Patient Access Representative

1. Position Summary:

The Patient Access Representative (PAR) provides support to the medical/administrative staff by ensuring efficient clinic work flow through coordinating with clinical staff to schedule/reschedule patient appointments, answer organizational telephone calls, returning patient calls, providing patients with needed information regarding appointments and services necessary to assist in the scheduling and preparation for a visit, scheduling follow-up appointments when necessary and notifying patients of outstanding balances as part of revenue cycle management. The Patient Access Representative gathers pertinent information from the patient to include all demographic information (such as name, date of birth, and insurance coverage) to ensure that financial obligations and other requirements are met at each visit. The PAR should be detailed oriented with great interpersonal skills and must provide excellent customer service to all patients, staff and visitors. Bilingual PARs will provide translation/interpretation as needed.

1. Essential Functions/Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ensures patient confidentiality and adheres to all HIPAA guidelines/regulations.

• Protects/observes patient confidentiality per policies and procedures.
• Provides excellent customer service to all patients, visitors, and co-workers.

• Answering telephone in a timely, courteous and professional manner, addressing questions and responding to general patient inquiries and directing calls to appropriate staff, as needed.
• Informs patients of late arrival, cancelation and rescheduling policy.
• Calls No-Show appointments to reschedule, identifies any barriers to care and make appropriate notations in the EHR.
• Schedules appointments and records pertinent, relevant demographic information in Practice Management System.
• Obtains and verifies current patient demographic information, to include email address and advises patient on how to access the patient portal. Able to articulate to patients how demographic information is used for reporting measures.
• Identifies payer source, verifies insurance eligibility, financial status, assigns correct pay type, and advises each patient of Sliding Scale Fee Program. Obtains authorization for dates of service.

• Accurately enters/updates patient information in EHR.
• Assists patients with completion of paperwork when necessary.
• Observes patients in waiting area and reports any apparent illness or distress to clinical staff.
• Processes School/Work excuses as directed by provider.
• Prints schedules for upcoming appointments and participates in daily huddles with clinical staff.
• Maintains copies and scans of patient files in EHR and other documentation as needed.
• Collects payments, post charges to patient accounts, accurately manage cash drawers, and refer patient to financial counselor per policies and procedures. Accurately reconciles charges for the day.
• Accurately prepares daily deposits.

• Accurately takes messages and conveys information to recipient.
• Uses computer daily including email, Word documents, Patient Management System, as required.
• Participates in the community health center's quality assurance activities and performs duties in accordance with applicable standards.
• Maintains excellent and punctual attendance.
• Attends meetings as relevant or required.
• Abides by Corporate Compliance Program and other agency policies and procedures.
• Performs other necessary duties as required by the Executive Administration Office and Operations to meet the goals of providing primary health care services.

Skills/Certifications

• High School Diploma or equivalent
• Associate degree preferred
• Basic Life Support techniques
• Additional appropriate education may be substituted for one year of billing experience.
• Medical Office Experience preferred
• Knowledge of business office procedures
• Maintaining confidentiality of work-related information and materials, and HIPPA.
• Establishing and maintaining effective working relationships
• Effectively using interpersonal and communications skills including tact and diplomacy.

• The ability to communicate effectively with patients, staff, and all visitors in a culturally competent and respectful manner.
• Has the ability to effectively perform multiple duties to maintain office workflow.
• Ability to perform basic mathematical functions consistently and correctly.
• Computer literate with the ability to learn EHR software applications. Duties require professional verbal & written communication skills and the ability to type 30 wpm.
• Responsible for cleaning workspace and light cleaning to front desk and lobby areas as instructed by supervisor.

COMPANY CONFORMANCE STATEMENT

In the performance of their respective position assignments all employees are expected to conform to the following:

• RHS's policies and procedures.
• RHS's confidentiality and professional provisions.
• RHS's compliance program.
• RHS's standards of conduct.

DISCLAIMER

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required and the responsibilities of the position may change.