Job Title: Patient Access Representative
Department: Patient Access
Reports To: Patient Access Supervisor
FLSA Status: Non-Exempt
Full-Time or Per Diem
Job Summary
The Patient Access Representative serves as the first point of contact for patients and visitors across MHHS service locations. This role is responsible for accurate patient registration, insurance verification, appointment support, and financial communication while maintaining patient privacy and regulatory compliance. The Patient Access Representative supports efficient patient flow and a positive patient experience through professionalism, accuracy, and effective communication.
Essential Duties and Responsibilities
Greets patients and visitors professionally and provides courteous, accurate assistanceRegisters patients accurately in the electronic health record, ensuring complete demographic, insurance, and consent informationVerifies insurance eligibility, benefits, and authorization requirements prior to or at time of serviceIdentifies coverage discrepancies or registration issues and escalates appropriately to the Patient Access SupervisorCollects required forms, signatures, and payments in accordance with MHHS policiesExplains financial responsibility information to patients, including copays, deductibles, and available financial assistance optionsSchedules, confirms, and updates patient appointments as assignedMaintains patient confidentiality and complies with HIPAA and privacy requirements at all timesCoordinates with clinical departments, billing, and care teams to support efficient patient flowDocuments all interactions, corrections, and required follow-up accurately and timely in the systemResponds to patient questions and concerns with professionalism and empathyPerforms other job-related duties as assignedCore Job Competencies (Behavioral)
Safety & ComplianceCommunicationCustomer ServiceTeamwork & CollaborationReliability & AttendanceAccuracy & Attention to DetailProfessionalismTime ManagementRole-Specific Competencies (Technical / Functional)
Patient registration accuracyInsurance verification and eligibility reviewAppointment scheduling and coordinationFinancial intake and point-of-service collectionsHIPAA-compliant information handlingEHR navigation and documentationFront-desk workflow managementQualifications
High school diploma or equivalent requiredPrior experience in patient access, registration, healthcare front office, or customer service preferredKnowledge of insurance types, coverage verification, and healthcare terminology preferredStrong computer skills and ability to learn electronic health record systemsExcellent communication, organization, and customer service skills
Compliance Statement
Performs duties in accordance with MHHS policies and procedures and supports compliance with applicable regulatory and oversight requirements, including HIPAA privacy standards, HRSA program requirements where applicable, Joint Commission standards if applicable to the service or location, and West Virginia DHHR regulations as applicable. This job description does not state or imply that the duties listed are the only duties to be performed. Employees may be required to perform other job-related duties as assigned. All requirements are subject to modification to reasonably accommodate individuals with disabilities in accordance with the Americans with Disabilities Act.
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