Patient Account Representative

Trinity Health

About The Position

The Patient Account Representative serves as the first point of contact for patients and visitors, helping ensure a positive experience and support patient satisfaction. The role handles patient check-in and required paperwork, answers and directs phone calls, and coordinates, registers, and schedules appointments in accordance with office guidelines. It also includes managing answering-service messages, confirming next-day appointments, communicating about the missed appointment policy, and scanning patient access documents into the appropriate electronic medical record locations. The representative monitors wait times and patient flow, provides patients with instructions about upcoming procedures and tests under nurse guidelines, and completes check-out functions such as pricing services, collecting patient responsibility payments, and arranging follow-up appointments. Additional duties include filing and retrieving records, assisting with registration documentation in electronic medical records, maintaining an accurate petty cash balance, and performing other assigned duties.

Requirements

High school diploma or equivalent.
Basic Life Support (BLS) for the Healthcare Provider certification, or obtain it within three months of hire.
Proof of completion of Mandatory Reporter abuse training specific to the population served, within three months of hire.
Computer experience.
Other training may be required upon hire.

Nice To Haves

At least one year of experience in a medical office setting.
Knowledge of medical terminology.

Responsibilities

Serve as the first point of contact for patients and visitors and help ensure a positive experience.
Check in patients and complete required paperwork in compliance with clinic and regulatory policies.
Answer incoming phone calls and direct them appropriately.
Coordinate, register, and schedule appointments according to office guidelines.
Use the answering service when appropriate, retrieve messages, and respond accordingly.
Confirm next-day appointments, communicate the Missed Appointment Policy, and send appropriate communications.
Copy and scan patient access documents, such as identification, referrals, and insurance cards, into the correct electronic medical record location.
Monitor patient waiting time and maintain patient flow.
Educate and instruct patients about upcoming procedures and tests under nurse guidelines.
Complete patient check-out functions, including pricing services, collecting patient responsibility payments, and scheduling follow-up appointments.
File and retrieve records and assist with filing registration documentation in electronic medical records.
Maintain an accurate petty cash balance.
Perform other duties as assigned.