Patient Service Representative

Position Summary
The Patient Access Representative plays a critical role in ensuring a positive patient experience by providing efficient, courteous, and accurate support throughout the patient visit. This position is responsible for patient registration, insurance verification, financial counseling support, and scheduling follow-up care while maintaining compliance with organizational and regulatory requirements.

Key Responsibilities

• Greet patients and ensure a welcoming, professional experience upon arrival
• Manage patient flow to support timely and efficient service
• Accurately collect, verify, and update patient demographic and insurance information
• Complete registration for scheduled and walk-in patients
• Verify insurance benefits and determine patient financial responsibility
• Collect copays, outstanding balances, and estimated out-of-pocket costs
• Follow financial clearance protocols for non-urgent services when applicable
• Identify patients who may need financial assistance and refer to financial counseling services
• Perform visit checkout, including scheduling follow-up appointments and providing necessary documentation
• Maintain up-to-date knowledge of insurance plans, payer requirements, Medicare/Medicaid guidelines, and pre-authorization processes
• Communicate customer service concerns and process improvement opportunities to leadership
• Meet or exceed departmental productivity and quality standards, including a 98% accuracy rate
• Foster positive relationships with patients, families, and clinical staff through professional and collaborative communication

Qualifications

Education & Experience

• High school diploma or GED required
• Prior experience in patient access, registration, scheduling, insurance verification, billing, or medical assisting preferred

Skills & Competencies

• Strong problem-solving and critical thinking skills
• Ability to understand and explain Medicare, HIPAA, and EMTALA regulations
• Knowledge of medical terminology, anatomy, and healthcare processes
• Excellent verbal and written communication skills with a professional and courteous demeanor
• Strong attention to detail with the ability to handle confidential information appropriately
• Proficiency with Microsoft Outlook, Word, Excel, and healthcare registration systems (e.g., ADT)
• Basic math skills, including the ability to calculate payments, balances, and percentages
• Ability to work independently in a fast-paced, high-pressure environment while prioritizing tasks effectively

Work Environment

• Office-based healthcare setting
• Primarily sedentary role requiring extended periods of sitting
• Occasional lifting of up to 10 lbs
• Use of standard office and registration equipment