Patient Access Rep Clinic

Franciscan Medical Group•Tacoma, WA

1d•$24 - $35

About The Position

The Patient Access Representative manages administrative duties for the clinic patient intake process in accordance with established guidelines. The role interacts with patients in person and by phone to facilitate check-in and check-out, collect information and payments, verify insurance, schedule appointments, and process referrals and authorizations. Success in the role requires critical thinking, strong customer service, and knowledge of insurance, billing, and medical terminology to support a seamless, high-quality patient intake experience. The representative registers and checks patients in and out, records and verifies demographic and insurance information, conducts routine eligibility checks, scans patient access documents into the electronic medical record, records non-clinical charges, and handles payments. The role also reconciles payment transactions and cash drawers, resolves registration issues and work-queue edits, and prepares for upcoming clinic operations. The representative processes referrals and pre-authorizations, provides patients with information about health plans and billing, and coordinates appointments and ancillary services. The role may involve coordinating with referring clinics, contacting patients about appointments, following up on missed or canceled appointments, and arranging transportation, interpreters, or other special patient needs.

Requirements

One year of customer service work experience.

Nice To Haves

Two years of customer service work experience.
Healthcare or Call Center experience.

Responsibilities

Register patients and perform check-in and check-out.
Record and verify demographic, insurance, Workers’ Compensation, and other third-party liability information, and ensure registration requirements are met.
Conduct routine insurance eligibility verifications and resolve non-complex registration issues or escalate them appropriately.
Copy and scan patient access documents into the correct location in the electronic medical record.
Record non-clinical charges, including charges for forms, depositions or attorney fees, and retail fees.
Collect co-payments, co-insurance, and other fees; post payments to patient accounts and handle cash in accordance with established procedures.
Reconcile payments at the end of the day, balance and close cash drawers, and ensure outstanding tasks and next-day preparation are completed or assigned.
Research and resolve registration and other front-end issues before patient visits, update missing or erroneous information, and resolve work-queue edits.
Process referral orders and pre-authorizations, including conducting or escalating insurance eligibility checks and completing required authorizations before care is provided.
Explain health plan policies and procedures and answer patient questions about billing and insurance; obtain and explain cost estimates when requested.
Notify physicians and patients when referrals are denied or when a second opinion or additional information is needed.
Update patient medical records and scan documents into the correct electronic medical record location.
Coordinate with referring clinics, appointments, and ancillary services as needed.
Schedule patients with multiple providers or clinics when assigned to a Call Center work unit.
Contact patients to confirm referral appointments and reschedule missed or canceled appointments; document reasons for no-shows and notify management when further action is needed.
Arrange transportation, interpreters, and other special or ancillary patient requirements.