Patient Access Representative

Position Purpose The Patient Access Representative exists to ensure every patient experiences a seamless journey from appointment scheduling through check-in and check-out while maintaining the integrity of patient information, supporting revenue cycle processes, and contributing to clinic efficiency. Essential Responsibilities Patient Reception & Customer Service Greet every patient and visitor with professionalism, courtesy, and compassion. Create a welcoming environment that reflects the organization's commitment to exceptional care. Verify patient identity using established patient identification standards. Maintain patient confidentiality in accordance with HIPAA regulations. Address patient questions or concerns professionally and escalate issues appropriately. Assist patients with forms, portal enrollment, and office procedures. Maintain a clean, organized, and professional reception area. Patient Registration Register new patients accurately in the electronic medical record. Update demographics at every visit. Verify: Address Phone numbers Email Emergency contacts Preferred pharmacy PCP information Insurance information Obtain required identification and insurance cards. Scan documentation into the EMR accurately. Ensure all required consent forms are completed. Appointment Scheduling Schedule appointments according to provider templates and scheduling guidelines. Schedule follow-up appointments before patient departure. Coordinate referrals and specialty appointments when appropriate. Assist with waitlists and appointment optimization. Identify scheduling opportunities to improve provider utilization. Follow organizational scheduling protocols. Insurance & Financial Responsibilities Verify insurance eligibility. Confirm referrals and authorizations are in place when required. Explain patient financial responsibilities. Collect: Copays Deductibles Coinsurance Self-pay balances Outstanding patient balances Process payments accurately. Balance daily cash drawer. Prepare end-of-day reconciliation. Follow financial policies consistently. Patient Check-In Complete accurate patient check-in. Confirm insurance eligibility. Review required forms. Verify appointment details. Notify clinical staff of patient arrival. Manage patient wait times. Communicate delays professionally. Patient Check-Out Schedule follow-up appointments. Provide visit summaries. Collect outstanding balances. Coordinate referrals, imaging, and laboratory appointments. Ensure all orders are completed before patient departure. Educate patients on next steps. Electronic Medical Record Responsibilities Maintain complete and accurate documentation. Accurately: Register patients Update demographics Scan records Upload insurance cards Attach referrals Process patient forms Maintain electronic records Communication Responsibilities Communicate effectively with: Providers Medical Assistants Nurses Billing Department Referral Coordinators Call Center Patients Families Maintain professionalism in all interactions. Revenue Cycle Support Support front-end revenue cycle initiatives by ensuring: Accurate insurance information Correct PCP assignment Referral accuracy Financial collections Registration accuracy Insurance verification Demographic accuracy Recognize issues that may affect reimbursement and communicate them proactively. Performance Expectations The Patient Access Representative is expected to consistently achieve organizational standards in the following areas: Registration Accuracy Patient demographics ≥ 98% Insurance accuracy ≥ 98% Documentation completeness ≥ 98% Financial Performance Point-of-service collections Accurate payment posting Daily reconciliation accuracy Scheduling Appointment accuracy Template adherence Reduced scheduling errors Provider utilization support Customer Service Professional communication Positive patient interactions Patient satisfaction Timely issue resolution Operational Excellence Timeliness Attendance Teamwork Adaptability Accountability Required Qualifications High School Diploma or GED Minimum two years of medical office experience Experience with electronic medical records (eClinicalWorks preferred) Insurance verification experience Medical scheduling experience Basic medical terminology Computer proficiency Preferred Qualifications Multi-specialty medical practice experience Front-end revenue cycle experience Prior authorization experience Referral management experience Cash handling experience Bilingual (English/Spanish) preferred Knowledge & Skills Exceptional customer service Professional communication Medical terminology Insurance knowledge Scheduling accuracy Organizational skills Time management Conflict resolution Attention to detail Problem solving Computer proficiency EMR proficiency Multitasking Team collaboration Physical Requirements Prolonged sitting and standing Frequent computer use Ability to lift up to 20 pounds Ability to move throughout the clinic Frequent telephone communication Core Competencies The Patient Access Representative is expected to embody Wellspire Medical's core values: Compassion – Treat every patient with dignity, empathy, and respect while delivering exceptional customer service. Collaboration – Work effectively with providers, clinical staff, and administrative teams to create a seamless patient experience. Accountability – Ensure the accuracy of patient information, insurance verification, scheduling, and financial collections while taking ownership of responsibilities. Empowerment – Educate patients, solve problems proactively, and support team success through initiative and continuous learning. Innovation – Embrace technology, improve workflows, and contribute ideas that enhance efficiency and patient access. Communication – Communicate clearly, professionally, and respectfully with patients, families, coworkers, and external partners. Schedule & Compensation: Full-time position; occasional overtime may be required. Schedule: Monday thru Friday Job Type: Full-time Benefits: 401(k) 401(k) matching Dental insurance Health insurance Health savings account Paid time off Vision insurance Work Location: In person