Patient Access Representative

Sanford Health•Marshfield, WI

1d•Onsite

About The Position

The Patient Access Representative (PAR) performs two major functions: patient registration and scheduling. Depending on the specific setting, the PAR may focus solely on registration, scheduling, or perform both duties, along with other assigned tasks that vary by location. In a registration capacity, the PAR greets patients, verifies demographics, accurately registers and/or schedules patients, and handles related paperwork, including creating electronic files, scanning documents, educating patients, and obtaining signatures. They also establish financial responsibility, assist with payment arrangements, and collect co-payments, pre-payments, or account balances. This role may involve resolving registration-specific issues in work queues, addressing denied insurance claims, and maintaining the registration database. 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 to align appointments with patient needs, manage provider schedules, resolve work queue issues, and handle recall and waitlists. The PAR operates multi-line telephones and may act as a switchboard operator for codes and paging. Additional duties, depending on the setting, can include chart preparation, organizing provider documents, discussing pre-payment, assisting with financial aid, tracking visits, managing health information, working on reports, administering assessments, coordinating Telemed appointments, maintaining schedules, charge entry/verification, reminder calls, hospital admissions, copying, faxing, and ordering supplies. Across all settings, the PAR mentors new staff, maintains professionalism, fosters mutual 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
Customer service skills essential
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 take direction from nursing team
BLS for certain locations and/or settings

Nice To Haves

Post-secondary education
Medical terminology helpful
Six months' customer service experience

Responsibilities

Perform patient registration
Perform patient scheduling
Greet patients/residents
Verify patient/resident demographics
Accurately register and/or schedule patients/residents
Handle 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
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
Address 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
Arrange interpreter services
Check patients/residents in/out
Offer enrollment to additional resources
Collaborate with nursing team and providers to coordinate appointments to meet patients'/residents' needs
Coordinate provider schedule
Resolve work queue issues
Manage recall and waitlists
Operate multi-line telephones
Serve as a switchboard operator calling codes and paging providers (depending on location)
Prepare and coordinate charts
Organize supporting provider documents
Discuss pre-payment responsibilities
Initiate and collaborate on patient/resident financial assistance
Track patient/resident visits
Perform health information management on patient/resident accounts
Work on weekly and monthly reports
Compile, distribute, administer and score of assessments
Coordinate Telemed appointments
Perform provider and schedule maintenance
Perform charge entry/billing and charge verification
Make reminder calls for appointments
Handle hospital admission
Make copies
Send faxes
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 also work independently
Take direction from nursing team
Maintain confidentiality of sensitive information