Patient Access Representative

Patient Services Representative

National Jewish Health is seeking a customer-focused Patient Services Representative to serve as the first point of contact for patients visiting our campus. This role plays a vital part in creating an exceptional patient experience by ensuring a smooth registration process, providing accurate information and helping patients navigate their care journey. No prior healthcare experience is required, making this an excellent opportunity for individuals with strong customer service skills who are interested in building a career in healthcare.

Key Responsibilities:

• Welcome patients and caregivers, answer questions and provide outstanding customer service
• Complete patient registration, verify insurance coverage and obtain required authorizations
• Collect payments and maintain accurate patient and account information
• Manage documentation and ensure records are updated within patient systems

National Jewish Health is the nation's leading respiratory hospital, recognized for excellence in patient care, research and education. As a member of the Patient Access team, the Patient Services Representative plays an essential role in supporting patients from the moment they arrive, helping ensure a seamless experience while contributing to the mission of delivering world-class care.

Position Summary The Admission Services Representative is the first on-site point of contact for patients at National Jewish Health. This position is responsible for registering patients, providing outstanding customer service, updating PatientTrak and maintaining regulatory compliance.

Essential Duties

• Provides excellent customer service to patients, physicians, co-workers and clinical staff including: greeting patients, answering questions, and providing direction and instructions as necessary.
• Completes the patient registration process by ensuring accounts open and appointments occur on the correct account. Verifies insurance coverage is current, authorizations and referrals are in place accurately and timely. Print Facesheet, labels and patient schedules as needed.
• Collect payments from patients and accurately reconciles cash.
• Scans documentation, insurance cards and photo IDs. Accurately transfers information to appropriate systems.
• Maintains knowledge of NJH clinical operations, opening/closing procedures and expertise of the following systems: Affinity Registration, EMR, Passport, Tempus, Touchscan, Virtual merchant, PatientTrak, and iPad systems.
• Keeps up to date and actively educated about new insurance updates and policies.
• Confirms patient appointments and follows late patient procedures.
• Assures that workflow processes are followed according to policy and Joint Commission requirements.
• Assist with various reports and tasks.

Competencies

• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Attention to detail: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers' and own organization's needs.
• Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Informing and Communicating: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Peer Relations: Interacts with others in a constructive, positive, and respectful manner, regardless of individual differences. Assists team members or co-workers in achieving personal goals and completing assignments.

Supervisory or Managerial Responsibility: None

Travel: None

Core Values

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Be well groomed, appropriately for your role and wear ID Badge visibly.
• Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
• Promotes a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
• Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
• Wears appropriate PPE as outlined by the infection control policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

• Education: High School Diploma or equivalent required
• Work Experience: 1 year of customer service experience required. 1 year of medical front office experience, admissions and/or patient registration preferred.
• Special Training, Certification or Licensure: None

Salary Range: $20.00 - $23.00. Candidates who are bilingual speaking Spanish will receive an additional $1.00/hour language differential.

Benefits At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset. With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

• Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
• Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan
• Exclusive Discounts: Savings on local services, insurance, and RTD bus passes.