Patient Access Representative

About This Role

This Patient Access Representative role is the first point of contact for Women's Care patients, focusing on providing an extraordinary customer service experience. The representative is responsible for patient registration, ensuring accurate scheduling and billing information, and managing patient payments and inquiries.

Responsibilities

• Greet all patients and visitors with a smile in a prompt and courteous manner
• Obtain and confirm patient demographics and update patient profile, including proper patient identification according to the Women’s Care patient identification policy
• Collect payment and/or assist patient with billing concerns while ensuring practices meet time of service collection expectations and goals
• Scan insurance card and other pertinent information into EMR system (HIPAA compliance, authorizations, medical records, etc.)
• Set up payment plans for patients unable to pay balances per Women’s Care Payment Plan policy
• Answer a high volume of incoming phone calls and respond to patient emails promptly while in accordance with the Women’s Care Values
• Confirm all unconfirmed appointments for the next business day
• Monitor the lobby frequently to ensure no one has been waiting too long and keep patients informed if provider delays occur
• Assist patients who are having difficulty with online registration or completion of forms
• Schedule or reschedule appointments
• Act as a back up to verify patient insurance information and determine possible patient payment responsibility
• Verify that all patients have had insurance eligibility and registration completed prior to being seen by the provider
• Schedule any follow up appointments upon patient check out
• Ensure all appointments in eCW are “checked out” at the end of each day or appropriately updated
• Ensure that the lobby and front area are always kept tidy and presentable, and, if necessary, clean the waiting room
• Demonstrate and embody the Women’s Care mission and core values
• Comply with all HIPAA rules, regulations, and guidelines
• Other duties as assigned

Requirements

• High school diploma or equivalent required
• Exceptional customer service experience and a true desire to help others while providing a positive patient experience at every encounter
• Strong organizational skills
• Customer-centric focus and present themselves in warm, welcoming, and professional demeanor
• Strong verbal and written communication skills
• Deadline-driven and detail-oriented
• High level of computer literacy with the ability to use and/or quickly learn computer programs including Microsoft Office