Patient Access Representative

Pay Grade: Level 5

Schedule: Mon-Fri, varied between 7:00am-6:30pm weekdays.  

Working hours per week: 40

Reports to (job title): Patient Access and Billing Manager

Job purpose (Why does the job exist? What is it there to achieve or deliver?)

Initiates the process for admitting patients to Greater Valley Health Center by collecting pertinent information to ensure accurate and complete billing in compliance with policies and regulations. Coordinates appointments and documentation to facilitate the smooth functioning of the healthcare delivery environment and support the delivery of quality patient care.

Knowledge, Skills & Experience (work experience, qualifications, specialist training, key skills, disposition)

High school diploma; Associate degree preferred.

One (1) year relevant experience or training preferred. Experience with electronic health records preferred.

Knowledge of general office practices and procedures

Knowledge of the operation of personal computers

Excellent customer service skills

Strong organizational skills

Strong multitasking skills,

Ability to listen effectively and express oneself in a clear and articulate manner

Ability to work under pressure and react effectively to emergency situations

Ability to communicate effectively to patients experiencing discomfort and stress

Ability to use discretion while working with sensitive information

Able to adjust approach to meet a diverse set of patients’ needs

Able to develop appropriate patient relationships with a focus on achieving patient satisfaction. 

Strong work ethic, positive, caring, knowledge of cultural diversity and social determinants of health, team oriented.

Main Duties and Responsibilities of the Role

Provides outstanding professional phone management skills in a school-based environment; manages a multiline telephone system efficiently and politely, minimizing hold time.

Answers inquiries in a calm and consistent manner; connects patients to staff appropriately with items outside the scope of the reception staff.

Creates a welcoming atmosphere by greeting patients and visitors to the clinic.

Checks patients in for appointments while verifying demographic, financial, and insurance information accuracy and meeting HRSA requirements.

Assists patients in determining eligibility for sliding fee schedule discounts and links patients to insurance enrollment assistance when appropriate.

Informs patients of clinic procedures and policy.

Checks patients out from appointments and assesses fees for the services rendered, calculates sliding fee scale reductions, and collects payments in the form of cash, check, or credit.

Assists patients with payment plans.

Maintains records of monies received and balances payments with receipts.

Scans pertinent patient information into the electronic health record.

Obtains patient authorization for release of medical records and complies with all HIPAA and other federal, state, and local laws and regulations related to patient privacy.

Schedules appointments with the appropriate program, provider, and time slot to meet the needs of the patient while complying with licensing restrictions and requirements of the providers. Maximizes utilization of the schedule by appropriately scheduling walk-ins and those who may be on a waiting list.

Informs clinical, leadership, and any other related staff of scheduling, patient details, and potential service delays.

Compiles information from files, makes copies of documents, maintains medical files, and completes daily logs and monthly activity reports.

Maintains cleanliness of the waiting room and reception areas.

Performs related work as assigned.