Patient Access Representative (Check in/out)

JOB TITLE: Patient Access Representative Check In/Out

REPORTS TO: Patient Access Manager

DEPARTMENT/LOCATION: Clinical, On-Site 

JOB CLASSIFICATION: Permanent, Full-Time, Non-Exempt

REQUIREMENTS: None

LAST MODIFIED: 9/24/2026

POSITION SUMMARY 

As a healthcare Patient Access Representative, you will be an important part of promoting our mission to provide compassionate, world-class urologic care and exceptional experiences for our patients, employees and partners. You will attend to our patients on the phone and in person at the patient reception desk. You will coordinate appointments and documentation and be responsible for successfully managing large amounts of inbound and outbound calls. This will include following communication scripts, handling different topics, and acting as a liaison between UCI and our patients. In addition, you will be responsible for evaluating documents to ensure that appropriate information has been obtained.

ESSENTIAL FUNCTIONS

· Check in/out patients and complete patient registration.

· Manage patient flow by providing timely check-in procedures upon arrival and notifying medical support staff of patient arrival.

· Update patient tracking in EMR.

· Instruct new patients in completion of medical history and information forms. Ensure that all forms are filled out.

· Notify and promote the patient portal with the patients.

· Verify that forms are filled out entirely.

· Update required forms for patients per practice protocol for the following forms: Consent, HIPAA, Financial, Demographics, etc…

· Maintain accuracy of patient demographic, pharmacy, PCP and insurance information by verifying this information at each patient encounter.

· Maintains accuracy of insurance, patient billing, and contact information by correctly entering patient demographic and insurance information into the computer system.

· Scan insurance cards and driver’s license for all patients.

· Schedule patient appointments within operational standards and documents appropriately.

· Complete insurance verification prior to patients visit to determine coverage and benefit limits.

· Ensures that referrals are received or waiver is signed prior to patient being seen in absence of required referral to ensure payments are received for services rendered.

· Enter referral into account and scan referral document. Link referral to appointment.

· Collect copays, deductibles, coinsurance and past due balances prior to the patient being seen.

· Scan documents, work on ROIs.

· Complete all tasks within the timelines established by the practice.

· Document no shows in EMR or paper chart and route task or chart to the provider to sign.

· Maintains patient confidentiality. To inform the patients if there is a wait time for the appointment or to reschedule cancelled appointments. In such cases, the receptionist must be courteous, apologize for the inconvenience caused, and assure the patient that the appointment will be rescheduled.

· Perform accurate, timely documentation of information received via phone while demonstrating understanding and accurate interpretation of regulatory and accreditation standards, Health Services guidelines, and HIPAA requirements.

· Monitor existing templates and maintain daily appropriateness of schedules.

· Performs accurate and timely documentation of all information while demonstrating understanding and accurate interpretation of regulatory accreditation standards, Health Service guidelines and HIPAA requirements.

· Utilizes resources effectively and independently.

· Self-motivated, self-directed, lifelong learner.

· Other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

• Minimum two years of medical office experience.
• Working knowledge of general office duties.
• Working knowledge of contracted insurance plans.
• Good verbal and written communication skills.
• Good telephone skills.
• Demonstrated ability to use a computer with Microsoft Word, Outlook and EMR software.
• Excellent customer service skills.
• Strong organizational skills with the ability to multi-task.
• Ability to maintain confidentiality and thorough knowledge of HIPAA policies and procedures.
• Experience working within a production environment with production & quality metrics.
• Demonstrated ability to apply critical thinking to resolve issues and conflicts while maintaining composure and confidence.
• Ability to prioritize work and meet deadlines.
• Strong written and verbal communication skills with the ability to effectively communicate to varying audiences.
• Excellent attendance and punctuality.
• Must be comfortable working in a high volume, fast-paced environment.

WORKING ENVIRONMENT 

This role is based in a fast-paced, patient-focused urology clinic where collaboration is key. Our team of physicians, nurses, and support staff work together in a modern facility equipped with an EHR system and on-site diagnostic services. The atmosphere is professional yet warm, with a shared commitment to delivering compassionate, high-quality care to a diverse patient population. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specific vision abilities required by this job include close vision and distance vision. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; stand; walk; reach with hands and arms to stoop, kneel and crouch.

COMPANY OVERVIEW  

OUR MISSION:  To provide compassionate, world-class urologic care and exceptional experiences for our patients, employees and partners.

OUR VISION: Curing the world of urologic disorders, one person at a time.

OUR VALUES :   At UCI, we are passionate about patient experience and making the healthcare journey from diagnosis through treatment as easy and stress-free as possible! Through unmatched integration and access for patients, partner hospitals and other physicians in the community, we provide world-class urologic care in an attentive environment where you are at the center of all we do.