insurance verification and eligibility check for upcoming appointments by obtaining the necessary information before the appointment

 Assists patients with application for sliding fee scale and any other forms

 Collects and records payments in the EMR system and maintains petty cash

 Opens and distributes mail to the appropriate persons and prepares outgoing mail in a timely manner

Benefit Coordination:

 Coordinates insurance benefits and consults patients on financial responsibility

 Calls insurance companies to verify patients’ benefits, notifying patients

Updated December 2020

 Input benefit information in the EMR system, as well as upload appropriate benefit information

into patient account

 Consult patients of financial responsibility

 Follow up on x-rays and Perio charts to billing company on behalf of the medical professionals

 Ensure prior authorizations are on file prior to patients appointment to prevent a delay in

services

Skills and Responsibilities:

 Associate Degree or Graduate of Accredited Program

 Minimum of 2 years’ experience in a customer service environment, health center experience is

a plus

 Customer service experience and demonstrated work experience with underserved populations.

 Proficient in MS Office, electronic health information technology, and medical terminology

 Ability to use a multiline phone system and take/route messages

 Ability to perform outreach and related responsibilities as required to support the health center

operations with emphasis on geriatrics patients.

 Ability to maintain confidentiality of all patient information verbal and written.

 Responsible for proper handling of medical records in accordance with company policy and

HIPAA standards.

 Must be able to operate standard office equipment such as fax/copier/scanner, digital postage,

computers, label maker, computer system

 Follow policy on Medical Record Release and sends records to requesting party.

 Exceptional language skills, written and verbal communication skills are required to do this work

effectively.

 Highly skilled in reasoning and working with the public to secure positive outcomes required.

 Ability to travel between practices as needed

 Demonstrated time management and problem solving skills, showing quick adaptation in a

variety of situations

 Must execute critical thinking, sound judgment, and cultural awareness skills