Patient Access Associate Specialist

Ensemble Health Partners • Kingsport, TN

21d • Onsite

About The Position

The Patient Access Associate Specialist supports patient registration and access processes within the healthcare revenue cycle. This on-site role is the first point of contact for patients at Ballad - Holston Valley Medical Center in Kingsport, Tennessee. It helps maintain accurate patient data, regulatory compliance, positive patient experiences, and revenue cycle performance, including registration accuracy, point-of-service collections, and first-pass claim rates. The position supports clinical and financial operations through data entry, auditing, communication, and customer service.

The role includes registering and pre-registering patients, collecting and verifying demographic and insurance information, processing orders, checking medical necessity and compliance, explaining forms and patient instructions, collecting payments, and documenting required information. It also includes telephone switchboard coverage and account auditing. The position is described as an entry-level career opportunity and requires CRCR certification within six months of hire; the certification is company-paid.

Requirements

• At least 1 year of customer service experience.
• High school diploma or GED.
• Must be inquisitive and open to innovation, including AI, to explore better processes and ways to reduce friction and improve patient and client experiences.
• CRCR certification required within 6 months of hire; company-paid.

Responsibilities

• Assign accurate medical record numbers (MRNs), complete medical necessity and compliance checks, provide patient instructions, collect insurance information, receive and process physician orders, and use an overlay tool while providing customer service.
• Operate the telephone switchboard to relay incoming, outgoing, and inter-office calls as applicable, following policies and providing compassionate customer service.
• Meet assigned point-of-service goals.
• Use quality auditing and reporting systems to identify and correct accounts, including accounts associated with other employees, departments, and facilities.
• Audit accounts, ensure forms are completed accurately and on time to meet audit standards, and provide statistical data to Patient Access leadership.
• Pre-register patient accounts before visits, including making inbound and outbound calls to obtain demographic, insurance, and other patient information.
• Explain patient financial liabilities and collect point-of-service payments and past-due balances, including discussing payment-plan options.
• Explain general consent-for-treatment forms to patients, guarantors, or legal guardians; obtain required signatures and the witness's name.
• Explain and distribute patient education documents and required forms, including Medicare and Tricare notices, observation and MOON forms, consent forms, and forms implemented for future services.
• Review insurance eligibility responses, select the applicable insurance plan code, and enter benefit data to support point-of-service collections and billing.
• Screen medical necessity accurately using Advanced Beneficiary Notice (ABN) software, inform Medicare patients of possible non-payment for tests, and distribute ABNs as appropriate.
• Distribute and document other designated forms and pamphlets.

Benefits

• Bonus incentives.
• Tuition reimbursement.
• Comprehensive benefits, including healthcare, time off, retirement, and well-being programs.
• Professional development and a professional certification relevant to the associate's field.
• Quarterly and annual incentive programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED