Patient Access Representative

Sanford Health•Eau Claire, WI

2d•Onsite

About The Position

Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience and providing access to world-class health care in America’s heartland. This role involves patient registration and scheduling, with duties varying by location. The Patient Access Representative greets patients, verifies demographics, creates electronic files, educates patients on paperwork, and collects payments. They may also manage registration work queues to resolve issues like denied claims. In a scheduling capacity, they book appointments, obtain referrals, conduct pre-authorizations, arrange interpreter services, and check patients in/out. They collaborate with the nursing team and providers to coordinate care and may manage provider schedules, recalls, and waitlists. Additional duties can include chart preparation, discussing pre-payment, financial assistance, tracking visits, health information management, reporting, administering assessments, coordinating Telemed appointments, and making reminder calls. The role also involves serving as a mentor, displaying professionalism, working independently and as part of a team, maintaining confidentiality, and demonstrating excellent customer service with empathy. A working knowledge of medical terminology and professional written communication is required.

Requirements

High school diploma or equivalent preferred.
One year of work experience, preferably in a medical office setting.
Customer service skills essential.
Six months' customer service experience desired.
Working knowledge of medical terminology.
Ability to use professional written communication when making notes.
Ability to work as part of a team and also work independently.
Ability to maintain confidentiality of sensitive information.
Excellent customer service and the ability to empathize with patients and their situations.

Nice To Haves

Post-secondary education helpful.
Medical terminology helpful.

Responsibilities

Greet patients/residents and verify demographics for accurate registration and/or scheduling.
Create electronic files, scan, and route necessary forms and documents.
Educate patients/residents and obtain signatures on necessary paperwork.
Establish and assign financial responsibility or assist with payment arrangements.
Collect co-payments, pre-payments, and/or payments on account balances.
Work through the registration work queue to address and resolve issues, including work queue errors, denied insurance claims, and maintenance of the registration database.
Schedule patient/resident appointments and procedures.
Obtain and coordinate referrals.
Conduct pre-authorization and arrange interpreter services.
Check patients/residents in/out.
Offer enrollment to additional resources.
Collaborate with nursing team and providers to coordinate appointments.
Coordinate provider schedule, resolve work queue issues, and manage recall and waitlists.
Operate multi-line telephones and potentially serve as a switchboard operator.
Prepare and coordinate charts.
Organize supporting provider documents.
Discuss pre-payment responsibilities.
Initiate and collaborate on patient/resident financial assistance.
Track patient/resident visits.
Manage health information management on patient/resident accounts.
Work on weekly and monthly reports.
Compile, distribute, administer, and score assessments.
Coordinate Telemed appointments.
Manage provider and schedule maintenance.
Perform charge entry/billing and charge verification.
Make reminder calls for appointments.
Handle hospital admission processes.
Make copies, send faxes, and order supplies.
Serve as a mentor for new Patient Access Representatives and other staff.
Display professionalism and promote an atmosphere of mutual respect and cooperation.
Work as part of a team and independently.
Maintain confidentiality of sensitive information.