PATIENT ACCESS REPRESENTATIVE

Patient Access Representative

The Patient Access Representative plays a vital role in ensuring an efficient and accurate patient registration process while delivering exceptional customer service. This role supports both the hospital department (which operates 24/7) and outpatient clinics (which operate during scheduled hours). Staff will be scheduled according to the needs of both areas. Representatives are cross-trained across multiple registration areas, requiring flexibility and adaptability to support patient care across all settings.

Key Responsibilities:

• Facilitate registration ensuring accurate and timely registration and completion of forms.
• Ensure accurate data collection and entry of both demographic and financial information.
• Conduct overhead paging announcements as required at hospital.
• Respond to patient, visitor, and vendor inquiries in accordance with hospital policies and procedures.
• Facilitate vendor sign-in and ensure compliance with hospital protocols.
• Greet and direct all visitors, providing a welcoming and professional first point of contact.
• Perform patient check-in, check-out, and registration accurately and efficiently across various departments and clinics.
• Cross-train across multiple registration areas to provide coverage as scheduled.
• Process co-pays, provide financial assistance guidance, and support patient financial clearance efforts.
• Maintain strict compliance with HIPAA regulations and organizational policies.
• Address and resolve patient inquiries, ensuring a high standard of customer service.
• Work collaboratively with clinical and administrative teams to optimize the patient access process.
• Utilize electronic health records (EHR) and other hospital information systems proficiently.
• Demonstrate professionalism, accountability, and a patient-centered approach in all interactions.
• Answer and operate the hospital switchboard and hospital/clinic phones efficiently, directing calls as necessary (Emergency Check-in only).

Work Schedule: Department is 24/7; position is required to work any shift necessary to support our patient volumes.

Skills and Abilities:

• Education: High school diploma or equivalent required; Associates degree in healthcare administration or related field preferred.
• Experience: Minimum of 1-2 years of experience in patient registration, healthcare customer service, or a related field. Strong understanding of medical insurance verification, billing processes, and hospital registration workflows.
• Ability to work flexible schedules to support registration areas.
• Excellent communication, problem-solving, and multitasking skills.
• Proficiency in electronic health records (EHR) systems and hospital information software.
• Ability to work independently and as part of a dynamic team in a fast-paced environment.
• Computer Skills: Proficient in Microsoft Office, email and basic computer skills for other software used throughout the hospital for your area of responsibility.

Other Requirements: Representatives are expected to meet performance goals while demonstrating teamwork, professionalism, and adaptability across both hospital and clinic registration areas. Staff schedules will be assigned based on departmental and clinic needs to ensure smooth patient flow and balanced workload coverage. Annual evaluations will focus on accuracy, customer service, teamwork, adaptability, and contributions to department and clinic success. Opportunities for growth and development will be provided through training, cross-coverage, and ongoing feedback to support professional advancement. Consistently meeting expectations demonstrates readiness for greater responsibility and continued career growth within the organization.