Patient Access Representative

NORTHSHORE HEALTH CENTERS•Portage, IN

About The Position

The Patient Access Representative serves as patients’ first point of contact and helps create a positive patient experience. The role schedules appointments and collects and documents accurate patient information. The representative works closely with clinical teams, Pre-Service Clearance, and Patient Service Representatives to ensure patients are scheduled appropriately, prepared for visits, and informed of requirements before approval. Work is performed in an office environment and involves frequent, constant, and sometimes interruptive contact with patients, physicians, and other healthcare personnel. The work may be stressful. Hybrid or remote opportunities may be available at the discretion of the Patient Access Manager. Travel within and outside Northshore locations is rare.

Requirements

High school diploma, transcripts, or equivalent.
Ability to analyze situations and solve problems at strategic and tactical levels.
Excellent interpersonal and customer service skills.
Ability to comprehend, interpret, and apply relevant laws, guidelines, regulations, ordinances, and policies.
Ability to acquire a thorough understanding of the organization’s hierarchy, jobs, qualifications, compensation practices, and related administrative practices.
Organization and planning skills.
Critical thinking and problem-solving skills.
Ability to maintain composure and operate with emotional intelligence.
Ethical reasoning and decision-making skills.
Strong attention to detail.
Receptiveness and responsiveness to feedback.
Excellent verbal and written communication skills.
Time management, prioritization, and sense of urgency.
Proficiency with Microsoft Office Suite or related software.

Nice To Haves

Associate’s degree in Health Services, Healthcare Administration, or a related field.
Two years of experience working within a healthcare setting.

Responsibilities

Answer incoming calls courteously and professionally, identify callers’ needs, and direct non-scheduling inquiries to the appropriate department.
Ask appropriate questions to determine patient needs, visit type, and provider preference when scheduling appointments.
Schedule appointments in accordance with scheduling guidelines and templates.
Follow HIPAA policies and procedures to protect patient confidentiality.
Accurately enter and update patient demographics, insurance, and contact information during scheduling.
Provide clear guidance on financial requirements, including insurance, sliding fee eligibility, and Medicaid enrollment.
Address patient questions before ending calls and provide clear next steps when needed.
Educate patients about services offered at NorthShore Health Centers.
Attend required meetings and training sessions.
Maintain working knowledge of department policies, procedures, and scheduling guidelines.
Assist with rescheduling appointments as directed by the Senior Patient Access Representative or Patient Access Manager, and communicate with patients in a timely manner.
Contact patients to schedule appointments based on self-scheduling requests.
Support scheduling of internal referrals.
Complete other assigned tasks requiring similar or lesser skills and abilities; duties may be continuing or occasional and may change at management’s discretion.