Patient Access Representative

Overview: This position is one of the most important functions in the health care delivery system and the first point where contact is made personally or by telephone. The person will receive the patient and direct them to the services needed. Making appointments and making preliminary assessment category of payment for patients are essential before provider can see them. 

Duties and Responsibilities: 

• Welcome patients as they contact the center personally or by telephone, and explain the services available, payment categories, and billing procedures. 

• Sign in patients 

• Update patient information at check-in within the EHR at every visit. Entering new patients into CTMP and maintenance of all other data input. 

• Responsible for accurate appointment scheduling; direct walk-in patients and emergencies as per established policies and procedures. 

• Pulling charts, tracking patients in EHR, and handing off chart to Medical Assistant or appropriate staff. 

• Ensuring that all charts are in compliance with documentation requirements. 

• Completion of all filing of charts by end of day. 

• Answer all incoming calls and route them to the appropriate staff including faxes. 

• Work closely with provider staff to assure smooth patient flow and cut down on waiting time. 

• Work closely with social services and refer patients who chronically do not keep their appointments for follow-up. 

• Call and remind patient of his/her appointment including the six-month no show report. 

• Follow up on “no show” patients on a daily basis. 

• Communicate patient’s problem/complaint to the Clinical Nurse Manager or his/her designee. 

• Communicate with patients professionally and accurately regarding clinic policies, delays in schedules, etc. 

• Maintenance and clean up of clinic lobby area. 

• Check voicemails and return phone calls promptly. 

• Coordinate patient flow into Eligibility for services, such as admission, re-certification, and insurance changes. 

• Assist in screening of Medicaid and other insurances. 

• Accurately implement and collect co-pays. 

• Maintain stock of office supplies. 

• Keep all program fliers and information posted and available in waiting room. 

• Compliance with all policies and procedures, including confidentiality for patients and patients records. 

• Help with scanning procedures to get patient information into Electronic Health Record. 

• Make and maintain paper back up patient file including printing of Face Sheet every six months and patient labels. 

• Other duties as assigned by Supervisor, Operations Manager or Chief. 

Education, Experience, Licensure/Certification and Skills/Abilities Related Requirements: 

• Ability to work under pressure.  

• Ability and willingness to treat all patients with the utmost kindness and consideration in the most trying situations. 

• Friendly personality with the desire to work with the public 

• Ability to handle multi-functions. 

• Understanding of community based organizations. 

• Communicate patients’ problems to the medical staff. 

• Ability to relate to the public. 

• High school graduate/GED. 

• One year of medical experience from a similar setting. 

• Formal training from a vocational school in lieu of the above. 

• Ability to relate to patients, through familiarity with medical terminology and triage procedure. 

• Must believe in health care with dignity for all 

• Ability to communicate with people and understand their problems. 

• Bilingual in English/Spanish strongly preferred. 

• Minimum typing speed of 35 wpm.