Patient Access Specialist

Job Details

Job Location: Salisbury, NC 28144

Job Title: Patient Access Representative

Department: Patient Access

Reports To: Office Manager

FLSA Status: Full time – Non-Exempt

The Patient Access Representative position encompasses several jobs – Front Desk Check In, Scheduling, Medical Records, and Referrals. Although you may work in one job area primarily, you will be cross trained over time to be able to work in the other jobs. The main functions of this role are described in detail below.

• Adult – Family/Visitors – Geriatric
• Physicians – Team Members
• Social Work Team – Community Agencies

• Friendly and detail orientated.
• Duties will include but are not limited to checking patients in and out.
• Scheduling patients for all appointment types.
• Collecting copays/balances, current insurance cards, insurance eligibility, and filing claims, scanning all applicable paperwork into patient’s chart.
• Answer incoming patient telephone calls to the Front Desk Hunt Group in a timely manner (Front desk calls and portal question calls).
• Assign and/or answer unassigned Klara messages.
• Following all safety and sanitation guidelines for self, staff and patients.
• Effective communication with all staff and patients.
• Working as a team player with fellow front desk members.
• Ability to alphabetize and put information (materials, forms, etc.) into chronological order.
• Ability to schedule time and assignments effectively.
• Ability to multitask effectively, dealing with phone calls, staff, patient communication.
• Ability to communicate calmly and clearly with patients about appointments in all circumstances, including when they are ill or have an emergency.
• Ability to analyze situations and respond appropriately.
• Adapting to busy high-volume environments.
• Other duties as assigned.
• Equipment Operated:
  Range of medical records equipment and supplies, including computer hardware/software, manual files, scanners, and printers.

• Assembles patients’ health information including patient symptoms and medical history, exam results, X-ray reports, lab tests, diagnoses, and treatment plans. Checks to ensure all forms are completed, properly identified, and signed and that all necessary information is in the EHR (Electronic Health Record).
• Communicates as needed with physicians and other health care professionals to obtain any additional information needed.
• Submits files/documentation to physicians and other clinicians as requested for review, quality assurance checks, and other purposes.
• Provides charts/documents requested for use in legal actions, following patient consent and confidentiality protocols.
• Schedules appointments for patients when they call. If medical practice offers after‑hours/one‑day appointments, schedules these appointments following urgent/emergency protocols, which may mean scheduling the patient with a physician or nurse practitioner other than their primary physician.
• Uses Electronic Health Record to match physician/clinician availability with patient’s preferences in terms of date, time and patient need.
• Ensures that all cancellations or reschedules are properly recorded.
• Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling.
• Consults with Office Manager about any system problems.
• Use customer service principles and techniques to deal with patients calmly and pleasantly.
• Receive and process referral orders from PCP physicians.
• Verify patient insurance eligibility and referral requirements.
• Initiate and manage electronic and paper‑based referral processes.
• Schedule appointments with specialists and communicate appointment details to patients.
• Obtain necessary prior authorizations and pre‑certifications from insurance companies.
• Track referral status and follow up on pending referrals.
• Maintain accurate and up‑to‑date referral records in the electronic health record (EHR).
• Provide clear and concise information to patients regarding the referral process.
• Answer patient questions and address concerns related to referrals.
• Assist patients with scheduling appointments and navigating the…