Patient Access Representative

Sanford Health•Marshfield, WI

2d•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. The PAR greets patients/residents, verifies demographics for accurate registration and/or scheduling, 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 and assigning financial responsibility or assisting with arrangements according to policies. They collect co-payments, pre-payments, and payments on account balances. The PAR may also work through a registration work queue to resolve issues like errors, denied insurance claims, and database maintenance. In a scheduling role, 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 nursing teams 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, calling codes and paging providers. Additional duties may include chart preparation, organizing provider documents, discussing pre-payment responsibilities, initiating financial assistance, tracking patient visits, managing health information on accounts, 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. The role requires the ability to work both independently and as part of a team, often taking direction from the nursing team. Maintaining confidentiality of sensitive information is crucial. Excellent customer service and empathy are essential, along with a working knowledge of medical terminology and professional written communication skills for note-taking.

Requirements

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

Nice To Haves

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

Responsibilities

Greet patients/residents and verify demographics for accurate registration and/or scheduling.
Create electronic files, provide, scan, and route necessary forms and documents.
Educate patients/residents and obtain signatures on necessary paperwork.
Establish and assign financial responsibility or assist with arrangements.
Collect co-payments, pre-payments, and 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.
Coordinate appointments with nursing teams and providers.
Operate multi-line telephones and potentially serve as a switchboard operator.
Serve as a mentor for new Patient Access Representatives and other staff.
Maintain confidentiality of sensitive information.