Patient Access Representative; Part-time

Job Description

Patient Access Representative (Part‑time | 12 hours per week) – 2400033F

This position reports to the Patient Access Supervisor or Manager. The role delivers patient services and administrative support in ancillary operations, interacting with parents, patients, physicians, and other staff in a courteous manner. The representative may schedule ancillary appointments, float to ancillary patient access areas as needed, and serves as the next step in the career ladder to Senior Patient Access Rep.

• Demonstrate accuracy of scheduling patients using the applicable scheduling system; verify charge codes correspond with diagnostic codes and enter information into the billing/registration system.
• Complete computer‑aided, on‑line registration screens with the parent/guardian via telephone or in person in a professional and courteous manner.
• Collect accurate demographic and insurance information, update systems as needed, and perform bedside registration for ED patients.
• Reschedule appointments for patients who did not show or for ancillary service cancellations by providers/technologists; schedule follow‑up appointments at checkout if applicable.
• Greet patients and parents courteously and place the patient in the appropriate system based on departmental policy.
• Obtain required consents for the department and ensure distribution of compliance‐related materials (HIPAA Privacy Notice, Patient Rights). Capture a copy of insurance card and photo  the medical record, ensure appropriate copies to the insurance company and CNMC HIM department, and complete all documentation per department policy and procedure.
• Respond to patient portal work lists (appointment requests, fax queues, email requests, etc.; may include messaging center work lists in the future).

• Verify insurance eligibility using the applicable eligibility system; adhere to managed care carve‑outs (lab and radiology).
• Advise leadership of any authorization issues at check‑in; identify surgeries/diagnostic testing requiring authorization and contact the provider’s office or scheduling coordinator to resolve issues without delaying patient care.
• Notify parents of the need for completed insurance referral or pre‑authorization prior to scheduled/unscheduled appointments.
• Discuss co‑payment, deposits, payment in full, or past‑due balance collections with parents in a professional and courteous manner.
• Refer parents to the Financial Information Center for payment scheduling or method of payment.
• Verify insurance information is complete prior to procedure and collect pre‑authorization/referral information; obtain authorizations at least 5 days in advance of service.
• Utilize all systems that store patient information (EPRS, SCI, Cerner, IDX, McKesson, etc.) to ensure systems are in sync.

• Collect and record co‑payments, deposits, and full payments and provide the payer with a receipt; help the department achieve 85% of the collection target.
• Maintain departmental cash control and collection requirements.

• For ancillary services, ensure all applicable orders/scripts/referrals are obtained before services are rendered.
• Appropriately clear walk‑in visits and link scheduled/unscheduled appointments to the scheduling system.
• Perform daily quality review of all registration processed in real time.

• Answer telephone calls and address caller needs appropriately; avoid transferring calls when better service can be provided to families; meet departmental ACD policy standards if applicable; manage voicemail messages within the same business day.
• Distribute mail and process returned mail as needed.
• All staff are responsible for information distributed via e‑mail; staff should check work email at least three times daily and respond within 24 hours (or next business day).
• Maintain office files and supplies at PAR levels.
• Maintain a clean reception area and workspace.
• Provide other support as needed.

• Anticipate and respond to customer needs; follow up until needs are…