Patient Access Representative

INSIGHT Surgical Hospital•Coldwater, MI

10d

About The Position

The Patient Access Representative registers and pre-registers patients receiving medical services in clinics, laboratories, inpatient and outpatient settings, and emergency departments. The role collects demographic information, validates insurance, receives and posts payments, follows regulatory requirements, answers or refers questions from patients, visitors, and staff, and performs related clerical work. The representative is expected to treat customers with respect and professionalism. This part-time, night-schedule role involves face-to-face registration and scheduling, insurance verification, payment collection, pre-registration phone calls, and assistance with patients’ benefit and financial responsibility questions. The representative maintains accurate records and patient privacy, monitors work queues and deadlines, supports patient flow, and collaborates with colleagues and management. The position requires frequent interaction with patients, physicians, visitors, and healthcare team members, as well as the ability to adapt to changing workloads.

Requirements

High school diploma or equivalent.
Excellent communication, customer service, and interpersonal skills in a fast-paced environment.
Ability to input and retrieve information using a computer and to operate a calculator, fax machine, and copier.
Previous experience with computers and office applications.
Ability to move about the office and between work stations.
Ability to occasionally lift, move, and carry moderately heavy materials.
Commitment to exceptional customer service.
Strong organizational skills and ability to multitask.
Ability to read and speak English.
Part-time night schedule.

Nice To Haves

Experience or basic knowledge of health insurance plans and medical terminology.
At least one year of experience in medical registration, customer service, or collections.
One year of customer service experience.

Responsibilities

Perform face-to-face registration, pre-registration, walk-in outpatient scheduling, and collection functions for all patients, including self-pay patients.
Use electronic insurance verification systems to verify benefits, determine copayments or coinsurance, and request eligible patient payments in support of monthly Point of Service goals.
Contact patients by phone to obtain information related to registration, billing, and financial responsibility through the pre-registration process.
Assist patients with general benefit and financial responsibility questions at the time of service and post payments to patient accounts as appropriate.
Complete registration questionnaires efficiently while meeting departmental productivity standards, and perform other departmental duties when patients cannot be registered.
Review work for completeness and accuracy and meet department quality and error-free registration standards measured by monthly KPIs.
Provide management feedback about issues affecting registration timeliness or quality and work with management to resolve them.
Independently review assigned reports and work queues to meet goals and deadlines.
Maintain current knowledge of insurance requirements communicated through email, memoranda, educational matrices, and in-services.
Seek assistance from Financial Counselors when necessary and communicate with service delivery areas when unresolved financial issues may affect appointment schedules.
Protect patient privacy, confidentiality, rights, and dignity, and comply with HIPAA guidelines and privacy practices.
Escort customers or employees to requested locations when possible and offer help to customers or employees who appear lost.
Take ownership of customer problems and resolve them promptly when possible or escalate them to the appropriate department.
Organize and prioritize daily work, adapt to workload peaks and changes, complete assignments on time, assist coworkers, and work with minimal supervision.
Maintain a positive, supportive, respectful, and helpful attitude in interactions with patients, physicians, visitors, and healthcare team members.
Assist management with training new staff as needed.
Perform other duties as assigned.