Patient Access Specialist Associate

Ensemble Health Partners • Richmond, VA

26d • Onsite

About The Position

This entry-level, onsite role performs admitting and patient access duties for patients receiving hospital services. The position supports the organization’s mission, goals, policies, processes, and regulatory compliance requirements while providing compassionate, high-quality customer service. The role is based at Bon Secours - St Francis Med Ctr - Richmond in Midlothian, Virginia, and pays $17.00–$18.15 per hour based on experience.

Patient Access staff support patient registration and pre-registration, collect and verify patient and insurance information, process physician orders, review insurance eligibility and benefits, and support point-of-service collections and billing processes. They explain and distribute required consent, patient education, and other designated forms, obtain signatures, and conduct medical-necessity screening, including use of ABN software for Medicare patients. The role also includes telephone switchboard duties, account audits, quality reporting, and meeting assigned point-of-service goals.

The position requires at least one year of customer service experience and a high school diploma or GED. The CRCR certification is required within nine months of hire and is company paid. The posting highlights bonus incentives, paid certifications, tuition reimbursement, comprehensive benefits, and career advancement opportunities.

Requirements

• At least 1 year of customer service experience.
• High school diploma or GED.
• CRCR certification required within 9 months of hire; company paid.
• Must be inquisitive and demonstrate openness to innovation, including AI, to explore better processes and reduce friction in patient and client experiences.
• Must be able to work onsite at Bon Secours - St Francis Med Ctr - Richmond in Midlothian, VA.

Responsibilities

• Assign accurate medical record numbers (MRNs), complete medical-necessity and compliance checks, provide patient instructions, collect insurance information, receive and process physician orders, and use an overlay tool while delivering excellent customer service.
• Operate the telephone switchboard to relay incoming, outgoing, and inter-office calls, following policies and providing compassionate customer service.
• Meet assigned point-of-service goals.
• Use quality auditing and reporting systems to identify and correct account issues, including accounts associated with other employees, departments, and facilities.
• Audit accounts, ensure forms are completed accurately and on time to meet audit standards, and provide statistical data to Patient Access leadership.
• Pre-register patient accounts before visits, including making inbound and outbound calls to obtain demographic, insurance, and other patient information.
• Explain patient financial liabilities and collect point-of-service payments and past-due balances, including discussing payment plan options.
• Explain general consent-for-treatment forms to the patient, guarantor, or legal guardian; obtain required signatures and the witness’s name.
• Explain and distribute patient education documents and forms, including Important Message from Medicare, Important Message from Tricare, observation forms, MOON forms, consent forms, and forms implemented for future services.
• Review insurance eligibility responses, select the applicable insurance plan code, and enter benefit data into the system to support point-of-service collections and billing processes.
• Screen medical necessity using Advanced Beneficiary Notice (ABN) software, inform Medicare patients of possible non-payment for tests, and distribute ABNs as appropriate.
• Distribute and document other designated forms and pamphlets.

Benefits

• Bonus incentives.
• Paid certifications.
• Tuition reimbursement.
• Comprehensive benefits, including healthcare, time off, retirement, and well-being programs.
• Professional development and career advancement opportunities.
• Quarterly and annual incentive programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED