Patient Access Representative

Overview

The Patient Access Representative is responsible for professionally answering phone calls from patients interested in scheduling an appointment with a physician, scheduling a medical test, or answering general questions related to the health system's services. The Patient Access Representative is also responsible for patient education with regard to available online services. Patient Access Representatives are expected to use online knowledge management tools (including EPIC) as resources to assist with patient calls and issue resolution.

This is a call center environment and work hours may vary. Responsible for being the first point of contact for patients, staff, and guests presenting at the clinic, and performing all the administrative tasks associated with patient check in.

• Welcome, greet, and assist patients in a courteous and professional manner.
• As directed, schedule patient appointments accurately and efficiently utilizing the computer system.
• Register all patients by accurately entering the patient demographic and insurance information in the electronic medical system.
• Verify and ensure completeness of patient registration documentation.
• Verify and enter patient data into the electronic medical system.
• Review and verify patient coverage of insurance information using online resources.
• Collects deposits or co-payments/deductibles prior to the patient being seen by the provider per company policies.
• Responsible for closing and/or end of day processes, including but not limited to, daily posting of collected monies into the electronic medical system and balancing the drawer for end of day deposit.
• Notify appropriate personnel of emergencies, messages, patient arrivals, etc.
• Accurately document and communicate patient concerns to the site triad leadership team.
• Ability to work assigned hours, and as needed outside regularly scheduled hours including weekends.
• Maintains confidentiality of all patients, clinical, and company information and data. Adheres to HIPAA guidelines.
• Perform other job-related duties as assigned.

Healthcare office concepts, practice, policies, and procedure

• Insurance verification procedures
• Microsoft Office Application (Word, Excel, Outlook)
• Providing exceptional customer service
• Verbal and written communications, including telephone and email etiquette and documentation
• Working independently in a fast-paced, multi-task clinical environment, as well as part of a team
• Effective Problem-solving techniques
• Work in a self-directed, organized manner
• Multitask while maintaining a strong attention to detail and accuracy
• Present information in a consistent, organized, and accurate manner
• Demonstrate flexibility and ingenuity in response to change
• Develop and maintain effective working relationship across the organization at various level, as well as with external customers
• Maintain Confidentiality

Education:

• High School Diploma (or equivalent) OR Certified Medical Administrative Assistant (CMAA) certification in lieu of HS Diploma (or equivalent)
  required
  .

Work Experience:

• One (1) year of demonstrated experience in an administrative position required
  .
• 1 year of experience in registration or front office duties in a physician’s office, hospital emergency department, and/or urgent care setting preferred.