Patient Access Representative, Lead

Overview

This individual will provide the first level of customer service to patients of the clinic, from greeting and routing patients to record maintenance and cashier duties. This individual will be the person responsible for making all appointments for departments and providing physicians daily schedule. These appointments are to be made via telephone and/or in person. This position also requires flexibility when changes in the physicians schedule are made which would require patient contact to adjust current schedule. 

Qualifications

• High school diploma or equivalent.
• 2-3 years of medical front office experience preferred.
• Minimum of 12 months experience in a customer service position.
• Certified medical assistant experience preferred.
• Excellent communication, organizational and customer service skills.
• Excellent phone etiquette.

Responsibilities

• Maintain appointments for all new and established patients in all departments.
• Monitor any physician and patient schedule changes and/or cancellations to adjust schedule to reflect changes in a timely manner.
• Assist patients, or other legally appropriate parties, in a customer-focused manner to obtain patient information necessary for registration, billing, and collection including patient, guarantor, and emergency contact demographics, insurance coverage to include subscriber demographics. Enters all information into registration system.
• Ensures verifiable information is accurate and complete by requesting the patient bring to the reception desk appropriate copies of pertinent information to include patient’s picture identification, insurance card(s), etc. to protect patient safety and avoid insurance fraud.
• Assigns appropriate medical record number and select the correct patient to ensure patient safety and avid duplicate medical records and accounts.
• Answers patient questions regarding routine registration procedures and pertinent policies.
• Identifies patients with inadequate or non-existent insurance coverage by appropriately conducting insurance eligibility search, reducing the incidence of claim denial.
• Determines applicable insurance co-pays and deductibles by appropriately conducting insurance eligibility search.
• Collects any necessary financial obligations at the time of service to reduce accounts receivable days and potential for bad debt.