SP CNA

Patient Access Representative

The Patient Access Representative serves as the first point of contact for patients and families. This role is responsible for patient registration, scheduling, insurance verification, appointment coordination, intake documentation, and front desk operations while delivering a positive patient experience. Success in this role requires professionalism, empathy, accuracy, organization, discretion, and the ability to manage multiple priorities in a busy healthcare environment.

This position may be located in hospitals, clinics, outpatient centers, imaging centers, dental practices, oncology groups, rehabilitation clinics, urgent care centers, specialty practices, senior care settings, or home health offices.

Core responsibilities include:

• Greeting patients and families in person, by phone, text, or digital communication channels.
• Scheduling, rescheduling, confirming, and coordinating appointments.
• Registering patients and verifying demographic, insurance, referral, and authorization information.
• Explaining appointment expectations, intake procedures, and required documentation.
• Collecting copays and patient payments in accordance with organizational policies.
• Maintaining accurate patient records while protecting confidential health information.
• Communicating effectively with clinical staff, providers, billing teams, referral sources, and patients.
• Assisting frustrated, anxious, or confused patients with patience and professionalism.
• Managing competing priorities such as phone calls, check-in lines, walk-ins, late arrivals, and provider schedule changes.
• Following HIPAA, privacy, documentation, and organizational service standards.
• Escalating patient concerns, scheduling conflicts, insurance issues, or safety concerns when appropriate.

Required qualifications include:

Education:

• High school diploma or equivalent.

Experience:

• Prior experience in healthcare front desk, patient access, medical office, scheduling, call center, or customer service preferred.
• Familiarity with insurance verification, referrals, authorizations, patient registration, and Electronic Health Record (EHR) systems preferred.

Skills & abilities:

• Strong communication and customer service skills.
• Excellent organization and attention to detail.
• Ability to manage multiple tasks while maintaining accuracy.
• Ability to handle confidential patient information appropriately.
• Ability to remain calm, polite, and professional with upset or anxious patients.
• Bilingual skills may be preferred depending on the patient population.