Patient Access Representative

Position Summary

The Patient Access Representative serves as the first point of contact for patients and plays a critical role in creating a welcoming, efficient, and professional front-office experience. This position is responsible for managing patient registration, scheduling, payment collection and posting, as well as demographic and insurance data entry while ensuring accuracy and confidentiality in all interactions. The Patient Access Rep supports daily clinic operations by maintaining provider schedules, assisting patients with questions, coordinating appointment logistics, and facilitating clear communication between patients and clinical staff. Through strong customer service, attention to detail, and adherence to organizational policies and procedures, the Patient Access Rep helps ensure a smooth patient flow and positive patient experience.

Essential Functions

Patient Access Duties

• Serve as the first point of contact by answering incoming calls and greeting patients, addressing questions and concerns with professionalism and courtesy.
• Accurately enter and update patient demographic, insurance, and scheduling information in the electronic system on a daily basis.
• Schedule, reschedule, and confirm appointments, including follow-ups, call-ins, and walk-ins, and provide appointment reminders to patients.
• Maintain provider schedules and distribute daily schedules to providers and clinical support staff.
• Assist patients with basic insurance or billing inquiries and route more complex issues to the appropriate staff member.
• Maintain adequate supplies of registration forms and ensure the front-office area remains clean, organized, and professional.
• Communicate clearly and accurately when transcribing or relaying verbal information received by phone or in person.
• Maintains daily transaction log; reconciliation of cash/credit card payments.

Billing Support

• Assist with patient account holds, insurance eligibility issues and No-show rescheduling within Athena One to include accurate payment posting at time-of-service payments.
• Verify insurance eligibility and resolve discrepancies to prevent billing delays and claim issues.
• Review and resolve patient account and insurance discrepancies in collaboration with the billing team.
• Support AR efforts by addressing outstanding balances and unresolved accounts.
• Prioritize assigned work queues and follow up on outstanding issues to support timely account resolution and accurate billing.

Core Responsibilities and Organizational Expectations

In addition to role responsibilities, every employee has the following responsibilities as a part of their employment:

• Provides courteous, responsive, and service-oriented support to patients, visitors, and colleagues. Promotes a respectful and welcoming environment, communicates clearly, and works collaboratively to support team and organizational goals.
• Performs all duties in a manner consistent with Park West Health System's mission, vision, and organizational values, demonstrating a commitment to quality care, respect, and service excellence.
• Adheres to all applicable federal, state, and local regulations, as well as organizational policies and procedures, including HIPAA, privacy, and security standards.
• Follows all infection control, workplace safety, and risk management protocols. Participates in quality improvement and performance initiatives as appropriate to the role.
• Maintains professionalism, reliability, and accountability in attendance, performance, and communication; completes required trainings; participates in staff meetings and organizational initiatives
• Performs other duties on an as-needed basis.

Qualifications

• High school diploma or equivalent required.
• Minimum of two (2) years of clerical or front-office experience in a medical or dental setting preferred.
• Bilingual (e.g., English/Spanish) preferred.
• Proficiency with Windows-based computer systems and database programs.
• Experience using electronic medical record (EMR) systems for scheduling and patient registration preferred.

Skills

• Ability to accurately navigate and document information within an EMR system.
• Strong telephone etiquette and customer service skills.
• Excellent interpersonal, communication, and organizational abilities.
• Ability to multitask effectively in a fast-paced environment.
• Commitment to teamwork, professionalism, and patient-centered service.