Patient Access Representative - Stafford Therapy Center

VCU Health • Stafford, VA

4d • $17 - $24

About The Position

The Patient Access Representative delivers high-quality customer service to patients of all ages, their families, visitors, medical staff, clinicians, and co-workers. The role handles business functions in an assigned clinical department, including reception, appointment scheduling, and patient registration. It secures appropriate patient information, ensures registration data is accurate, validates insurance eligibility, collects co-payments, and supports financial counseling and financial clearance as needed.

The position also manages referrals and authorizations, communicates insurance requirements, provides self-pay guidance and financial assistance, prepares cost estimates, enters physician orders, coordinates pre-operative testing and paperwork, maintains patient records, and obtains and scans medical documentation. The role may involve high-stress periods, fluctuating workloads, frequent interruptions, and periods of working alone in a general office environment.

Requirements

• High school diploma or equivalent.
• Demonstrated experience using computers, Microsoft Office applications, and web-based platforms.
• Ability to perform daily activities with minimal supervision and self-direct routine work.
• Ability to meet the physical demands of lifting and carrying, and pushing and pulling 0–50 lbs.; stooping, kneeling, squatting, crawling, climbing, balancing, and bending; and sitting, walking, and standing.
• Manual dexterity and eye-hand coordination; ability to perform shift work, hear alarms and telephone/tape recorder, and perform repetitive arm and hand movements.
• Strong recall, reasoning, problem-solving, hearing, clear speech, reading, and logical thinking.
• Ability to work in a fast-paced environment, handle multiple priorities and frequent, intense customer interactions, and adapt to frequent change.

Nice To Haves

• Associate's or bachelor's degree in accounting, finance, business administration, healthcare administration, or a closely related field from an accredited program.
• Work experience with medical insurance, HMO or managed care, electronic medical billing, order-entry or registration systems, and appointment scheduling.
• Previous healthcare work experience and knowledge of medical terminology.
• Depending on assignment, availability to work off-shifts and/or weekends and holidays.

Responsibilities

• Welcome patients and visitors, answer telephones, communicate clearly and respectfully, assist with clinic traffic flow, and address patient needs promptly.
• Collect co-payments and deposits according to payer and department guidelines; verify and update demographic and insurance data; copy and record insurance information; and follow cash-handling, reconciliation, and deposit procedures.
• Verify insurance coverage and plan requirements; obtain and correctly link referrals and authorizations; communicate requirements to patients and providers; provide self-pay pre-payment guidance and financial assistance; prepare cost estimates; explain payment expectations; and document interactions in patient accounts.
• Schedule clinic appointments using the medical records software or communication platform, accurately transcribe physician orders into the appropriate systems, and coordinate pre-operative testing and paperwork when appropriate.
• Maintain organized patient medical records, prepare charts before visits, assist with chart breakdown after visits when applicable, ensure appointments are marked as arrived by the end of the appointment day, document no-shows or cancellations as appropriate, and obtain required signatures and forms.
• Obtain and scan appropriate patient medical documentation.
• Notify a supervisor of issues involving violations of VCUHS policies or procedures.
• Perform other assigned duties and participate in special projects supporting VCUHS and the department.

What This Job Offers

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