Patient Access Representative

Holston Medical Group Career•Bristol, TN

About The Position

The Patient Access Representative answers incoming calls and emails from patients, schedules and registers patients in the Patient Management System, and handles routine inquiries related to registration. The role gathers and accurately documents demographic and financial information, validates and updates existing records, creates new patient accounts, and mails paperwork to new patients. The representative works with clinic staff, physicians, patients, and professionals outside the clinic to ensure patient needs are met. The position also requires maintaining confidentiality of personnel information and protected health information, following Holston Medical Group policies and procedures, and providing courteous, helpful customer service. The role includes mentoring and orienting new staff, documenting work processes, and responding appropriately to urgent or emergent situations. Work involves frequent computer and office equipment use, changing tasks, interruptions, and shifting priorities. The position is primarily stationary for at least 75% of the time, with occasional movement within or outside the office and occasional lifting of objects up to 20 pounds.

Requirements

High school diploma or equivalent.
Excellent oral and written communication skills.
Ability to work in a team environment and collaborate with others.
Ability to recognize and respond appropriately to urgent or emergent situations.
Knowledge of medical terminology.
Strong organizational and interpersonal skills.
Customer service experience and experience with multi-line phones.
Familiarity with computers and other office equipment.
Ability to prioritize and multitask efficiently and effectively.
Adherence to policies and procedures, including standards for confidentiality, safety, attendance, punctuality, and personal appearance.
Ability to establish and maintain effective working relationships with physicians, managers, peers, coworkers, and the public.
Ability to communicate and receive detailed oral information, assess work accuracy and thoroughness, and make appropriate decisions using standard office policies and precedents.
Ability to adjust priorities, work independently, and identify potentially more effective work methods.
Ability to interact appropriately with colleagues and patients in different contexts.
Ability to remain in a stationary position at least 75% of the time and operate a computer and office productivity equipment.

Nice To Haves

Two or more years of experience in a clinical setting.

Responsibilities

Answer calls and respond to emails to register patients in accordance with department policies and procedures.
Interview patients courteously.
Enter required information in the system, emphasizing accuracy of demographic and financial data.
Validate and appropriately update existing registration data.
Handle patient inquiries by telephone and email.
Research required information using available resources.
Manage and resolve patient complaints.
Identify and escalate issues.
Document call information according to standard operating procedures.
Interact with patients, physicians, clinic staff, and outside facilities to provide accurate, timely, and responsive information.
Follow Holston Medical Group policies and procedures.
Mentor new staff and orient them to the center.
Maintain strict confidentiality in matters relating to personnel and patient protected health information.
Provide information to patients and families with courtesy and helpfulness.
Demonstrate excellent customer service.
Document work processes as required.