Patient Access Representative

Patient Access Associate

Minimum Hiring Wage: From $18.89 per hour

Scheduled Hours: 5:45am - 6:15pm or 8:30am - 5:00pm (occasional 4-hour shift)*Every 3rd Wednesday, Friday and weekend is required

Job Description:

The Patient Access Associate serves as the first point of contact for patients, families, and visitors, ensuring a welcoming and efficient experience. Responsibilities include handling patient registration, scheduling appointments, coordinating with clinical teams, verifying patient demographics and insurance information, collecting payments, compliance with all state and federal regulations, obtaining signatures for required consents, and managing patient data with accuracy and confidentiality. The associate is responsible for providing exceptional customer service, effectively communicating with clinical staff, and addressing patient inquiries or concerns. This role requires proficient organizational skills, attention to detail, effective communication, the ability to manage multiple tasks in a fast-paced environment, and a commitment to upholding the organization's standards for patient care and satisfaction.

What You Will Do:

• Serve as the first point of contact for patients, families, and visitors, providing a welcoming and professional experience.
• Register patients efficiently and accurately, collecting all necessary personal and medical information.
• Schedule patient appointments and coordinate with clinical teams to optimize work flow and resource utilization and prepare and distribute appointment reminders and follow-up communications to patients.
• Confirm patient demographics and insurance details, including securing necessary insurance prior authorizations and verify insurance benefits and eligibility to facilitate smooth billing and claims processing.
• Collect and process payments, including co-pays and outstanding balances, in a timely and accurate manner.
• Obtain signatures for required consents and legal documentation, ensuring compliance with organizational policies.
• Handle incoming calls by providing information, directing callers to the appropriate department or personnel, and accurately recording and relaying messages.
• Maintain strict confidentiality of patient information and manage data with precision and care; update and maintain accurate patient records and documentation in the electronic medical system.
• Ensure compliance with all applicable state and federal regulations related to patient access and data privacy.
• Address and resolve patient inquiries, concerns, or complaints promptly and courteously.
• Effectively communicate with clinical and administrative staff to coordinate patient care and manage work flow.
• Provide exceptional customer service, ensuring a positive experience for all patients and visitors.
• Assist in troubleshooting and resolving registration or scheduling issues, escalating when necessary.
• Verify provider orders to ensure all requirements are met, including accuracy, completeness, and compliance with organizational policies and external regulations. Confirm and validate orders from outside providers (Conversion Physicians) to ensure proper documentation and authorization.
• Manage multiple tasks simultaneously while maintaining attention to detail and accuracy.
• Monitor and manage appointment availability, making adjustments as needed to accommodate patient needs.
• Educate patients on organizational procedures, financial policies, and available resources or assistance programs.
• Collaborate with clinical teams to ensure that pre-registration and pre-visit requirements are completed.
• Maintain a clean and organized work area, ensuring it meets the organization's standards for safety and efficiency.
• Operate a multi-line switchboard to manage calls and announce emergency codes overhead, when required.

Qualifications:

• H.S. Diploma or General Education Degree (GED) (preferred)
• Less than 1-year previous healthcare experience (preferred)
• Technical Skills: Proficiency in using electronic medical record (EMR) systems and scheduling software.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally with patients, staff, and healthcare providers.
• Customer Service: Proficient commitment to providing high-quality customer service and ensuring a positive patient experience.
• Organizational Skills: Exceptional organizational and time management skills, with the ability to prioritize and handle multiple tasks in a fast-paced environment.
• Attention to Detail: High level of accuracy and attention to detail when handling patient information and scheduling.
• Problem-Solving: Ability to identify and resolve conflicts and other issues efficiently.
• Interpersonal Skills: Ability to work collaboratively as part of a healthcare team and maintain a professional and courteous demeanor.
• Regulatory Knowledge: Familiarity with HIPAA regulations and other healthcare privacy and security requirements.
• Insurance Knowledge: Understanding of insurance verification processes, good faith estimates, and prior authorizations.
• Adaptability: Flexibility to adapt to changes in scheduling needs and department priorities.
• Computer Proficiency: Competence with Microsoft Office Suite (Word, Excel, Outlook) and general computer skills.
• Multitasking: Ability to manage a high volume of requests and administrative tasks simultaneously.
• Emotional Intelligence: Demonstrated ability to handle sensitive and confidential information with discretion.
• Work Ethic: Reliable, punctual, and committed to maintaining a high standard of work.

Benefits:

• Competitive base pay
• Matching retirement programs
• Health, Dental and Vision plans
• Health Savings and Flexible Spending Accounts
• Employee discounts including car rental, cell-phone plans
• Employer-paid, Long-Term Disability, Life, and AD&D
• Paid time off (PTO)
• Education Assistance Program
• Employee Assistance Program
• Employee Referral Bonus Program
• Discounted cafeteria meals
• Paid Parental Leave
• Employee Service Recognition program
• Voluntary plans including: Life, AD&D, Short-Term Disability, Critical Illness, Accident, Insurance, and Hospital Indemnity

Great River Health and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.