Patient Access Representative

Sanford Health•Wausau, WI

11d

About The Position

The Patient Access Representative (PAR) performs patient registration, scheduling, or both, depending on the location and setting, along with other assigned duties. In registration settings, the PAR greets patients, verifies demographic information, completes registration and scheduling as applicable, prepares and routes paperwork, creates electronic files, explains forms, and obtains required signatures. The role establishes or assigns financial responsibility, assists with payment arrangements, collects applicable payments, and may resolve registration work queue issues, denied insurance claims, and database maintenance needs. In scheduling settings, the PAR arranges appointments and procedures, coordinates referrals, conducts pre-authorization, arranges interpreter services, checks patients in and out, and offers enrollment in additional resources. The PAR works with nursing teams and providers to coordinate appointments and may maintain provider schedules, resolve work queue issues, and manage recall lists and waitlists. The position operates multi-line telephones and, in some settings, may operate a switchboard, call codes, and page providers. Other duties may vary by setting and include chart preparation, organizing provider documents, discussing pre-payment responsibilities, coordinating financial assistance and prior authorization, tracking visits, maintaining health information on patient accounts, preparing reports, administering and scoring assessments, coordinating Telemed appointments, maintaining provider schedules, charge entry and verification, appointment reminder calls, hospital admissions, copying, faxing, and ordering supplies. The PAR mentors new representatives and other staff, maintains confidentiality, demonstrates professionalism, and works collaboratively and independently. The role requires excellent customer service, empathy, working knowledge of medical terminology, and professional written communication.

Requirements

One year of work experience; medical office experience is preferred.
Customer service skills are essential.
Six months of customer service experience is desired.
Working knowledge of medical terminology.
Professional written communication skills for making notes.
Ability to work as part of a team and independently.
High school diploma or equivalent preferred.
BLS may be required for certain locations and/or settings.

Nice To Haves

Post-secondary education is helpful.
Medical terminology is helpful.
Experience in a medical office setting is preferred.
Six months of customer service experience is desired.

Responsibilities

Greet patients and verify demographic information for accurate registration and/or scheduling.
Create electronic files and prepare, scan, route, and explain required forms and documents; obtain patient signatures.
Establish or assign financial responsibility, assist with payment arrangements, and collect applicable payments.
Address registration work queue issues, denied insurance claims, and registration database maintenance as applicable.
Schedule appointments and procedures, coordinate referrals, conduct pre-authorization, arrange interpreter services, and check patients in and out.
Coordinate appointments with nursing teams and providers; maintain provider schedules and manage recall lists and waitlists as applicable.
Operate multi-line telephones and, depending on the setting, operate a switchboard, call codes, and page providers.
Perform additional setting-dependent duties, which may include chart preparation, financial assistance coordination, visit tracking, reporting, assessment administration, Telemed coordination, charge entry and verification, reminder calls, hospital admissions, copying, faxing, and ordering supplies.
Mentor new Patient Access Representatives and other staff.
Maintain confidentiality, professionalism, mutual respect, and cooperation while providing empathetic customer service.