Bilingual Patient Access Representative I - University Medical

Primary-Health-Care,-Inc.; Des Moines (IA); On-site; USD 22,000 - 26,000; Full time

Benefits offered by this job

Generous PTO

Eight paid holidays

Tuition reimbursement

401k with company match

Medical, dental, vision

Life & disability insurance

FSAs/HSA

Dental & accident insurance

Discounted pet insurance

PHC Priderewards program

Job summary

PHC is seeking a Patient Access Representative I to greet patients, register them, and manage front desk operations at University Medical Clinic in Des Moines. The role includes scheduling, insurance verification, and guiding patients to available resources, with a focus on accuracy and excellent service.

The position requires bilingual Spanish/English communication, 1 year in healthcare or 2 years in customer service, and 40 hours/week, standard hours 8 AM–5 PM, Monday–Friday, with potential

Qualifications

• Bilingual Spanish/English communication required.
• 1 year in healthcare or 2 years in customer service.
• Excellent customer service and service-excellence.
• Strong communication, verbal and written.
• Good problem-solving and critical thinking.
• Takes initiative and dependable.
• Team oriented with collaboration.
• Able to follow written and verbal instructions.
• Basic math and cash handling skills.
• Proficient with Microsoft Office and EHR systems.

Responsibilities

• Greet and assist patients and visitors at the front desk with a positive, professional attitude.
• Register patients, collect information, and verify data accuracy.
• Schedule appointments and load insurance information using the scheduling system.
• Assist with financial screenings and eligibility verification.
• Manage payments and cash handling per protocol.
• Scan and index documents into the electronic health record.
• Coordinate with care teams to improve patient flow and satisfaction.
• Support revenue cycle processes and clinic workflows.

Skills

Bilingual Spanish/English

Healthcare customer service

Communication skills

Problem-solving

Dependability

Team oriented

Attention to detail

Basic math

Computer skills

Education

Associate degree (preferred)

Tools

Microsoft Office

Electronic health records (EHR)

Job description

As a Patient Access Representative I, you will be responsible for ensuring a positive and seamless experience for patients and visitors at the front desk of PHC medical or dental clinics. You will be the first point of contact, providing exceptional customer service as you greet patients, complete the registration process, assist with financial screenings, schedule appointments, and help patient access appropriate support resources. This role ensures efficient front office operations by managing the reception area, supporting revenue cycle processes, and collaborating closely with the care team. You will contribute to the improvement of clinic workflows and patient satisfaction by proactively addressing scheduling needs and participating in quality improvement initiatives.

In this position, you will be based at University Medical Clinic in Des Moines and scheduled 40 hours per week, Monday - Friday 8 AM - 5 PM.

You may be asked to work a different shift or float to other PHC clinics on occasion. This position is eligible for a $5.00 per hour shift differential if working a 3-hour shift either on a Saturday or after 5 PM on a weekday. Mileage reimbursment and out-of-town bonus may apply.

Spanish langauge skills are needed for this opening.

What You Will Do

• Takes actions to create a positive customer experience for internal and external customers. Greets visitors, offering prompt and friendly service to those entering the building, calling on the phone, or through electronic messages in a professional and timely manner to ensure their needs are met. Manages the waiting area. Ensures the reception area and waiting room is clean and tidy. Maintains visitor log. Provides and collects visitor badges.

• Accurately documents messages and communicates to the appropriate individual.

• Schedules patient appointments for medical and/or dental clinics, identifying and correcting inaccuracies.

• Completes accurate registration per the medical and/or dental clinic patient registration workflows paying particular attention to patient phone number, address, household income, homeless status, and guarantor.

• Accurately loads insurance into the patient’s registration, ensuring insurance name and ID number are correct. Utilizes Real Time Eligibility (RTE) to confirm active insurance eligibility.

• Ensures a consistent revenue cycle process in a medical or dental clinic. Maintains knowledge about enrollment and verification processes for medical or dental services at PHC.

• Performs insurance verification prior to patient appointments to confirm active coverage for the visit. Helps patients apply for the sliding fee program. Refers patients to Patient Service Specialists for Medicaid, Marketplace and/or other platforms.

• Helps patients apply for the sliding fee program.

• Collects and processes patient payments and applies payment to the correct visit. Manages assigned cash box per established protocols.

• Scans all acquired patient documentation and accurately indexes into electronic health records.

• Monitors patient schedules in the medical and/or dental scheduling system to ensure optimization. Contacts patients due for recalls to fill the schedule, as assigned. Identifies if a patient appointment is running behind and keeps the patient informed. Offers appropriate resources to assist patients in overcoming barriers in making or keeping their appointment (e.g., telehealth, referral to family support workers).

• Collaborates with Patient Care Team members and supports efficient clinic operations by following established workflows. Participates in activities designed to improve patient satisfaction and organizational performance. Contributes ideas and suggestions to improve the patient experience.

• Performs other duties as assigned.

Qualifications You Need

Required

• Bilingual Spanish/English communication skills, written and verbal.
• A minimum of 1 year in a healthcare, human services or social services environment; or 2 years in a customer service role.
• Excellent customer service skills and commitment to service excellence.
• Effective verbal and written communication skills.
• Good problem-solving skills with ability to apply critical thinking.
• Takes initiative and demonstrates dependability.
• Team oriented with ability to collaborate effectively with others.
• Listening and reading skills with ability to follow written and verbal instructions.
• Basic math skills with ability to count money and make change.
• Basic computer skills with proficiency using Microsoft Office applications, keyboard entry and internet-based applications.
• Detail oriented with high degree of accuracy
• Prioritization skills.
• Strong interpersonal skills with ability to establish and maintain effective working relationships with adiverse group of individuals.
• Demonstrates professionalism with ability to remain calm in all situations and show empathy.

Preferred

• Associate degree in related field.
• Work experience in a community health center, medical or dental clinic, or in the essential functions of the position.
• Experience working with patient registration systems and electronic health records.
• Experience using a multi line telephone system.
• Experience working with and knowledge of clinical terminology and health insurance.

We Take Care of Our People

Your related experience and skills determine your base pay. Our typical hiring range for this position is $15.50 - 19.40 per hour. Candidates with extensive related experience may be considered for additional compensation up to the pay range maximum. In addition to base pay, PHC offers a comprehensive benefits package, including:

• Generous PTO accrual

• Eightpaid holidays

• Tuition reimbursement program

• 401k with company match

• Medical, dental, v ision

• Life & disability insurance

• Flexible spending & health savings accounts

• Supplemental accident & critical illness insurance

• Discounted pet insurance

• PHC Priderewards program

Visit https://phciowa.org/careers for a summary of PHC’s benefits.

Grow Your Career with PHC

We take pride in offering development and growth opportunities to our team. Some of our training opportunities include Emerging Leaders, Dental Assitant Trainee Program, & Medical Assistant Trainee Program. In the last year, over 30% of our open positions were filled through promotions or transfers.

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Monday - Friday 8 AM - 5 PM
40 Hours Per Week