Patient Access Concierge; Remote): Experienced

Patient Access Concierge (Remote):
Experienced

Location: United States | Remote

Summary

The Patient Access Concierge independently manages a broader range of patient access activities, including patient registration, insurance verification, appointment scheduling, and prior authorizations, with minimal oversight.

You will serve as a knowledgeable resource for patients, providers, clients, and newer team members, resolving more advanced insurance and scheduling issues and helping spot opportunities to improve workflows. This role suits someone who has mastered the fundamentals and is ready to work with greater independence, take on more complex cases, and begin informally mentoring others.

Responsibilities

• Accurately collect, verify, and maintain patient demographic, insurance, and clinical information.
• Review patient accounts for completeness and resolve registration discrepancies prior to scheduled services.
• Ensure all required documentation is complete and accurately recorded.

Insurance Verification and Prior Authorizations

• Verify insurance eligibility, benefits, referrals, and authorization requirements across a variety of payer types.
• Obtain, monitor, and document prior authorizations and referrals while ensuring payer requirements are met.
• Investigate and resolve complex insurance eligibility, authorization, and coverage issues independently.
• Communicate authorization requirements, financial responsibility, and coverage concerns to patients, providers, and internal stakeholders.

Scheduling and Customer Service

• Schedule, reschedule, and coordinate appointments while following client and provider scheduling guidelines.
• Serve as a point of contact for escalated patient, provider, and client inquiries.
• Deliver exceptional customer service while resolving complex scheduling and patient access issues.
• Build collaborative relationships with provider offices, insurance carriers, and internal departments to support timely patient care.

Documentation and Compliance

• Maintain complete, accurate, and timely documentation within all assigned systems.
• Ensure compliance with HIPAA, client requirements, payer guidelines, and organizational policies.
• Identify documentation or workflow issues and take appropriate corrective action.

Operational Excellence

• Meet and exceed established productivity, quality, attendance, and service expectations, along with all other relevant team metrics.
• Assist with onboarding and training of new team members by sharing knowledge and best practices.
• Identify workflow inefficiencies and recommend process improvements that enhance operational performance.
• Adapt to changing payer requirements, client expectations, and operational priorities.
• Participate in departmental meetings, quality initiatives, and continuous improvement efforts.
• Perform other duties as assigned.

Qualifications and Experience

• High School Diploma or GED required.
• One to four years of Patient Access, Medical Scheduling, Registration, or related healthcare experience required.
• Demonstrated ability to independently verify insurance eligibility, obtain prior authorizations, and manage appointment scheduling.
• Experience resolving moderately complex insurance, authorization, or patient access issues with minimal guidance.
• Experience using electronic medical record (EMR) systems such as Epic or Cerner preferred.
• Working knowledge of commercial insurance, Medicare, Medicaid, and managed care plans.
• Excellent customer service, communication, organizational, and problem solving skills.
• Proficiency with Microsoft Office and web based healthcare applications.
• Ability to manage multiple priorities while maintaining a high level of accuracy and professionalism.
• Ability to work independently in a remote environment with limited day to day oversight.

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