Patient Access Representative - Stafford Therapy Center

VCU Health•Stafford, VA

About The Position

The Patient Access Representative provides courteous, timely, and respectful customer service to patients of all ages, families, visitors, medical staff, clinicians, and co-workers. The role handles business functions in an assigned clinical department, including reception, appointment scheduling, and patient registration for appointments and procedures. It secures and verifies patient information, validates insurance eligibility, collects co-payments, and supports financial counseling and financial clearance as needed. The representative manages referrals and authorizations, communicates insurance requirements, and provides self-pay patients with pre-payment guidance, cost estimates, and information about financial assistance. The role also enters physician orders, coordinates pre-operative testing and paperwork when applicable, maintains patient records, ensures appointment status is accurately documented, and scans patient documentation. The position works in a general office environment, with periods of high stress, fluctuating workloads, interruptions, and working alone.

Requirements

High school diploma or equivalent.
Demonstrated experience using computers, Microsoft Office applications, and web-based platforms.
Ability to perform daily activities with minimal supervision and be self-directed in routine work.
Ability to meet the position’s physical demands, including lifting and carrying up to 50 lbs., pushing and pulling up to 50 lbs., and stooping, kneeling, squatting, crawling, climbing, balancing, and bending.
Ability to sit, walk, and stand; perform manual dexterity tasks and repetitive arm and hand movements; hear alarms, telephone, and tape recorder; and perform shift work.
Strong recall, reasoning, problem-solving, hearing, clear speaking, reading, and logical-thinking abilities; ability to handle a fast-paced environment, multiple priorities, frequent and intense customer interactions, and frequent change.

Nice To Haves

Associate or bachelor’s degree in accounting, finance, business administration, healthcare administration, or a closely related field from an accredited program.
Work experience with medical insurance, HMO, managed care, electronic medical billing, order-entry or registration systems, and appointment scheduling.
Previous work experience in a healthcare setting and knowledge of medical terminology.
Depending on assignment, ability to work off-shifts and/or weekends and holidays.

Responsibilities

Welcome patients and visitors, answer telephone calls, provide courteous customer service, and assist with clinic traffic flow.
Collect patient co-payments and deposits accurately according to payer and department guidelines; follow cash-handling, reconciliation, and deposit-preparation policies.
Verify and update demographic, insurance, and registration information, and copy and record insurance information according to department standards.
Verify insurance coverage and plan requirements; obtain and correctly link referrals and authorizations before scheduled procedures, tests, injections, and surgeries.
Communicate plan-specific referral and authorization requirements to patients and providers.
Provide self-pay patients with pre-payment guidance and information about financial assistance; prepare cost estimates, explain payment expectations, and document interactions in patient accounts.
Schedule clinic appointments using the medical records software or communication platform.
Transcribe physician orders accurately and completely into the appropriate systems according to physician instructions and VCUHS policy.
Coordinate collection of pre-operative testing and paperwork when appropriate.
Maintain organized patient medical records, assist with chart preparation before visits, and break down charts after visits when applicable.
Ensure patients are marked as arrived in the appointment scheduling system by the end of the appointment day; document no-shows and cancellations by the end of the day when appropriate.
Obtain signatures and complete required forms, including managed-care and other insurance forms.
Obtain and scan appropriate patient medical documentation.
Notify a supervisor about issues involving violations of VCUHS policies or procedures.
Perform other assigned duties and participate in special projects supporting VCUHS and department missions.