Patient Access Representative

INSIGHT Surgical Hospital • Coldwater, MI

11d

About The Position

The Patient Access Representative registers and pre-registers patients seeking medical services in clinics, laboratories, inpatient and outpatient settings, and emergency departments. The role collects demographic information, verifies insurance, receives and posts payments, provides estimates when appropriate, and answers or routes questions from patients, visitors, and staff. The representative also learns and supports the hospital switchboard, directing incoming calls to the appropriate departments, while maintaining a professional and respectful customer-service approach.

This part-time role includes in-person registration, pre-registration, walk-in outpatient scheduling, payment collection, insurance verification, patient financial inquiries, report and work-queue review, and coordination with financial counselors and clinical service areas. The representative is expected to protect patient privacy, maintain accurate records, meet productivity and quality standards, adapt to changing workloads, support coworkers, and help train new staff when needed.

Requirements

• Eligible to work for any U.S. employer.
• High school diploma or GED required.
• Ability to maintain confidentiality and professionalism.
• Detail-oriented, conscientious, and committed to precise work.
• Ability to relate to and work effectively with a diverse population.
• Exceptional telephone and interpersonal skills.
• Computer proficiency, preferably including strong typing and desktop navigation skills.
• Ability to multitask and move fluidly between responsibilities.
• Ability to solve problems independently.
• Strong data-entry skills.
• Verbal and written English communication skills sufficient for safe and effective patient care and documentation standards.
• Friendly, empathetic, and respectful manner.
• Reliable work results, timeliness, and attendance.
• Ability to work in a fast-paced, stressful environment while maintaining a positive attitude.
• Ability to work under pressure and demonstrate patience, tact, stamina, and endurance.
• Commitment to contributing to a positive environment amid rapidly changing circumstances.
• Awareness of applicable standards and ability to perform in accordance with them.

Nice To Haves

• One year of medical registration, customer service, or collection experience preferred.
• Previous experience performing insurance verification is a plus.

Responsibilities

• Perform in-person registrations, pre-registrations, walk-in outpatient scheduling, and collection functions for all patients, including self-pay patients.
• Use electronic insurance verification to confirm benefits and determine copayments or coinsurance, and request applicable point-of-service payments.
• Contact patients by phone to obtain information for registration, billing, and financial responsibility through the pre-registration process.
• Assist patients with general benefit and financial responsibility questions and post payments to patient accounts as appropriate.
• Complete registration questionnaires accurately and efficiently while meeting departmental productivity standards; perform other departmental duties when patients cannot be registered.
• Review work for completeness and accuracy and meet department registration standards and monthly KPI targets.
• Provide management feedback about issues affecting registration timeliness or quality and work with management to resolve them.
• Review assigned reports and work queues independently to meet goals and deadlines.
• Maintain current knowledge of insurance requirements communicated through email, memoranda, educational materials, and in-services.
• Seek assistance from Financial Counselors when needed and communicate with service delivery areas when unresolved financial issues could affect appointments.
• Protect patient dignity, privacy, confidentiality, and rights, and comply with HIPPA guidelines and privacy practices.
• Escort customers or employees to requested locations when possible and proactively assist people who appear lost.
• Take ownership of customer problems and resolve or refer them to the appropriate department in a timely manner.
• Organize and prioritize daily responsibilities, adapt to workload peaks and changing assignments, and complete work within appropriate time frames.
• Assist coworkers as necessary to complete assigned duties and perform self-directed work with minimal supervision.
• Maintain a positive, supportive, respectful, and helpful attitude toward patients, physicians, visitors, and healthcare team members.
• Assist management with training new staff as needed.
• Perform other assigned duties, including hospital switchboard duties.
• Wear recommended personal protective equipment, including gloves, a face mask, and goggles when applicable.
• Occasionally lift, carry, push, or pull up to 25 pounds; frequently stand, walk, and sit for prolonged periods.

Benefits

• Comprehensive health, dental, and vision insurance coverage for full-time team members.
• Paid time off, including vacation, holidays, and sick leave, for full-time team members.
• 401K plan available.
• Short- and long-term disability and term life insurance provided as part of full-time employment.
• Optional supplementary coverage, including accident, critical illness, hospital indemnity, and AD&D insurance.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED