Patient Access Representative

JOB TITLE:

Patient Access Representative – Urgent Care 0.8 FTE

Rotating weekend shift

Works on holidays except for Thanksgiving and Christmas Day

This position is located in the Clinics Department. The Patient Access Representative interviews patients and their families to collect required demographic and financial information and completes admission and registration forms. This role provides front-line customer service, including reception and registration, while performing clerical duties, facilitating communication, and serving as a liaison for Clinics staff. The Patient Access Representative ensures accurate data entry, assists with scheduling and follow‑up, and supports efficient patient flow in a fast‑paced urgent care environment, maintaining professionalism, confidentiality, and adherence to organizational policies.

We exhibit integrity, transparency and compassion in every interaction.

• Greet patients professionally and create a welcoming, supportive environment
• Register patients accurately and verify insurance while ensuring confidentiality
• Communicate wait times, processes, and next steps clearly to manage expectations
• Address patient concerns with empathy and professionalism
• Collaborate with clinical staff to support efficient patient flow

We have high standards and seek continuous improvement.

• Deliver consistently high-quality, patient-centered service at every interaction
• Maintain accuracy and attention to detail in registration and documentation
• Communicate clearly and proactively to enhance the patient experience
• Uphold compliance, professionalism, and organizational standards
• Support team excellence through collaboration and continuous improvement

We lead with creativity, agility and think bold in our approach.

• Embrace new tools, workflows, and technologies to improve patient access and front-end efficiency
• Identify opportunities to streamline registration, scheduling, and communication processes
• Adapt quickly to change while maintaining a high standard of patient service
• Share ideas and feedback to support continuous improvement and innovation
• Collaborate with clinical and operational teams to enhance the patient experience

We build strong relationships with our patients, their families and partners in the communities we serve.

• Build respectful, trusting relationships with patients through compassionate and attentive service
• Communicate clearly and empathetically to understand patient needs and concerns
• Serve as a reliable point of contact, ensuring patients feel informed and supported
• Collaborate with care teams to create a coordinated, patient-focused experience
• Foster a welcoming environment that reflects empathy, inclusivity, and respect

High School or GED

N/A

N/A

N/A

At least 1-2 years of healthcare customer service experience required.

• Possess effective time management, organization, and situational awareness skills in a fast-paced environment
• Working knowledge of Microsoft Office
• Demonstrates effective verbal, written, and telephone communication skills
• Understanding of HIPAA and EMTALA rules
• Analytical skills to read and understand instructions, add and subtract numbers, and make relatively straight-forward comparisons between numbers and letters.
• Typing and/or computer skills
• Communication skills necessary to explain policies or procedures, relay patients’ needs to appropriate personnel, or otherwise communicate with others in situations requiring sensitivity and tact.
• Work is performed in accordance with instructions and procedures but incumbents must organize the work, set priorities, and request occasional exceptions when necessary.

• Office and clinical settings with potential exposure to patient care areas
• Flexibility to work extended hours as needed

• Ability to work in a fast-paced environment and handle multiple priorities
• May require occasional travel between facility locations

Please note this job description is not designed to…