Patient Access Representative-Lead

University of Mississippi Medical Center•Jackson, MS

1d•Onsite

About The Position

The Patient Access Representative-Lead is an advanced patient access role responsible for managing complex patient registration tasks, verifying insurance information, collecting payments, scheduling appointments, and maintaining accurate patient records while ensuring the integrity of the Master Patient Index. The position supports a seamless, welcoming patient experience and ensures compliance with regulatory and confidentiality standards. It also contributes to process improvements and operational efficiency. The Lead serves as a resource for staff by providing coaching and training, resolving escalated patient and payer issues, and collaborating with clinical and administrative teams to optimize patient access workflows. Strong communication, problem-solving, customer service, and organizational skills are essential.

Requirements

High school diploma or GED.
One year of experience in clinical admissions, patient registration, or patient scheduling.
Advanced knowledge of patient throughput workflows and regulations.
Advanced knowledge of revenue cycle healthcare systems.
Ability to maintain confidentiality.
Ability to understand and analyze complex payer guidelines and patient access regulations.
Demonstrated analytical skills to identify root causes of errors and correct them appropriately.
Good verbal and written communication skills.
Ability to maintain professional standards.
Effective organizational skills.
Basic computer skills, including proficiency in Microsoft Word and Excel and basic data entry.

Responsibilities

Provide coaching and training to the patient access team, fostering a patient-centered culture that promotes professional, empathetic, and efficient service.
Develop, coordinate, and deliver training programs for new and existing staff on registration, insurance verification, and payment collection processes.
Greet and assist patients, families, and visitors professionally, empathetically, and with a sense of urgency.
Complete timely and accurate patient registration, including collecting and verifying demographic, insurance, and financial information.
Obtain patient signatures on consent forms, privacy notices, and financial documents in compliance with hospital and legal requirements.
Verify insurance eligibility and benefits using electronic tools or direct contact with payers, and update records accordingly.
Determine and collect patient co-pays, deductibles, or deposits as appropriate; provide information about financial assistance programs when needed.
Collaborate with clinical and security teams to prioritize patient intake based on acuity and maintain efficient patient flow.
Enter and maintain patient data in the electronic medical record and registration systems, correcting duplicate records or errors as necessary.
Respond promptly and courteously to patient and family inquiries, with sensitivity to diverse situations and emotional states.
Stay informed about payer guidelines and hospital policies and protocols to ensure compliance and accuracy.
Support process improvements, train new staff, and provide backup assistance to other Patient Access areas during high-volume periods.
Collaborate with department leaders to identify training needs and implement strategies that improve patient access operations and customer service quality.
Perform other assigned duties; duties may be added or changed by management.