Patient Access Representative

Sanford Health•Marshfield, WI

3d•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. The Patient Access Representative (PAR) has two major functions: patient registration and scheduling. Depending on the setting, the PAR may perform only registration or scheduling duties, or both. In all settings, the PAR performs additional duties as assigned, which may vary by location/setting. The PAR greets patients/residents, verifies demographics, registers and/or schedules patients/residents, and handles related paperwork. They create electronic files, provide, scan, and route necessary forms, and educate patients/residents, obtaining signatures on required paperwork. The role involves establishing financial responsibility, assisting with payment arrangements, and collecting co-payments, pre-payments, and/or payments on account balances. The PAR may also work through a registration work queue to resolve issues like errors and denied insurance claims, and maintain the registration database. In a scheduling capacity, the PAR schedules appointments and procedures, obtains and coordinates referrals, conducts pre-authorization, arranges interpreter services, checks patients/residents in/out, and offers enrollment to additional resources. They collaborate with the nursing team and providers to coordinate appointments and may manage provider schedules, resolve work queue issues, and handle recall and waitlists. The role requires operating multi-line telephones and potentially serving as a switchboard operator. Additional duties may include chart preparation, organizing provider documents, discussing pre-payment responsibilities, initiating financial assistance, prior authorization, tracking patient visits, health information management, report generation, administering assessments, coordinating Telemed appointments, provider and schedule maintenance, charge entry/billing, reminder calls, hospital admissions, copying, faxing, and ordering supplies. In all settings, the PAR serves as a mentor for new staff, displays professionalism, and promotes a respectful and cooperative atmosphere. The ability to work both independently and as part of a team is essential. The role frequently takes direction from the nursing team and requires maintaining strict confidentiality of sensitive information. Excellent customer service skills and empathy are crucial, along with a working knowledge of medical terminology and professional written communication.

Requirements

High school diploma or equivalent preferred.
One year of work experience, preferably in a medical office setting.
Medical terminology helpful.
Customer service skills essential.
Six months' customer service experience desired.
May require BLS for certain locations and/or settings.

Nice To Haves

Post-secondary education helpful.

Responsibilities

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.
Schedule patient/resident appointments and procedures.
Obtain and coordinate referrals, conduct pre-authorization, arrange interpreter services, check patients/residents in/out, and 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 and manage recall and waitlists.
Operate multi-line telephones and depending on location, may serve as a switchboard operator calling codes and paging providers.
Prepare and coordinate charts; organize supporting provider documents.
Discuss pre-payment responsibilities; initiate and collaborate on patient/resident financial assistance.
Prior authorization; track patient/resident visits; health information management on patient/resident accounts.
Work on weekly and monthly reports; compile, distribute, administer and score assessments.
Coordinate Telemed appointments; provider and schedule maintenance; charge entry/billing and charge verification.
Make reminder calls for appointments; hospital admission.
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 also work independently.
Maintain confidentiality of sensitive information.
Provide excellent customer service and demonstrate the ability to empathize with patients and their situations.