Senior Patient Access Specialist

Ensemble Health Partners • Richmond, VA

1d • Onsite

About The Position

The Senior Patient Access Specialist performs admitting and patient access duties for patients receiving services at Ensemble Health Partners. The role may also include training, scheduling, and other senior-level responsibilities, and requires working within organization-wide policies, processes, and regulatory requirements. The position is onsite at Bon Secours – St. Mary's Hospital in Richmond, Virginia, and pays $18.65–$19.90 based on experience.

The role supports accurate patient registration, insurance verification, medical-necessity and compliance checks, point-of-service collections, and patient education while providing compassionate customer service. Senior-level duties include developing training materials and staff schedules, auditing accounts and reporting findings, and providing on-call support, including possible unscheduled coverage.

Requirements

• 1 to 3 years of experience in a similar role.
• Must be inquisitive and open to innovation, including AI, to explore better processes and reduce friction in patient and client experiences.
• Associate degree or equivalent experience.
• Ability to work onsite at Bon Secours – St. Mary's Hospital in Richmond, Virginia.
• Must reside and be authorized to work in the United States.

Nice To Haves

• Understanding of revenue cycle processes, including admission, billing, payments, and denials.
• Comprehensive knowledge of patient insurance processes for obtaining authorizations and verifying benefits.
• Knowledge of health insurance requirements.
• Knowledge of medical terminology, CPT codes, or procedure codes.

Responsibilities

• Perform admitting and patient access duties, including assigning accurate medical record numbers, collecting insurance information, processing physician orders, and completing medical necessity or compliance checks.
• Provide patient instructions and excellent customer service with appropriate compassion, as measured by Press Ganey.
• Serve as the department SMART and follow Ensemble Health Partners policies and processes.
• Operate the telephone switchboard to relay incoming, outgoing, and inter-office calls, as applicable.
• Use quality auditing and reporting systems to identify and ensure correction of accounts, including accounts associated with other employees, departments, and facilities.
• Develop training materials and programs for new hires and provide continuing education to associates in revenue cycle areas.
• Develop staff schedules for the patient access department.
• Provide on-call after-hours support and guidance, and work unscheduled times when needed to address staffing issues.
• Collect point-of-service payments in emergency, outpatient, and inpatient settings, including past-due balances, and offer payment-plan options.
• Conduct account audits, ensure forms are completed accurately and timely, and provide statistical data to Patient Access Leadership.
• Meet assigned point-of-service collection goals.
• Explain general consent-for-treatment forms, obtain required signatures, and record the witness's name.
• Explain and distribute patient education documents, including Medicare notices, observation forms, consent forms, and other applicable forms.
• Review insurance eligibility responses, select applicable insurance plan codes, and enter benefit data to support point-of-service collection and billing processes.
• Pre-register patient accounts when applicable and make inbound or outbound calls to obtain demographic, insurance, and other patient information.
• Screen medical necessity using Advanced Beneficiary Notice software, inform Medicare patients of possible non-payment, and distribute ABNs when 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
• Quarterly and annual incentive programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree