Patient Access Representative - Broadway Physical Therapy - FT 40hrs/week

Sanford Health•Fargo, ND

About The Position

The Patient Access Representative supports patient registration and scheduling for physical therapy services at multiple locations in the Fargo metro area. The work is patient-facing, both by phone and in person, with an 8-hour shift scheduled between 7:15 a.m. and 5:30 p.m. Depending on the setting, the role may focus on registration, scheduling, or both, and may include additional assigned duties. Registration duties include greeting patients, verifying demographic information, completing registrations and paperwork, creating electronic files, routing documents, educating patients about forms, establishing financial responsibility, and collecting payments. The representative may also address registration work queue issues, denied insurance claims, and registration database maintenance. Scheduling duties include arranging appointments and procedures, coordinating referrals, conducting pre-authorization, arranging interpreter services, checking patients in and out, and collaborating with nursing teams and providers to meet patient needs. The role may also coordinate provider schedules, resolve work queue issues, and manage recalls and waitlists. Additional duties vary by location and may include chart preparation, financial assistance coordination, visit tracking, reports, Telemed coordination, billing support, reminder calls, and other administrative tasks. The representative mentors new Patient Access Representatives and other staff, maintains confidentiality, and contributes to a professional and cooperative team environment. The position requires strong customer service, empathy, teamwork and independent work, working knowledge of medical terminology, and professional written communication.

Requirements

One year of work experience, preferably in a medical office setting.
Essential customer service skills and the ability to empathize with patients and their situations.
Ability to work as part of a team and independently.
Working knowledge of medical terminology.
Professional written communication skills for making notes.

Nice To Haves

High school diploma or equivalent preferred.
Post-secondary education helpful.
Medical terminology helpful.
Six months of customer service experience desired.
BLS may be required for certain locations or settings.

Responsibilities

Greet patients and verify demographic information for accurate registration and scheduling.
Complete registration paperwork, create electronic files, and provide, scan, and route required forms and documents.
Educate patients about necessary paperwork and obtain their signatures.
Establish financial responsibility, assist with payment arrangements, and collect co-payments, pre-payments, and account balance payments.
Address registration work queue issues, including errors and denied insurance claims, and maintain registration database information as applicable.
Schedule patient appointments and procedures, obtain and coordinate referrals, conduct pre-authorization, and arrange interpreter services.
Check patients in and out and offer enrollment in additional resources.
Coordinate appointments with nursing teams and providers to meet patient needs.
Coordinate provider schedules and manage work queue issues, recalls, and waitlists as applicable.
Operate multi-line telephones and, depending on the setting, serve as a switchboard operator by calling codes and paging providers.
Perform additional setting-dependent administrative duties, which may include chart preparation, document organization, financial assistance coordination, visit tracking, reports, assessments, Telemed appointments, schedule maintenance, charge entry or verification, reminder calls, admissions, copying, faxing, and ordering supplies.
Mentor new Patient Access Representatives and other staff.
Maintain confidentiality and promote professionalism, mutual respect, and cooperation.