Patient Access Representative - Full Time

Sanford Health•Marshfield, WI

About The Position

The Patient Access Representative (PAR) performs patient registration, scheduling, or both, depending on the location and setting. In registration, the PAR greets patients, verifies demographic information, completes registrations and related paperwork, creates and maintains electronic files, routes forms, explains paperwork, obtains signatures, establishes financial responsibility, and collects payments. The role may also resolve registration work queue issues, denied insurance claims, and registration database matters. In scheduling, the PAR books appointments and procedures, coordinates referrals, conducts pre-authorizations, arranges interpreter services, checks patients in and out, and coordinates appointments with nursing teams and providers. Duties may also include coordinating provider schedules, managing work queues, recall lists and waitlists, and operating multi-line telephones or, depending on the setting, serving as a switchboard operator. Additional duties vary by setting and may include preparing charts, coordinating provider documents and financial assistance, tracking visits, managing health information, preparing reports, administering assessments, coordinating telemedicine appointments, maintaining schedules, entering and verifying charges, making appointment reminder calls, assisting with hospital admissions, and handling copies, faxes, or supply orders. The PAR mentors new representatives and other staff, maintains confidentiality, and promotes professionalism, cooperation, and respectful, empathetic customer service. The position requires the ability to work both independently and as part of a team, often taking direction from nursing staff.

Requirements

High school diploma or equivalent preferred.
One year of work experience, preferably in a medical office setting.
Customer service skills are essential; six months of customer service experience is desired.
Ability to work as part of a team and independently.
Excellent customer service and ability to empathize with patients and their situations.
Maintain confidentiality of sensitive information.
Working knowledge of medical terminology and professional written communication when making notes.
BLS may be required for certain locations and/or settings.

Nice To Haves

Post-secondary education.
Medical terminology.
Six months of customer service experience.

Responsibilities

Greet patients and verify demographic information to accurately register and/or schedule them.
Complete registration paperwork, create electronic files, and provide, scan, and route forms and documents.
Explain necessary paperwork to patients and obtain their signatures.
Establish financial responsibility or assist with payment arrangements in accordance with applicable policies and procedures.
Collect co-payments, pre-payments, and payments on account balances.
Address registration work queue issues, including errors, denied insurance claims, and registration database maintenance, as applicable.
Schedule patient appointments and procedures; obtain and coordinate referrals; conduct pre-authorizations; 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.
As applicable, coordinate provider schedules and manage work queue issues, recall lists, and waitlists.
Operate multi-line telephones and, in some settings, serve as a switchboard operator by calling codes and paging providers.
Perform additional duties as assigned, which may include chart preparation, financial assistance coordination, visit tracking, health information management, reports, assessments, telemedicine coordination, schedule maintenance, charge entry and verification, reminder calls, hospital admissions, copying, faxing, and ordering supplies.
Mentor new Patient Access Representatives and other staff.
Maintain confidentiality of sensitive information and demonstrate professionalism, respect, cooperation, and empathetic customer service.