Healthcare Access Associate

Ocean Beach Health•Ilwaco, WA

2d•Onsite

About The Position

The Healthcare Access Associate serves as a key first point of contact for patients across Ocean Beach Health clinics, hospital departments, and rehabilitation services. This role ensures a professional, welcoming, and patient-centered experience through accurate registration, scheduling, insurance verification, authorization coordination, and responsive customer service. The Healthcare Access Associate supports providers, therapists, clinic staff, and patients by performing front-desk and registration duties, answering and routing calls, coordinating patient appointments, and ensuring all necessary documentation is complete before the patient's visit. Associates may work across multiple OBH locations and departments depending on operational needs.

Requirements

High school diploma or equivalent required.
Public contact or customer service experience in a fast-paced environment.
Experience using a computer efficiently and accurately entering data.
Excellent verbal and written communication skills.
Ability to multitask, prioritize, and work with frequent interruptions.
CPR/BLS certification required within 6 months of hire.

Nice To Haves

Prior healthcare registration, clinic reception, scheduling, authorization, or billing experience.
Knowledge of medical terminology, insurance plans, Medicare/Medicaid, and referral/authorization processes.
Experience demonstrating good judgment and problem-solving skills.
Ability to work effectively in a team environment.

Responsibilities

Create a welcoming, professional environment for all patients, families, visitors, and staff.
Greet patients promptly; acknowledge delays and communicate wait times.
Serve as a liaison between patients, therapists, nursing staff, providers, and other departments.
Assist patients with questions, concerns, and navigation of services; escalate concerns appropriately.
Demonstrate empathy, active listening, and patient-centered communication.
Answer multi-line phones, respond to inquiries, and route calls appropriately.
Ensure calls, messages, and requests are handled promptly, courteously, and accurately.
Support guest relations and uphold OBH's values of Excellence, Partnership, Integrity, and Compassion.
Register patients for clinic visits, outpatient services, imaging, laboratory, rehabilitation services, emergency department, and hospital admissions.
Verify and update demographic and insurance information; copy and scan required documentation.
Ensure compliance with OBH policies, regulatory standards, consent requirements, HIPAA, and Patient Rights.
Obtain required legal signatures and prepare ID bands when applicable.
Cancel no-show appointments or registrations accurately.
Maintain accuracy of daily census (hospital-based roles).
Prepare next-day and same-day registration packets when assigned.
Schedule, reschedule, and confirm patient appointments for clinics, rehabilitation services, or other departments as assigned.
Coordinate with providers, therapists, and departments to ensure appropriate appointment types and timeframes.
Maintain up-to-date call lists and waitlists; fill schedule gaps by contacting patients as needed.
Check patients in and out, collect copayments and required payments, and provide receipts.
Ensure completeness of patient charts and scan documentation per workflow.
Communicate scheduling changes, provider availability, and clinic updates to the appropriate teams.
Verify insurance benefits, eligibility, referral requirements, and coverage prior to appointments or procedures.
Determine patient out-of-pocket responsibilities (copays, deductibles, coinsurance).
Contact patients to review financial responsibilities and payment options in a professional, supportive manner.
Identify when patients may qualify for financial assistance and provide guidance or forms as appropriate.
Obtain or coordinate prior authorizations when required for services (rehabilitation, imaging, procedures, etc.).
Track authorization periods, visit counts, and expirations when applicable.
Monitor incoming fax correspondence and ensure timely processing.
Follow up on missing orders, unsigned documentation, or incomplete information.
Communicate effectively with therapists, providers, clinic staff, ancillary departments, and external offices.
Page or notify appropriate staff in urgent situations; follow facility protocols for emergencies.
Assist in retrieval of medical charts or relevant documentation for providers/therapists as needed.
Facilitate communication with external healthcare entities (records requests, referrals, scheduling coordination).
Maintain updated contact lists for commonly used clinics, insurers, and providers.
Collect payments, copays, and deposits according to OBH policy.
Balance cash drawers at end of shift when applicable.
Initiate financial assistance discussions for uninsured or underinsured patients.
Document conversations and arrangements accurately in the patient's account.
Maintain a clean, organized workspace and support cleanliness of shared areas.
Participate in staff meetings, trainings, and workflow updates as required.
Assist in training new staff by demonstrating workflows and expectations.
Support a safe work environment and follow all safety protocols.
Maintain punctual, reliable attendance.
Participate in department initiatives to improve efficiency, patient experience, and access to care.
Perform other duties as assigned to support daily operations.