Patient Access Representative

The Patient Access Representative plays a critical role in delivering patient-centered, coordinated, team-based care at Valley View Health Centers. Reporting to the Patient Access Coordinator, this position is responsible for efficient and professional front desk operations, including patient registration, scheduling, insurance verification, document management, and customer service. This role supports VVHC's mission by demonstrating customer focus, accountability, innovation, excellence, and integrity in every patient interaction.

Functional Area: Patient Registration

Estimated Effort: 45%

Responsibilities, Deliverables, Outcomes and Expectations:

• Ensure patients have access to insurance enrollment and program information necessary to cover services.

• Accurately enter and maintain patient demographic and insurance information in the practice management system.

• Verify third-party coverage, eligibility, and authorizations; manually verify eligibility when EHR systems do not respond.

• Schedule appointments accurately for multiple providers.

• Accurately post copays and patient payments.

• Transfer and manage incoming calls appropriately.

• Scan documents accurately into the EHR system.

• Enter telephone encounters accurately into the EHR.

• Explain Sliding Fee Scale policies and answer patient questions.

• Assist patients with required paperwork.

• Identify patients meeting qualifying criteria for assistance programs.

• Answer phones promptly, professionally, and courteously.

• Work a full-time clerical/administrative schedule within the Patient Access Department.

Functional Area: Front Office Operations

Estimated Effort: 45%

Responsibilities, Deliverables, Outcomes and Expectations:

• Work with the Patient Access Coordinator and Manager to maintain denial rates at or below established thresholds.

• Ensure compliance with Sliding Fee Scale policies and procedures.

• Greet, direct, and assist patients and visitors in a professional manner.

• Balance cash drawers and deposits accurately; monitor department cash flow.

• Complete daily bank deposits as assigned.

• Maintain strong written and verbal communication skills and computer literacy.

• Understand and comply with daily registration audits.

• Travel to other sites as required for work, meetings, or training.

• Review and respond to emails daily.

• Assist patients with billing questions and concerns.

• Multi-task effectively in a fast-paced environment.

• Operate standard office equipment including computers, printers, scanners, fax machines, and voicemail systems.

• Work independently with minimal supervision while collaborating effectively with team members.

• Participate in Saturday front office coverage rotations.

• Submit leave requests at least 14 days in advance.

• Handle patient complaints as opportunities to improve patient satisfaction.

• Learn and apply policies and procedures accurately.

• Support departmental goals and enhance overall health center operations.

• Serve as a representative of VVHC/CAC on assigned committees.

• Perform other duties as assigned.

Functional Area: Agency Service

Estimated Effort: 10%

Responsibilities, Deliverables, Outcomes and Expectations:

• Perform duties as assigned to support the mission, vision, and operations of the Community Action Committee of Pike County and Valley View Health Centers.

Minimum Requirements

Education:

High School Diploma or equivalent.

Job-Related Experience:

• Demonstrated typing competency (minimum 30 WPM).

People Management Experience:

Not applicable.

Licenses, Certifications, and Accreditations:

• Valid driver's license.

• Proof of automobile insurance.

• Insurable under agency insurance policy.

• Reliable transportation.

• Compliance with VVHC employee uniform/attire policy.

Preferred Qualifications

• Prior experience with electronic medical records.

• Three (3) years of customer service experience.

Working Conditions

This position operates primarily indoors in a climate-controlled office environment. Duties require regular sitting, close vision, and use of hands and fingers to handle tools and office equipment. The role involves frequent communication with patients and staff. Employees regularly lift up to 10 pounds and occasionally up to 25 pounds. Occasional movement between work areas or sites may be required, with potential exposure to varied environmental conditions.

Education

• High School Diploma or equivalent
• Demonstrated competency in typing minimum 30 WPM

Agency Requirements

• Current valid driver's license
• Proof of automobile insurance
• Insurable under agency insurance policy
• Reliable transportation
• Compliance with VVHC's employee uniform/attire

Preferred Qualifications

• Prior experience with electronic medical records.
• 3 years customer service experience
• Dental Scheduling experience preferred

Our Patient Access Representatives play a key role in the center's aim to deliver patient-centered, coordinated team-based health care. Reporting to the Patient Access Coordinator, the Patient Access Representative is responsible for completing all front desk functions efficiently and professionally including appointment scheduling, patient registration, insurance verification, patient collections, scanning documents into the EHR system and telephone management. As a Valley View Health Center employee, your role is to deliver on our mission every day by living out our values of customer focus, accountability, innovation, excellence and integrity.

Functional Area: Patient Registration

Estimated Effort: 45%

Responsibilities, Deliverables, Outcomes and Expectations

• Responsible for ensuring all patients have access to insurance enrollment and program information necessary to cover provided services as stipulated in our Mission.
• Responsible for ensuring all patient information is accurately entered within the practice management system.
• Responsible for confirming third party coverage through payer verification and authorization.
• Works 40 hours a week clerically/administratively, as a Patient Access Representative, within the patient access department of VVHC.
• Able to accurately schedule for multiple providers within the agency.
• Accurately post copays and monies in appropriate locations
• Able to transfer calls/park calls.
• Accurately scan documents into EHR system.
• Enter telephone encounters accurately in the EHR system.
• Ability to explain the Sliding Fee Scale and answer patient's questions.
• Accurately post copays and monies in appropriate locations.
• Answer phones promptly and professionally
• Ability to verify eligibility when EHR does not respond.
• Assist patients with paperwork.
• Identify patients with two qualifiers.

Functional Area: Front Office Operations

Estimated Effort: 45%

Responsibilities, Deliverables, Outcomes and Expectations

• Works with the Patient Access Coordinator and Patient Access Manager to keep denials at a minimum of 7%.
• Works with the Patient Access Coordinator and Patient Access Manager to ensure Sliding Fee Scales policy and procedures are being followed.
• Ability to greet and direct patients and visitors
• Responsible for accurate daily balancing of cash drawers and deposits and monitoring/reporting department cash flow.
• Responsible for maintaining self-discipline and morale, assuring individual compliance with policies.
• Maintain good oral and written communication, with strong language, grammar, computer literacy.
• Understands that assigned supervisor will perform daily audits of all registration activity. IE. Including but not limited to; sliding fee scale application, proof of income verification, payer selection, and billing alerts.
• Must travel as required to other locations, sites to work, attend meetings and seminars, etc.
• Check and respond to emails daily
• Working with billing department to assist patients with questions/concerns.
• Multi-task successfully.
• Must be able to operate PC, laser-jet printers, modem, facsimile machine, scanners, and computerized voice mail system and common office machines at the assigned site.
• Attentive/receptive when directions are given
• Possess the ability to establish and maintain professional working relationships with all levels of staff, clients, and the public.
• Ability to understand and follow verbal and written communication.
• Ability to work independently at the assigned site with minimal/no supervision.
• Accomplish projects as a team member, team leader or individual as assigned.
• Willingness to be part of a team-unit and cooperate in the accomplishment of departmental goals and objectives.
• Adhere to our patient service principles such as handling complaints as opportunities to impress the patient.
• Learn policies and procedure and answer patient's questions accurately
• Willingness to enhance the overall operation of the health center.
• Understands they will be placed in rotation for Saturday front office coverage.
• Submit leave requests within 14 days of requested time off.
• Other duties as assigned
• Serve as a representative of VVHC/CAC on assigned committees as deemed appropriate.

Functional Area: Agency Service

Estimated Effort: 10%

Responsibilities, Deliverables, Outcomes and Expectations

• Other duties as assigned to carry out the mission, vision and business of Community Action Committee of Pike County and Valley View Health Centers.