Intake Patient Access Representative

KCHC and Pillar Health are currently growing to meet the needs of our community and we are seeking new team members! If you are interested in a career at KCHC or Pillar Health, please feel free to check the available openings below. Position: Intake Patient Access Representative Location: 4006 Washington Rd Job Id: 219 # of Openings: 2 Pillar Health, A Division of KCHC is seeking Intake Patient Access Representatives.

POSITION SUMMARY

The Intake Patient Access Representative (IPAR) serves as the first point of contact for patients seeking care and plays a critical role in ensuring timely access to services. This position is responsible for registering new patients, scheduling appointments, verifying insurance coverage, conducting inbound and outbound patient communications, addressing non-clinical patient inquiries, identifying barriers to care, and assisting patients with account related questions. The IPAR guides patients through the intake process, helps patients understand available services and resources, and coordinates pre-visit activities to ensure a seamless patient experience. This position works closely with clinical and non-clinical team members to support access, patient satisfaction, revenue cycle integrity, and organizational goals. The Intake Department operates in a fast paced environment requiring strong customer service skills, attention to detail, sound judgment, and the ability to efficiently manage multiple priorities while maintaining a positive patient experience.

ESSENTIAL FUNCTIONS/KEY COMPETENCIES

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time. Patient Registration and Intake Register new patients accurately and efficiently within the electronic health record (EHR). Collect, verify, and update patient demographic, guarantor, insurance, emergency contact, and communication preference information. Inform patient of required registration forms, consents, and documentation to be completed prior to visit. Maintain data integrity by reviewing and correcting registration information as needed. Document patient interactions accurately and completely within designated systems, including missing patient information. Appointment Scheduling and Access Management Schedule, reschedule, and cancel appointments according to organizational scheduling guidelines. Match patients with appropriate providers, services, appointment types, and locations based on established protocols. Educate patients regarding appointment preparation requirements and organizational expectations. Support organizational goals related to timely access and continuity of care. Answer inbound calls in a professional, courteous, and timely manner. Conduct outbound calls related to scheduling, registration completion, insurance issues, referral follow-up, and patient outreach initiatives. Respond to non-clinical patient inquiries regarding services, locations, hours of operation, forms, policies, and appointment processes. Deliver exceptional customer service and promote a welcoming and patient centered experience during every interaction. Insurance Verification and Financial Clearance Verify insurance eligibility and coverage prior to scheduled appointments for Medicaid patients and refer all others to Revenue Cycle team. Verify secondary coverage and process removal if applicable. Identify coverage limitations, referral requirements, authorization needs, and eligibility concerns. Communicate insurance related issues to patients prior to appointments, including results of insurance verifications. Inform patients of insurance verification results, potential coverage gaps, non-covered services, and associated payment responsibilities or self-pay obligations prior to appointment. Educate patients regarding financial policies, payment expectations, and available payment options. Discuss patient account balances and assist patients with account related inquiries within scope of responsibility. Collect and document payments in accordance with organizational procedures. Patient Navigation and Resource Connection Introduce patients to the organization's care model, services, and available resources. Identify non-clinical barriers that may impact a patient's ability to access care, including transportation, financial concerns, language access, technology limitations, or insurance challenges. Facilitate referrals and warm handoffs to internal resources such as Medicaid Enrollment, Sliding Fee Discount Program, Patient Financial Services, Interpretation Services, Care Coordination, Case Management, and other support services. Assist patients in accessing financial assistance programs and other organizational resources when appropriate. Maintain knowledge of organizational programs, eligibility requirements, and community resources to support patient access. Pre-Visit Coordination Coordinate pre-visit administrative activities to ensure registration, insurance verification, financial screening, and required documentation are completed prior to appointments. Collaborate with clinical and operational teams to support a smooth transition from intake to service delivery. Communicate pertinent non-clinical information to appropriate team members to support patient readiness for care. Secondary Responsibilities Adhere to organizational policies, procedures, and performance standards. Maintain patient confidentiality and HIPAA compliance. Participate in staff meetings, training sessions, and departmental initiatives. Support continuous improvement efforts related to patient access, patient satisfaction, and operational effectiveness. Perform other duties as assigned.

POSTION REQUIREMENTS

Education/Experience High School Diploma or equivalent required. Associates Degree or higher preferred. Minimum one (1) year of healthcare registration, patient access, scheduling, customer service, call center, or related experience preferred. Experience with insurance verification, eligibility determination, and patient financial conversations preferred. Language Skills Ability to read and comprehend instructions from your manager. Ability to effectively communicate with patients and employees from the organization. Ability to communicate in Spanish (oral and written) preferred. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. Sitting greater than 75% of the time. Walking and standing less than 25% of the time. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally bend and lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK SCHEDULE

Open availability to work between 32-40 hours during Intake hours, Monday - Friday, 7am - 5pm.

WHAT WE OFFER

As a full-time employee, you will receive an impressive portfolio of benefits designed to help you maintain a comfortable lifestyle for you and your qualifying dependents, including Major Medical, Dental, Vision, Flexible Spending Account, Short-term Disability, Long-term Disability, Life Insurance, Employee Assistant Program, 403(b) Annual salary to commensurate with experience. #J-18808-Ljbffr Pillar Health