Patient Access Representative

Sanford Health•Eau Claire, WI

21h

About The Position

The Patient Access Representative (PAR) performs two major functions: patient registration and scheduling. Depending on the setting, the PAR may focus solely on registration or scheduling, or perform both duties. Additional duties are assigned as needed and vary by location. In a registration role, the PAR greets patients, verifies demographics, handles paperwork, creates electronic files, educates patients on forms, establishes financial responsibility, and collects payments. They may also resolve registration-related issues like work queue errors and denied insurance claims. In a scheduling role, the PAR schedules appointments and procedures, coordinates referrals, conducts pre-authorization, arranges interpreter services, checks patients in/out, and offers enrollment to additional resources. They collaborate with nursing teams and providers, manage provider schedules, and handle recall/waitlists. The PAR operates multi-line telephones and may serve as a switchboard operator. Other duties can include chart preparation, organizing provider documents, discussing pre-payment, assisting with financial aid, tracking visits, health information management, report generation, assessment administration, Telemed coordination, schedule maintenance, charge entry/billing, reminder calls, hospital admission support, and general office tasks. In all settings, the PAR mentors new staff, maintains professionalism, promotes respect, works both independently and as part of a team, takes direction from the nursing team, and ensures confidentiality. The role requires excellent customer service, empathy, working knowledge of medical terminology, and professional written communication.

Requirements

High school diploma or equivalent
One year of work experience, preferably in a medical office setting
Excellent customer service skills
Ability to empathize with patients and their situations
Working knowledge of medical terminology
Use of 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

Nice To Haves

Post-secondary education
Six months' customer service experience
BLS for certain locations and/or settings

Responsibilities

Perform patient registration and scheduling duties
Greet patients/residents
Verify patient/resident demographics to accurately register and/or schedule patients/residents
Take care of related paperwork
Create electronic files
Provide, scan, and route necessary forms and documents
Educate patients/residents and capture their signatures on necessary paperwork
Establish and assign financial responsibility and/or assist with arrangements while adhering to appropriate policies and procedures
Collect co-payments, pre-payments, and/or payments on account balances
Work through the registration work queue to address and resolve issues specific to registration, including work queue errors, denied insurance claims, and maintenance of the registration database (if in a registration role)
Schedule patient/resident appointments and procedures (if in a scheduling role)
Obtain and coordinate referrals (if in a scheduling role)
Conduct pre-authorization (if in a scheduling role)
Arrange interpreter services (if in a scheduling role)
Check patients/residents in/out (if in a scheduling role)
Offer enrollment to additional resources (if in a scheduling role)
Collaborate with nursing team and providers to coordinate appointments to meet patients'/residents' needs (if in a scheduling role)
Coordinate provider schedule, resolve work queue issues and manage recall and waitlists (if in a scheduling role)
Operate multi-line telephones
Serve as a switchboard operator calling codes and paging providers (depending on location)
Prepare and coordinate charts (additional duty)
Organize supporting provider documents (additional duty)
Discuss pre-payment responsibilities (additional duty)
Initiate and collaborate of patient/resident financial assistance (additional duty)
Perform prior authorization (additional duty)
Track patient/resident visits (additional duty)
Perform health information management on patient/resident accounts (additional duty)
Work on weekly and monthly reports (additional duty)
Compile, distribute, administer and score of assessments (additional duty)
Coordinate Telemed appointments (additional duty)
Perform provider and schedule maintenance (additional duty)
Perform charge entry/billing and charge verification (additional duty)
Make reminder calls for appointments (additional duty)
Assist with hospital admission (additional duty)
Make copies, send faxes, and order supplies (additional duty)
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 also work independently
Maintain confidentiality of sensitive information