Patient Access Specialist (PAS)

Job Title:

Patient Access Specialist (PAS)

FLSA Status:

Non-Exempt

Reports To:

Site Management Coordinator

Minimum Qualifications and Skills

• High school diploma or GED required; Associate degree preferred.
• 1-3 years of experience in a healthcare or customer service setting. Experience with EHR systems (Epic preferred).
• Knowledge of insurance verification and scheduling systems.
• Strong interpersonal and communication skills.
• Cultural humility and patient-centered mindset.
• Attention to detail and accuracy.
• Ability to multitask in a fast-paced environment.
• Problem-solving and conflict resolution skills.
• Team collaboration across clinical and administrative functions.
• Experience with Sliding Fee Discount Program (SFDP).
• Bilingual (English/Spanish or other languages relevant to patient population.
• Experience working with underserved or vulnerable populations

Position Summary

The Patient Access Specialist (PAS), serves as the first point of contact for patients and visitors at the health center. This role is responsible for delivering excellent customer service, facilitating patient access to care, and supporting efficient clinic operations in alignment with federal requirements, including access, affordability, and patient-centered service delivery.

Responsibilities

Patient Access & Registration:

• Register and pre-register patients by collecting and verifying demographic, insurance, guarantor and required registration information.
• Update and maintain accurate patient records in the electronic health record/practice management system.
• Enter all corresponding information and ensure required UDS and registration fields are completed accurately.
• Schedule, reschedule, and confirm patient appointments in accordance with provider templates and organizational scheduling guidelines.
• Verify insurance eligibility, benefits, prior to and at time of service.
• Collect copays, outstanding balances, and point-of-service payments; maintain cash drawer in accordance with organizational procedures.
• Screen uninsured and underinsured patients for sliding fee discount program and obtain/review required documentation and create approval, pending or denial status.
• Educate patients regarding monetary responsibility, payments options, and available assistance programs.

Patient Access & Scheduling:

• Answer high-volume inbound calls in a timely, professional manner
• Schedule, reschedule, and cancel appointments across service lines (medical and behavioral health)
• Conduct outbound calls for Appointment reminders and No-show follow-up and re-engagement
• Preventive care outreach (e.g., HEDIS gaps, chronic care follow-ups) Support patient retention initiatives, especially for "lost to care" populations
• Answer and manage inbound calls through organizational call queues in a timely and professional manner.
• Route calls, messages and patient inquiries to the appropriate department or staff member in accordance with established workflows.
• Assist with printing and processing patient referrals to support operations workflow.
• Educate and assist patients with enrollment and use of the organization's digital patient engagement tool.
• Coordinate with clinical and administrative staff to support patient flow and continuity of care.
• Answer and manage inbound calls through organizational call queues in a timely and professional manner.

Customer Service & Patient Experience:

• Promote a welcoming, trauma-informed, and patient-centered environment
• Participate in quality improvement (QI) and patient-centered medical home (PCMH) workflows
• Serve as the first point of contact for patient inquiries (in person and by phone)
• Manage high call volumes and provide accurate information regarding services
• Assist with printing and processing patient referrals to support operations workflow.
• Educate and assist patients with enrollment and use of the organization's digital patient engagement tool.
• Coordinate with clinical and administrative staff to support patient flow and continuity of care.
• Address patient concerns and escalate issues appropriately

Compliance Coordination Requirements :

• Works in collaboration with all areas of the revenue cycle to identify and resolve issues and/or other discrepancies.
• Maintain an awareness of lobby activity to ensure patients are appropriately assisted, checked in timely and not waiting unnecessarily.
• Multitask effectively between front desk, lobby, phone queue, and simultaneous patients access responsibilities in a fast-paced environment.
• Educate and assist patients with enrollment and use of the organization's digital patient engagement tool.
• Maintain patient confidentiality and comply with HIPAA, FQHC, payer, and organizational requirements.
• If assigned as the opener: responsible for always maintaining the key in possession and making sure the clinic is open on time daily.
• If assigned as the Closer: responsible for always maintaining the key in possession and making sure the building is secure after all patients have exited at the end of clinic.
• Participate in training, meetings, and workflow improvement initiatives as assigned.

Perform other related duties as assigned.

CCHC is committed to:

• Respectful, Compassionate and Quality Care
• Affordable and Equitable Services and Treatment
• Culturally Appropriate and Comprehensive Community Based Services Service Integrity Offered by Qualified, Dedicated Staff
• A Safe and Welcoming Environment for All

Employee Benefits offered to Fulltime Staff

• Blue Cross Blue Shield Medical Insurance
• Blue Cross Blue Shield Dental and Vision Insurance
• Supplemental Benefits
• Life Insurance (Employer Provided at no additional cost)