Patient Access Representative

Position Summary:

Kickstart your career in healthcare with Elevated Community Health (ECH) as a Patient Access Representative (PAR)! In this essential role, you'll be the welcoming face of our clinic, setting the stage for an exceptional patient experience from check-in to check-out and rescheduling. You will work at the heart of our operations, serving as a vital liaison between patients and our front desk, billing, and clinical teams to ensure a seamless and stress-free patient care experience.

As a PAR, you will champion our ASQ (Access, Stewardship, and Quality) pillars by accurately and efficiently managing appointments, patient demographics, accounts, and insurance verification in the Electronic Medical Record (EMR). You will also assist patients with paperwork, payments, consent forms, and other check-in processes, all while showcasing your knowledge of our clinic's diverse programs and commitment to outstanding service.

The Elevated Community Health (ECH) Patient Access Representative (PAR) serves as the primary point of contact for patients, ensuring a seamless experience from check-in to check-out and appointment rescheduling. The PAR liaises between key Revenue Cycle partners, including patients, the front desk, billing, and clinical teams. Upholding the ASQ (Access, Stewardship, and Quality) pillars, the PAR ensures timely access to care by accurately managing appointments, patient demographics, accounts, and insurance verification in the Electronic Medical Record (EMR). They provide stewardship by assisting patients with paperwork, consent forms, payments, and other check-in processes while demonstrating quality through knowledge of all clinic programs and a commitment to exceptional service.

If you're ready to make a meaningful impact and lay the groundwork for a successful healthcare career, join us at ECH and take your first step toward a brighter future!

Essential Functions:

• Patient Check-in Process:

o Verify and/or update insurance in the EMR.

o Collect all required paperwork, consent forms, and payment.

o Utilize the state Medicaid portal to verify coverage for patients with sliding fees or self-pay status.

• Pre-appointment preparation:

o Verify information, looking for any misinformation. If misinformation is identified, the party responsible should be contacted to obtain the correct information.

o Review accounts to ensure the accuracy of patient demographic information (SBHC, Title X).

o Confirm that the appointment type is suitable for the listed problem and the designated place of service.

o Update/dismiss out-of-date remarks.

o Review notes from the insurance verification specialist to determine the amounts due, co-pay, and any past-due balances.

• Works with billers to bill retroactively for changes to insurance.

• Receives returned mail and follows up with the party responsible for obtaining the correct address.

• Review claims for bad addresses and/or bad debt, submitting them for further review by the PAR Supervisor. The PAR Supervisor will submit these claims to the board for approval if necessary.

• Respond to billing inquiries from patients, providers, and insurers via task messages, e-mail, and/or telephone as needed.

• Performs general clerical duties and other routine functions.

• Ensures strict confidentiality of Patient and financial records.

• Collaboration with various clinic teams to ensure smooth workflows for patient visit experiences.

• Works in the Call Center station to ensure the proper handling of patient requests and appointment booking for Medical (SBHC and MOB) and MOB Behavioral Health care providers.

• Handling of Medical Records.

o Scan, sort, maintain, and link Medical and Behavioral Health Records into the Patient's Electronic Health Record.

o Distributing and obtaining documents necessary to support the Patient's medical treatment.

o Responsible for completing the ROI requests on Time.

o Responsible for printing incoming faxes that require Clinical Support Staff to process first thing in the morning.

o Responsible for uploading incoming ED reports into the Nurse's file in the Public Drive.

Additional Requirements:

• Grants are vital to Care Clinic's revenues and directly or indirectly support all positions. This role may have responsibilities that are closely associated with grant deliverables. Grants and grant responsibilities may change over Time.

• Complete all the required training as designated by HR and the position supervisor.

• Adhere to all organizational policies and those outlined in the ECH Employee Handbook.

• Comply with all ECH Vaccine Mandates.

• Willingness to travel and work at other ECH locations as determined by the supervisor.

• Comply with all applicable Credentialing and Privileging requirements promptly.

• Embrace the ECH Mission and Vision and agree to work within the ECH Guiding Principles and the principles set by the position supervisor.

• Must participate in quality assurance and improvement activities as applicable.

Qualifications:

To perform this job successfully, an individual must be able to engage in each essential duty satisfactorily. The requirements below represent the required knowledge, skills, and/or abilities. Reasonable accommodation may be provided to help individuals with disabilities perform essential functions.

Education/Experience:

Must-Haves to be successful:

• High School Diploma or GED, or Equivalent.

• Strong written and verbal communication skills.

• Ability to read, write, and speak the English language.

• Ability to maintain a calm, helpful, and friendly attitude while assisting patients.

• Ability to relate cooperatively and constructively with patients, co-workers, administration, and providers.

• Willingness to learn and be flexible in job duties.

Nice to Have:

• Customer Service Experience preferred.

• Ability to speak the Spanish language (bilingual).

• Experience working with an Electronic Medical Record (EMR) system is preferred.

Work Environment:

The work environment in a healthcare setting can be fast-paced, involving direct interaction with patients and healthcare professionals. This role is highly clerical and requires the Ability to work autonomously and stay on task. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be provided to help individuals with disabilities perform essential functions.

Below are the minimal knowledge/physical requirements of this position.