Patient Access Representative

Description:

If you thrive in a fast-paced clinic and love caring for children, this is the place to shine! Every patient, every family, every day — your skills make the difference. In this role, you’ll play a vital part in supporting the care and comfort of our pediatric patients and their families.

POSITION SUMMARY:

As a Patient Access Representative, you’ll be one of the first friendly faces families meet when they visit our practice. From scheduling and registration to insurance verification and financial clearance, you’ll ensure patients are ready for care the moment they arrive. Your commitment to accuracy and exceptional service helps keep each patient’s record up-to-date, supporting high-quality care and an outstanding front-desk experience.

Schedule: Full-time schedule (40 hours / week) working Monday–Thursday, 8:30am–5:00pm; Friday, 7:45am–4:00pm; approximately one Saturday per month, 8:15am-12:30p.

RESPONSIBILITIES:

• Answers calls for multiple areas in efficient and effective manner using standard greetings for opening of call, content of call and closure of call.
• Ensures accuracy in answering questions and assisting customer with requests to meet their needs.
• Demonstrate exceptional customer service and patient focus to make each encounter extraordinary.
• Verify and accurately capture patient demographics, insurance, and appropriate medical information.
• Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient’s health concerns according to the department’s urgency.
• Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously within appropriate area of knowledge.
• Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc.
• Captures customer information and document using messaging system to clinic staff and/or providers.
• Schedules appointments in electronic systems using guidelines for area/department including prioritizing patients' health problems according to their urgency while making safe and effective decisions. May include referrals, follow-up on overdue well visits, or overdue vaccinations.
• Updating patient files and appointment information accurately
• Communicating information and important details to other medical care staff
• Contacting insurance companies regarding coverage, preapprovals, billing, and other issues
• Processing payments from patients and handling billing issues between patients and insurance companies
• Managing various types of paperwork and other clerical duties
• Maintain strict confidentiality; adheres to all OSHA, HIPAA, and other federal, state, and local guidelines/regulations.
• Demonstrate dedication to the mission, vision, values, and goals of the organization.
• Regular and reliable attendance including attending monthly staff meetings.
• Perform other duties as assigned

Requirements:

• High School diploma or GED
• Minimum one (1) year of customer service experience
• Reliable transportation, valid driver’s license and auto insurance
• Ability to travel between clinic locations to support operations needs

Preferred:

• Healthcare experience, preferred

Knowledge, Skills & Abilities:

• Strong understanding of front office healthcare workflows, including patient registration, scheduling, and insurance verification
• Confident use of electronic medical record (EMR) systems and office technology to ensure accurate and timely patient information
• Delivers a positive patient experience by providing friendly, professional, and empathetic service to pediatric patients and families
• Communicates clearly and effectively with patients, parents, providers, and team members
• Thrives in a fast-paced environment while maintaining accuracy, organization, and attention to detail
• Effectively prioritizes responsibilities and remains composed when managing competing demands or high patient volume
• Uses sound judgment, critical thinking, and problem-solving skills to resolve issues and support smooth clinic operations
• Demonstrates initiative, reliability, and the ability to work both independently and as part of a collaborative team
• Consistently upholds HIPAA compliance and protects patient confidentiality