Patient Access Representative

Position Summary

Responsible for accurately registering patients in the electronic health record, including validating patient information, verifying insurance coverage, collecting required payments, checking in and out, managing patient flow, collecting all required co‑pays, and handling paperwork for all patients with medical or behavioral health appointments, while ensuring the patient’s experience is exceptional at Crescent Care.

• Ensure smooth patient flow with prompt attention and check‑in for patients and appropriate interactions with involved staff.
• Follow all SOPs and training for pre‑registration, registration and payment collection.
• Communicate with supervisor about any tardiness or absences with as much notice as possible.
• Update billing alerts and patient telephone encounters for each patient encounter as appropriate.
• At the end of each day, review the schedule for the day and ensure all visits and cash collections are correctly processed.
• Work collaboratively with all members of the Crescent Care team to resolve issues.
• Actively provide solutions and ideas on how to improve and optimize the front desk operations.

• Provide excellent customer service in a diplomatic and compassionate manner when engaging in face‑to‑face, phone, and electronic contact with patients, Crescent Care staff, and all customers of Crescent Care.
• Incorporate customer service techniques in every interaction.
• Greet every customer (ex. patient, visitor, co‑worker, etc.) with a smile and verbal acknowledgement.
• Use active listening to address customer needs.
• Exhibit empathy to de‑escalate situations and recover service.
• Seize every opportunity to show customers you care.

• Perform all pre‑registration activities, including insurance verification, 1 to 2 days out on all assigned provider schedules.
• Review provider schedules daily to identify co‑pays, outstanding balances, validate listed insurances, and assure all annual documents are on file.
• Review payment plans and address any inconsistencies in payments.
• Review and resolve any account balances that appear inaccurate with designated Revenue Cycle staff before contacting the patient.
• Verify insurance and ensure it is correct and accurate in the electronic health record. Ensure that the correct insurance policy is listed as primary and secondary.
• If the patient has no insurance or the insurance is not correct, contact the patient to update insurance, financial information, or missing information in the demographics.
• Refer families without insurance to an Eligibility Specialist to assist the patient with applying for coverage.
• Educate and explain to the patient their coverage and expected out‑of‑pocket costs that may be associated with the visit and treatment, especially if they are out of network.
• If the patient has no income, remind the patient to bring applicable proof of income to apply for the sliding fee scale program.
• Ensure all demographic and insurance information is accurately collected in the electronic health record.

• Positively identify the patient.
• Solicit patient demographics at each visit and accurately enter and update all patient information into the electronic health record.
• Verify insurance and ensure all information is accurate in the electronic health record.
• Discuss coverage and expected out‑of‑pocket costs that may be associated with the visit or treatment and educate the patient about the cost.
• Collect any co‑pays and deductibles.
• Refer families without insurance to an Eligibility Specialist for further assistance.
• Apply the sliding fee scale process correctly.
• Refer patients to financial counseling as appropriate.
• Review required documents with the patient and obtain signatures.
• Scan and upload all documents in the correct location in the electronic health record.

• Address or resolve patient and/or insurance inquiries and refer for further assistance.
• Attend registration meetings to review goals and work toward problem resolution.

• Minimum of one year of experience in a customer service role or a patient‑facing health care role such as billing, front desk,…