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About the Role

The Patient Access Representative serves as the first point of contact for patients, handling appointment scheduling, general inquiries, and administrative tasks related to patient check-in in a call center environment. This role also involves educating patients on online services and utilizing internal systems like EPIC for issue resolution.

Responsibilities

• Professionally answer phone calls from patients for appointment scheduling, medical tests, or general service inquiries.
• Educate patients on available online services.
• Utilize online knowledge management tools, including EPIC, to assist patients and resolve issues.
• Act as the first point of contact for patients, staff, and guests at the clinic.
• Perform administrative tasks associated with patient check-in.
• Welcome, greet, and assist patients courteously and professionally.
• Schedule patient appointments accurately and efficiently using the computer system.
• Register patients by accurately entering demographic and insurance information into the electronic medical system.
• Verify and ensure the completeness of patient registration documentation.
• Verify and enter patient data into the electronic medical system.
• Review and verify patient insurance coverage using online resources.
• Collect deposits or co-payments/deductibles prior to patient visits according to company policies.
• Perform closing and end-of-day processes, including posting collected monies and balancing the drawer for deposit.
• Notify appropriate personnel of emergencies, messages, and patient arrivals.
• Accurately document and communicate patient concerns to site triad leadership.
• Maintain confidentiality of all patient, clinical, and company information, adhering to HIPAA guidelines.
• Perform other job-related duties as assigned.

Requirements

• High School Diploma (or equivalent) OR Certified Medical Administrative Assistant (CMAA) certification in lieu of HS Diploma (or equivalent) required.
• One (1) year of demonstrated experience in an administrative position required.
• 1 year of experience in registration or front office duties in a physician’s office, hospital emergency department, and/or urgent care setting preferred.

Skills

• Healthcare office concepts, practice, policies, and procedure
• Insurance verification procedures
• Microsoft Office Application (Word, Excel, Outlook)
• Providing exceptional customer service
• Verbal and written communications, including telephone and email etiquette and documentation
• Working independently in a fast-paced, multi-task clinical environment, as well as part of a team
• Effective Problem-solving techniques
• Work in a self-directed, organized manner
• Multitask while maintaining a strong attention to detail and accuracy
• Present information in a consistent, organized, and accurate manner
• Demonstrate flexibility and ingenuity in response to change
• Develop and maintain effective working relationship across the organization at various levels, as well as with external customers
• Maintain Confidentiality

Work Type

• call center environment
• work hours may vary

Experience Level

• One (1) year of demonstrated experience in an administrative position required.
• 1 year of experience in registration or front office duties in a physician’s office, hospital emergency department, and/or urgent care setting preferred.

Education Level

• High School Diploma (or equivalent)
• Certified Medical Administrative Assistant (CMAA) certification