Patient Access Representative II - Marshalltown Clinic

PHC Primary Health Care•Marshalltown, IA

28d•$17 - $21•Onsite

About The Position

As a Patient Access Representative II, you will be responsible for ensuring a positive and seamless experience for patients and visitors at the front desk of PHC medical and dental clinics. You will be the first point of contact, providing exceptional customer service as you greet patients, complete the registration process, assist with financial screenings, schedule appointments, and help patient access appropriate support resources. This role ensures efficient front office operations by managing the reception area, supporting revenue cycle processes, and collaborating closely with the care team. You will contribute to the improvement of clinic workflows and patient satisfaction by proactively addressing scheduling needs and participating in quality improvement initiatives. This position is located at PHC Marshalltown Clinic, an integrated clinic offering medical, behavioral health, and dental services. This position is scheduled Monday - Friday 8 AM - 5 PM and Saturday 9 AM - 1 PM approximately once every 6 weeks. Eligible for $5.00 per hour shift differential when working a 3-hour shift on a Saturday or after 5 PM on a weekday. Our team members are occasionally needed to cover other shifts, which may include a Saturday morning, or to work at other PHC clinics in Ames, Des Moines, and Marshalltown. Mileage reimbursement and/or an out of town travel bonus may apply.

Requirements

A minimum of 1 year in a healthcare, human services or social services environment; or 2 years in a customer service role.
Excellent customer service skills and commitment to service excellence.
Effective verbal and written communication skills.
Good problem-solving skills with ability to apply critical thinking.
Takes initiative and demonstrates dependability.
Team oriented with ability to collaborate effectively with others.
Listening and reading skills with ability to follow written and verbal instructions.
Basic math skills with ability to count money and make change.
Basic computer skills with proficiency using Microsoft Office applications, keyboard entry and internet-based applications.
Detail oriented with high degree of accuracy
Prioritization skills.
Strong interpersonal skills with ability to establish and maintain effective working relationships with a diverse group of individuals.
Demonstrates professionalism with ability to remain calm in all situations and show empathy.

Nice To Haves

Associate degree in related field.
Work experience in a community health center, medical or dental clinic, or in the essential functions of the position.
Bilingual Spanish/English communication skills, written and verbal.
Experience working with patient registration systems and electronic health records.
Experience using a multi line telephone system.
Experience working with and knowledge of clinical terminology and health insurance.

Responsibilities

Takes actions to create a positive customer experience for internal and external customers. Greets visitors, offering prompt and friendly service to those entering the building, calling on the phone, or through electronic messages in a professional and timely manner to ensure their needs are met. Manages the waiting area. Ensures the reception area and waiting room is clean and tidy. Maintains visitor log. Provides and collects visitor badges.
Accurately documents messages and communicates to the appropriate individual.
Schedules patient appointments for medical and dental clinics, identifying and correcting inaccuracies.
Completes accurate registration per the medical and/or dental clinic patient registration workflows paying particular attention to patient phone number, address, household income, homeless status, and guarantor.
Accurately loads insurance into the patient's registration, ensuring insurance name and ID number are correct. Utilizes Real Time Eligibility (RTE) to confirm active insurance eligibility.
Ensures a consistent revenue cycle process in medical and dental clinics. Maintains knowledge about enrollment and verification processes for medical and dental services at PHC.
Performs insurance verification prior to patient appointments to confirm active coverage for the visit. Helps patients apply for the sliding fee program. Refers patients to Patient Service Specialists for Medicaid, Marketplace and/or other platforms.
Helps patients apply for the sliding fee program.
Collects and processes patient payments and applies payment to the correct visit. Manages assigned cash box per established protocols.
Scans all acquired patient documentation and accurately indexes into electronic health records.
Monitors patient schedules in the medical and dental scheduling system to ensure optimization. Contacts patients due for recalls to fill the schedule, as assigned. Identifies if a patient appointment is running behind and keeps the patient informed. Offers appropriate resources to assist patients in overcoming barriers in making or keeping their appointment (e.g., telehealth, referral to family support workers).
Collaborates with Patient Care Team members and supports efficient clinic operations by following established workflows. Participates in activities designed to improve patient satisfaction and organizational performance. Contributes ideas and suggestions to improve the patient experience.
Performs other duties as assigned.