Patient Access Associate - Emergency Department

MaineHealth•Biddeford, ME

About The Position

The Patient Access Associate I is the first level of a three-level career path and works in the 24/7 Emergency Department. This non-clinical role is embedded in the clinical care environment and works alongside clinical care teams. The Associate is the Emergency Department’s first point of contact, handling patient identification, arrival, and armband application, while providing customer service and support to visitors and families. At the patient’s bedside, the Associate captures demographic information, verifies insurance, obtains consent signatures, and completes admissions. Other duties may include financial navigation, copay collection, check-out, and coordinating transfers or direct admits. The role also supports accurate billing through account follow-up five days after discharge. This position operates in a high-volume, fast-paced environment using mobile workstations. Emergency Department team members serve patients across populations and acuity levels, including trauma, mental health, pediatrics, and critical care, and may encounter sensitive situations involving patients and visitors. A caring and professional attitude is required. The role covers open shifts due to PTO, callouts, and changing volumes; hours vary week to week according to departmental needs and are not guaranteed. Flexibility to pick up available shifts, including evenings, weekends, and holidays, is needed.

Requirements

Computer and data-entry experience is required.
Ability to use Microsoft Word, email, and internet communication is required.
Ability to work accurately and effectively with electronic systems is required.
Must be flexible and willing to pick up shifts as they become available, including evenings, weekends, and holidays as needed.

Nice To Haves

High school diploma or GED preferred.
Related experience in healthcare or customer service preferred.

Responsibilities

Serve as the first point of contact in the Emergency Department.
Accurately and promptly identify arriving patients and apply patient armbands.
Provide customer service and support to visitors and families.
Capture patient demographic information and verify insurance at the bedside.
Obtain consent signatures and complete admissions.
Perform financial navigation, collect copays, complete check-out, and coordinate transfers or direct admits as needed.
Support billing accuracy by following up on accounts five days after discharge.
Provide coverage for open shifts based on departmental needs, including evenings, weekends, and holidays as needed.
Maintain a caring and professional attitude with patients and visitors.