Patient Access Representative, Lab (4140)

Position Summary:

The Patient Access Representative supports laboratory operations by accurately registering patients, activating laboratory orders, and ensuring all required information is captured to facilitate timely diagnostic testing. This role serves as a primary point of contact for patients, families, and clinical staff, providing clear communication and courteous assistance throughout the registration and order-entry process. Working closely with laboratory personnel and care teams, the Patient Access Representative helps maintain efficient workflow, patient safety, and service continuity. This position functions within a collaborative, service-oriented environment and supports compliance with confidentiality, regulatory, and organizational standards while promoting a positive patient experience across the Trinity Health system.

Key Responsibilities:

• Perform patient registration and laboratory order activation with accurate demographic, insurance, and physician information in accordance with established policies.
• Communicate clearly with patients, families, and clinical teams to provide information, answer questions, and ensure understanding of the registration process.
• Maintain complete and compliant documentation within the electronic system, ensuring data integrity and adherence to privacy and confidentiality requirements.
• Coordinate with laboratory staff to support timely specimen collection, order processing, and workflow efficiency.
• Respond to incoming calls and in-person inquiries using sound judgment, professional communication, and appropriate service-recovery techniques.
• Support departmental quality initiatives by following established procedures, identifying discrepancies, and escalating issues that may impact patient care or operational accuracy.

Licenses and Certifications Required:

• None

Educational Requirements:

• High School Diploma or equivalent preferred

Experience Requirements:

Customer service experience required Previous work in a health care setting and previous work in a setting that involves public contact and customer service preferred Office/clerical experience preferred

Special Skills or Training Requirements:

• Typing, computer and business machine skills, and attention to detail
• Ability to communicate effectively in person and on the telephone.
• Ability to demonstrate good judgement in handling incoming calls and in person patients efficiently and appropriately.
• Exceptional interpersonal, customer service, problem solving, verbal, and written communication, and conflict resolution
• Ability to handle confidential and sensitive information
• Ability to work in a fast paced environment, working efficiently and multitasking
• Compliance with all Privacy and Confidentiality Standards per Trinity's policies.

Physical Requirements:

The Patient Access Representative is primarily required to sit or stand at a workstation for extended periods while performing computer-based registration and communication tasks. The role involves intermittent walking, reaching, and light lifting of office materials or supply items. Adequate vision, hearing, and speaking ability are essential for data entry, telephone communication, and accurate verification of patient information.

Environmental Requirements:

Work is performed in a hospital reception and laboratory support environment with frequent interaction with patients, visitors, and clinical staff. The role may involve exposure to individuals with various health conditions and requires adherence to infection-prevention and PPE protocols as appropriate. The setting is fast-paced and requires sustained attention, professionalism, and the ability to manage multiple priorities while maintaining confidentiality and customer-service standards.