Patient Access and Financial Services Representative

The Financial Services Representative - Patient Access is responsible for supporting all aspects of the front-end revenue cycle, including patient registration, pre-registration, insurance verification, prior authorization coordination, financial clearance, patient financial counseling, and self-pay account follow-up for assigned service areas such as OR, MRI, PAT, and Detox.

This role serves as a key patient-facing representative, ensuring patient demographic, insurance, authorization, and financial information is accurate and complete prior to or at the time of service. Responsibilities include coordinating pre-registration activities, verifying insurance benefits, discussing estimates and patient financial responsibility, collecting payments, and documenting financial information.

The Financial Services Representative also assists patients with self-pay balances, payment arrangements, and account resolution while providing exceptional customer service. This position collaborates closely with clinical departments, physician offices, revenue cycle teams, business office staff, and external partners to support efficient patient access, reduce registration and billing errors, and promote a positive patient experience.

Required Qualifications:

High school diploma or equivalent credential1+ years of experience in patient access, registration, healthcare customer service, medical office support, revenue cycle, insurance verification, billing, or collections

Completes accurate and timely patient registration for assigned service areas, including OR, MRI, PAT, and Detox, by collecting and verifying demographic, insurance, guarantor, authorization, and financial information.

Assists with pre-registration workflows, including coordination with True Bridge, review of scheduled patients, identification of missing information, and follow-up to ensure accounts are complete prior to service.

Verifies insurance eligibility and benefits, including coverage status, deductibles, copayments, coinsurance, plan limitations, and patient financial responsibility.

Coordinates or assists with prior authorization and referral requirements by reviewing payer requirements, communicating with physician offices or appropriate parties, and escalating unresolved issues to leadership as needed.

Reviews patient accounts for financial clearance and works to resolve registration, insurance, authorization, or documentation issues before or at the time of service.

Communicates with patients regarding estimates, expected payment amounts, self-pay balances, payment options, payment arrangements, and financial counseling resources in a professional and compassionate manner.

Supports point-of-service and pre-service collection efforts by collecting payments, documenting financial conversations, issuing receipts as applicable, and following organizational cash-handling and collection procedures.

Works assigned self-pay collection accounts by contacting patients, reviewing balances, documenting account activity, establishing payment arrangements when appropriate, and escalating unresolved accounts according to department procedures.

Maintains accurate documentation of registration activity, insurance verification, authorization status, financial discussions, collection efforts, payment arrangements, and account follow-up.

Reviews daily schedules and assigned work queues to identify incomplete registrations, missing authorizations, self-pay accounts, pending insurance issues, or other items requiring follow-up.

Collaborates with Patient Access, Business Office, Revenue Cycle, clinical departments, physician offices, True Bridge, and other stakeholders to resolve barriers that may impact patient access, reimbursement, or account resolution.

Provides courteous and professional service to patients, caregivers, visitors, and internal customers while promoting a positive patient experience.

Maintains compliance with HIPAA, patient privacy, departmental procedures, financial collection guidelines, and organizational policies.

Performs general administrative and clerical duties as needed to support departmental operations, including scanning, filing, answering phones, routine calls, and preparing patient documentation.

Performs other duties and projects as assigned.