Patient Access Representative

Patient Access RepresentativeThe Patient Access Representative exists to ensure every patient experiences a seamless journey from appointment scheduling through check-in and check-out while maintaining the integrity of patient information, supporting revenue cycle processes, and contributing to clinic efficiency.Essential ResponsibilitiesPatient Reception & Customer ServiceGreet every patient and visitor with professionalism, courtesy, and compassion.Create a welcoming environment that reflects the organization's commitment to exceptional care.Verify patient identity using established patient identification standards.Maintain patient confidentiality in accordance with HIPAA regulations.Address patient questions or concerns professionally and escalate issues appropriately.Assist patients with forms, portal enrollment, and office procedures.Maintain a clean, organized, and professional reception area.Patient RegistrationRegister new patients accurately in the electronic medical record.Update demographics at every visit.Verify: Address, phone numbers, email, emergency contacts, preferred pharmacy, PCP information, insurance information.Obtain required identification and insurance cards.Scan documentation into the EMR accurately.Ensure all required consent forms are completed.Appointment SchedulingSchedule appointments according to provider templates and scheduling guidelines.Schedule follow-up appointments before patient departure.Coordinate referrals and specialty appointments when appropriate.Assist with waitlists and appointment optimization.Identify scheduling opportunities to improve provider utilization.Follow organizational scheduling protocols.Insurance & Financial ResponsibilitiesVerify insurance eligibility.Confirm referrals and authorizations are in place when required.Explain patient financial responsibilities.Collect: copays, deductibles, coinsurance, self-pay balances, outstanding patient balances.Process payments accurately.Balance daily cash drawer.Prepare end-of-day reconciliation.Follow financial policies consistently.Patient Check-InComplete accurate patient check-in.Confirm insurance eligibility.Review required forms.Verify appointment details.Notify clinical staff of patient arrival.Manage patient wait times.Communicate delays professionally.Patient Check-OutSchedule follow-up appointments.Provide visit summaries.Collect outstanding balances.Coordinate referrals, imaging, and laboratory appointments.Ensure all orders are completed before patient departure.Educate patients on next steps.Electronic Medical Record ResponsibilitiesMaintain complete and accurate documentation.Accurately:Register patientsUpdate demographicsScan recordsUpload insurance cardsAttach referralsProcess patient formsMaintain electronic recordsCommunication ResponsibilitiesCommunicate effectively with:ProvidersMedical AssistantsNursesBilling DepartmentReferral CoordinatorsCall CenterPatientsFamiliesMaintain professionalism in all interactions.Revenue Cycle SupportSupport front-end revenue cycle initiatives by ensuring:Accurate insurance informationCorrect PCP assignmentReferral accuracyFinancial collectionsRegistration accuracyInsurance verificationDemographic accuracyRecognize issues that may affect reimbursement and communicate them proactively.Performance ExpectationsThe Patient Access Representative is expected to consistently achieve organizational standards in the following areas:Registration AccuracyPatient demographics ? 98%Insurance accuracy ? 98%Documentation completeness ? 98%Financial PerformancePoint-of-service collectionsAccurate payment postingDaily reconciliation accuracySchedulingAppointment accuracyTemplate adherenceReduced scheduling errorsProvider utilization supportCustomer ServiceProfessional communicationPositive patient interactionsPatient satisfactionTimely issue resolutionOperational ExcellenceTimelinessAttendanceTeamworkAdaptabilityAccountabilityRequired QualificationsHigh School Diploma or GEDMinimum two years of medical office experienceExperience with electronic medical records (eClinicalWorks preferred)Insurance verification experienceMedical scheduling experienceBasic medical terminologyComputer proficiencyPreferred QualificationsMulti-specialty medical practice experienceFront-end revenue cycle experiencePrior authorization experienceReferral management experienceCash handling experienceBilingual (English/Spanish) preferredKnowledge & SkillsExceptional customer serviceProfessional communicationMedical terminologyInsurance knowledgeScheduling accuracyOrganizational skillsTime managementConflict resolutionAttention to detailProblem solvingComputer proficiencyEMR proficiencyMultitaskingTeam collaborationPhysical RequirementsProlonged sitting and standingFrequent computer useAbility to lift up to 20 poundsAbility to move throughout the clinicFrequent telephone communicationCore CompetenciesCompassion – Treat every patient with dignity, empathy, and respect while delivering exceptional customer service.Collaboration – Work effectively with providers, clinical staff, and administrative teams to create a seamless patient experience.Accountability – Ensure the accuracy of patient information, insurance verification, scheduling, and financial collections while taking ownership of responsibilities.Empowerment – Educate patients, solve problems proactively, and support team success through initiative and continuous learning.Innovation – Embrace technology, improve workflows, and contribute ideas that enhance efficiency and patient access.Communication – Communicate clearly, professionally, and respectfully with patients, families, coworkers, and external partners.Schedule & Compensation:Full-time position; occasional overtime