Patient Access Representative II

National Jewish Health•Denver, CO

About The Position

National Jewish Health is seeking a Patient Access Representative II to coordinate patient appointments and support access to care. The position provides customer service to patients by phone, gathers and updates patient information, and helps ensure a smooth and accurate scheduling experience. The representative schedules appointments for physician and ancillary services, determines the appropriate physician or clinic based on symptoms and clinical information, and maintains communication with patients and clinical staff about scheduling issues. The role also involves collecting demographic, insurance, and clinical information; checking whether insurance permits care with the scheduled physician; obtaining referrals and authorizations; and referring patients to financial counseling when appropriate. The representative manages physician schedules and patient waitlists, reviews appointment accounts for accuracy, processes clinical orders in the EMR, and works with clinicians, admissions, utilization management, and other departments to resolve appointment issues. No prior healthcare experience is required according to the introductory summary, although the minimum qualifications specify at least two years of recent related experience in healthcare or customer service. This position has no supervisory or managerial responsibility and requires no travel. The salary range is $21.00–$24.00 per hour. Candidates who speak Spanish receive an additional $1.00 per hour language differential.

Requirements

At least two years of recent, related experience in a healthcare or customer service environment.
Strong customer service, communication, and interpersonal skills.
Ability to accurately collect and update patient demographic, insurance, and clinical information.
Ability to coordinate appointments and communicate effectively with patients and clinical staff.
High school graduation or equivalent is preferred.
Associate degree in business, nursing, or healthcare administration is preferred.
No special training, certification, or licensure is required.

Nice To Haves

High school graduate or equivalent.
Associate degree in business, nursing, or healthcare administration.
Spanish-speaking ability; eligible candidates receive an additional $1.00 per hour language differential.

Responsibilities

Provide excellent customer service to patients, coworkers, physicians, and clinical staff.
Answer telephone inquiries, assess callers’ needs, provide requested information or service, and direct calls to appropriate departments.
Collect and accurately update patient demographic, insurance, and clinical information.
Schedule new patient appointments using collected symptoms and clinical information, selecting the physician or clinic best suited to the patient’s needs.
Schedule physician and ancillary service appointments accurately and in a timely manner.
Maintain accurate patient waitlists.
Check that patients’ insurance allows them to be seen by the scheduled physician at National Jewish Health.
Refer patients to financial counseling when needed.
Obtain referrals for services and communicate with utilization management to ensure required services are authorized before appointments.
Read, understand, and complete clinical orders in the EMR accurately and promptly.
Notify the admissions department when direct patient contact and follow-up are needed.
Coordinate with clinicians to ensure appointments are correctly ordered and scheduled.
Manage assigned physician schedules to keep them full and accurate.
Keep patients informed about the status of their appointments.
Resolve scheduling problems with patients, clinicians, and departments while maintaining a high level of customer service.
Monitor patient schedules for continuity of appointments and appropriate prerequisite appointments.
Review scheduled appointments to ensure patient accounts are set up correctly.
Provide backup support for other Adult Administrative Services Department personnel.
Maintain knowledge of NJH clinical operations, insurance procedures, clinical terminology, and coding practices.
Maintain expertise with registration and scheduling systems.
Be available to work as scheduled and report to work on time; follow supervision and workplace conduct expectations.
Comply with institutional and departmental policies, safety procedures, PPE and infection-control requirements, and applicable regulatory requirements.
Complete required annual NetLearning by its due date and promote a respectful, fair, and inclusive workplace.

Benefits

Multiple Cigna medical plans for Colorado, regional office, and remote employees.
Health Savings Accounts and Flexible Spending Accounts available with some medical plans.
Paid time off for vacation and sick days.
Six paid holidays.
Dental coverage effective the first of the month after hire.
Vision coverage effective the first of the month after hire.
403(b) retirement savings plan with employer contributions after two years.
Wellness incentives of up to $200 annually for preventive health activities.
Tuition reimbursement of up to $5,250 annually for full-time and part-time employees.
Childcare Flexible Spending Account with an annual employer contribution.
Public Service Loan Forgiveness-eligible employer.
Employer-paid disability and life insurance, with optional buy-up choices.
Voluntary Accident, Hospital Indemnity, and Legal Plan coverage options.
Discounts on local services, insurance, and RTD bus passes.