Patient Access Representative

Reports To: Supervisor or Manager

Department: Patient Access Services

Location: Beacon Health System

The Patient Access Representative ensures accurate and timely patient registration and pre-registration in accordance with Beacon’s policies and procedures. This role involves insurance verification, benefit determination, point-of-service collections, order management, and high-level patient interaction with professionalism and courtesy.

Beacon Mission, Values, and Service Goals
Mission:
Deliver outstanding care, inspire health, and connect with heart.
Values:
Trust
· Respect
· Integrity
· Compassion
Service Goals:
Personally connect
· Keep everyone informed
· Be on their team

• Patient Registration & Pre-Registration
  • Follow standard procedures to register patients accurately and efficiently.
  • Verify and update patient demographics and insurance information.
  • Collect and post co-pays, deductibles, and other balances.
  • Utilize the R1 tool for insurance verification and STAR Navigator for insurance plan confirmation.
  • Provide patients with appropriate forms (e.g., ABNs, Medicare Notices).
  • Ensure all necessary documents are signed, scanned, and stored in the patient’s electronic file.
  • Maintain HIPAA compliance at all times.
• Check-In Process
  • Identify pre-registered and walk-in patients via PHS and the appointment schedule.
  • Confirm completeness of physician orders and demographic data.
  • Ensure the correct patient type, service codes, and accommodation codes are used.
• Order Management
  • Print, review, and process daily outpatient orders from Care Ready or Cerner.
  • Proactively follow up on missing orders for scheduled procedures.
  • Manage orders efficiently and ensure alignment with HIM and clinical standards.
• Bed Control (as applicable)
  • Convert patient types and update bed assignments accurately.
  • Monitor daily admissions and special accommodation requirements.
  • Handle calls related to transfers and coordinate hospitalist updates.
• Team Leadership (if applicable)
  • Support training and mentoring of new staff.
  • Assist in scheduling and workload balancing using Active Staffer.
  • Promote departmental policies and positive work culture.
  • Serve as a role model for professionalism and problem-solving.
• Communication & Customer Service
  • Greet patients and visitors courteously and respond to inquiries.
  • Inform patients of wait times and delays.
  • Collaborate across departments to resolve issues.
  • Answer incoming calls within three rings and route appropriately.
• Organizational Responsibilities
  • Attend all department meetings and complete required training on time.
  • Maintain current certifications and health requirements.
  • Comply with safety, regulatory, and compliance guidelines.
  • Be available for overtime and flexible shifts as required.

• High school diploma or equivalent required; additional education preferred.
• Minimum 1 year of clerical or computer experience preferred.
• Must complete a Medical Terminology course within the first year.
• CHAA and/or CMA certification highly preferred.

• Proficiency in Microsoft Office and patient management systems (STAR Navigator, Cerner, Rev Spring, etc.).
• Typing speed of at least 40 WPM.
• Strong understanding of insurance processes, eligibility, and collections.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to handle confidential information and high-stress situations professionally.
• Must exhibit cultural sensitivity and effective listening.

• Environment includes patient care areas with potential exposure to bio hazards.
• Must accommodate a flexible schedule including weekends and holidays.
• Must be able to multitask in a high-volume, fast-paced environment.

• Must be able to lift up to 25 lbs., walk moderate distances, bend, stoop, and stand for extended periods.

• Operational Excellence
• Leverage innovation
• Cultivate talent
• Drive performance improvement
• Build accountability
• Utilize information to advance care
• Communicate clearly and consistently

Beacon Health System