Patient Access Representative

Sanford Health•Eau Claire, WI

9d•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 vary by location/setting. In a registration role, the PAR greets patients, verifies demographics, registers/schedules patients, and handles related paperwork. They create electronic files, provide, scan, and route necessary forms, educate patients, and obtain signatures. They establish financial responsibility, assist with arrangements, and collect co-payments and other payments. They may also work through a registration work queue to resolve issues like errors, denied claims, and database maintenance. In a scheduling role, the PAR schedules appointments and procedures, obtains referrals, conducts pre-authorization, arranges interpreter services, checks patients in/out, and offers enrollment to additional resources. They collaborate with the nursing team and providers to coordinate appointments, may coordinate provider schedules, resolve work queue issues, and manage recall and waitlists. They operate multi-line telephones and may serve as a switchboard operator. Additional duties may include chart preparation, organizing provider documents, discussing pre-payment responsibilities, initiating financial assistance, tracking visits, health information management, working on reports, administering assessments, coordinating Telemed appointments, provider and schedule maintenance, charge entry/billing, reminder calls, hospital admissions, making copies, sending faxes, and ordering supplies. In all settings, the PAR serves as a mentor for new staff, displays professionalism, and promotes mutual respect and cooperation. They must be able to work both independently and as part of a team, frequently take direction from the nursing team, and always maintain confidentiality. Excellent customer service and empathy are required, along with working knowledge of medical terminology and professional written communication skills.

Requirements

High school diploma or equivalent preferred.
One year of work experience, preferably in a medical office setting.
Six months' customer service experience desired.
Customer service skills essential.
Working knowledge of medical terminology.
Ability to work as part of a team and also work independently.
Ability to maintain confidentiality of sensitive information.
Excellent customer service skills.
Ability to empathize with patients and their situations.
Professional written communication skills.

Nice To Haves

Post-secondary education helpful.
Medical terminology helpful.
May require BLS for certain locations and/or settings.

Responsibilities

Greet patients/residents and verify demographics to accurately register and/or schedule them.
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.
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.
Coordinate provider schedule, resolve work queue issues and manage recall and waitlists.
Operate multi-line telephones and potentially serve as a switchboard operator.
Prepare and coordinate charts.
Organize supporting provider documents.
Discuss pre-payment responsibilities.
Initiate and collaborate on patient/resident financial assistance.
Track patient/resident visits.
Manage health information management on patient/resident accounts.
Work on weekly and monthly reports.
Compile, distribute, administer and score assessments.
Coordinate Telemed appointments.
Manage provider and schedule maintenance.
Perform charge entry/billing and charge verification.
Make reminder calls for appointments.
Assist with hospital admission.
Make copies, send faxes, and order supplies.
Serve as a mentor for new Patient Access Representatives and other staff.
Maintain confidentiality of sensitive information.