Patient Access Representative

SUMMARY

The Patient Access Representative is responsible for providing exceptional customer service to patients and visitors while supporting daily revenue cycle and patient access operations. This position serves as a primary point of contact for incoming calls, appointment scheduling, patient registration, and insurance verification for the Rural Health Clinics. The Patient Access Representative will also assist clinic staff and providers with administrative support functions to ensure efficient clinic operations and a positive patient experience.

To perform this job successfully, an individual must be able to perform each responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to be successful in this position.

DUTIES/RESPONSIBILITIES (include but are not limited to the following)

• Answer and direct a high volume of incoming phone calls for the Rural Health Clinics to the appropriate personnel or department.
• Schedule, reschedule, and cancel patient appointments following clinic scheduling guidelines and provider availability.
• Register patients and create or update electronic records to reflect changes in demographics, insurance, and other required information.
• Verify and document patient insurance and eligibility information as needed.
• Provide superior customer service over the phone and in person, utilizing professionalism, empathy, and good judgment to meet or exceed patient expectations.
• Assist patients with questions regarding appointments, registration, and general clinic information.
• Contact patients regarding missed appointments and notify appropriate clinical staff.
• Maintain confidentiality of patient information in accordance with HIPAA and organizational policies.
• Support clinic staff and providers with daily administrative and patient access functions.
• Perform additional duties as assigned to support clinic and revenue cycle operations.

EDUCATION AND/OR EXPERIENCE

• High School Diploma or equivalent preferred
• Previous customer service experience is required.

SKILLS AND ABILITIES

• Effective interpersonal and communication skills in order to acquire needed information and maintain cooperative working relationships with staff and patients.
• Perform duties in an effective and organized manner.
• Develops more efficient ways to perform tasks and responsibilities.
• Goes above and beyond to provide assistance, information or support to others to build and maintain relationship.
• Ability to collaborate and share efficiencies with others to improve patients’ experiences.
• Strong critical thinking and problem solving skills.
• Quickly and effectively solves customers concerns and escalates when needed.
• Must have the ability to work closely with teammates and other staff.

Why Washington County Hospital and Clinics? 

Do you want to become part of a special family? Here at WCHC, we believe in more! We want to provide our patients, families, and our community with more services, more compassion, and a more satisfying healthcare experience.

For over 100 years, Washington County Hospital and Clinics have been providing healthcare services to Washington County and the surrounding communities. With a mission focused on improving health and promoting wellness to the communities we serve, our healthcare organization includes three primary care clinics, a retail pharmacy, and a 22-bed Critical Access Hospital offering Cardiology, Endocrinology, Neurology, Pulmonology, Surgery, and Inpatient Hospitalist services.

Committed to continual advancement, WCHC offers state-of-the-art Imaging, Laboratory, and Rehabilitation equipment to best serve our patients. Dedicated to hiring, retaining, and developing the best people, WCHC fosters an excellent culture and supportive environment where employees can grow their careers.

We know it takes special people to provide exceptional care, and we are committed to offering our staff more than just a job. At WCHC, we strive to create a rewarding work environment by providing the resources, tools, and support employees who, serve our patients and customers in the best way possible. We want our employees to enjoy coming to work, which is why we offer a variety of employee activities and events that help cultivate a fun and enjoyable workplace culture.