Patient Access Representative

Description

The Patient Access Representative plays a critical role in delivering patient-centered, coordinated, team-based care at Valley View Health Centers. Reporting to the Patient Access Coordinator, this position is responsible for efficient and professional front desk operations, including patient registration, scheduling, insurance verification, document management, and customer service. This role supports VVHC's mission by demonstrating customer focus, accountability, innovation, excellence, and integrity in every patient interaction.
Functional Area: Patient Registration

Estimated Effort: 45%

Responsibilities, Deliverables, Outcomes and Expectations:

• Ensure patients have access to insurance enrollment and program information necessary to cover services.
• Accurately enter and maintain patient demographic and insurance information in the practice management system.
• Verify third-party coverage, eligibility, and authorizations; manually verify eligibility when EHR systems do not respond.
• Schedule appointments accurately for multiple providers.
• Accurately post copays and patient payments.
• Transfer and manage incoming calls appropriately.
• Scan documents accurately into the EHR system.
• Enter telephone encounters accurately into the EHR.
• Explain Sliding Fee Scale policies and answer patient questions.
• Assist patients with required paperwork.
• Identify patients meeting qualifying criteria for assistance programs.
• Answer phones promptly, professionally, and courteously.
• Work a full-time clerical/administrative schedule within the Patient Access Department.

Functional Area: Front Office Operations

Estimated Effort: 45%

Responsibilities, Deliverables, Outcomes and Expectations:

• Work with the Patient Access Coordinator and Manager to maintain denial rates at or below established thresholds.
• Ensure compliance with Sliding Fee Scale policies and procedures.
• Greet, direct, and assist patients and visitors in a professional manner.
• Balance cash drawers and deposits accurately; monitor department cash flow.
• Complete daily bank deposits as assigned.
• Maintain strong written and verbal communication skills and computer literacy.
• Understand and comply with daily registration audits.
• Travel to other sites as required for work, meetings, or training.
• Review and respond to emails daily.
• Assist patients with billing questions and concerns.
• Multi-task effectively in a fast-paced environment.
• Operate standard office equipment including computers, printers, scanners, fax machines, and voicemail systems.
• Work independently with minimal supervision while collaborating effectively with team members.
• Participate in Saturday front office coverage rotations.
• Submit leave requests at least 14 days in advance.
• Handle patient complaints as opportunities to improve patient satisfaction.
• Learn and apply policies and procedures accurately.
• Support departmental goals and enhance overall health center operations.
• Serve as a representative of VVHC/CAC on assigned committees.
• Perform other duties as assigned.

Functional Area: Agency Service

Estimated Effort: 10%

Responsibilities, Deliverables, Outcomes and Expectations:

• Perform duties as assigned to support the mission, vision, and operations of the Community Action Committee of Pike County and Valley View Health Centers.

Minimum Requirements

Education:
High School Diploma or equivalent.

Job-Related Experience:

• Demonstrated typing competency (minimum 30 WPM).

People Management Experience:
Not applicable.

Licenses, Certifications, and Accreditations:

• Valid driver's license.
• Proof of automobile insurance.
• Insurable under agency insurance policy.
• Reliable transportation.
• Compliance with VVHC employee uniform/attire policy.

Preferred Qualifications

• Prior experience with electronic medical records.
• Three (3) years of customer service experience.

Working Conditions

This position operates primarily indoors in a climate-controlled office environment. Duties require regular sitting, close vision, and use of hands and fingers to handle tools and office equipment. The role involves frequent communication with patients and staff. Employees regularly lift up to 10 pounds and occasionally up to 25 pounds. Occasional movement between work areas or sites may be required, with potential exposure to varied environmental conditions.