Patient Access Representative I

Kenosha Community Health Center - Pillar Health; Kenosha (WI); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Major Medical

Dental

Vision

Flexible Spending Account

Short-term Disability

Long-term Disability

Life Insurance

Employee Assistance Program

403(b)

Paid Time Off

Public Service Loan Forgiveness (PSLF)

Job summary

Kenosha Community Health Center - Pillar Health in Kenosha, WI seeks a bilingual Patient Access Representative I to welcome patients, register new and returning patients, verify demographics and insurance, and coordinate scheduling.

You will work with EHR systems, handle inquiries, collect copays, and assist with wrap-around services; the role requires strong customer service, HIPAA compliance, and the ability to manage multiple tasks in a busy clinic.

Qualifications

• Experience in customer service, preferably in a clinical setting.
• Ability to read and comprehend instructions and communicate with patients and staff.
• Bilingual abilities in Spanish are preferred to assist diverse patient population.

Responsibilities

• Handle patient check-ins, check-outs, and appointment scheduling.
• Verify and update patient demographics and insurance information.
• Collect copays and outstanding balances at the point of service.
• Communicate with care team regarding appointment changes and urgent visits.
• Maintain patient confidentiality in accordance with HIPAA.
• Coordinate wrap-around services and assist with patient transportation as needed.

Skills

Customer service

Spanish language (preferred)

Education

High School Diploma/GED

Tools

Electronic Health Record (EHR)

Job description

Patient Access Representative I

Kenosha Community Health Center - Pillar Health Kenosha, Wisconsin, United States

About this position

Patient Access Representative I
Pillar Health, a Division of Kenosha Community Health Center is hiring a Bilingual Patient Access Representative I to work its Washington Road location. POSITION SUMMARY The Patient Access Representative I (PAR I) is to provide exceptional patient care by creating a patient service experience that is phenomenal for each and every patient visit. The PAR I works as a partner in the clinic together with the practitioners, assistive clinical staff, other administrative staff and leadership to provide a welcoming, caring and healing environment for patients. Where this position deals directly with patients and family members, the PAR I is responsible to ensure that patients' needs are listened to, understood and resolved within the scope of this job description. The PAR I is primarily responsible for the scheduling, rescheduling or cancellation of patient appointments according to scheduling guidelines and/or company policies. PRIMARY FUNCTIONS The list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Ability to function well while involved in multiple tasks and assignments.
• Ability to concentrate on details while experiencing frequent interruptions.
• Review all company messaging systems at the beginning and end of every shift.
• Welcome and orient new patients to the facility.
• Connect patients to wrap-around services, including, but not limited to, Aging and Disability Resource Center (ADRC), Badger Care, Wisconsin Well Woman Program (WWWP), and medication assistance.
• Coordinate patient transportation assistance.
• Interact with all patients in a professional and courteous manner.
• Ability to direct all incoming calls to appropriate staff.
• Other duties as assigned.

• Verify and update patient demographic information.
• Verify and update patient insurance information and select the appropriate guarantor per service line during the check-in process.
• Initiate new patient full registration process.
• Record patient demographics in EHR to satisfy Universal Data Set (UDS) requirements.
• Coordinate handoff to Intake Registered Nurse.

• Ability to appropriately take accurate, detailed messages and send them to the appropriate person via the Electronic Health Record (EHR).
• Identify triage situations in patients through red flag words and terminology during patient interaction.
• Work collaboratively with nursing staff to schedule urgent visits.
• Schedule and reschedule patient appointments according to the scheduling guidelines.
• Ensure confirmation of all scheduled appointments via the Care Messaging platform, MyChart, or directly with the patient.
• Verify changes to insurance benefits prior to scheduling or during the confirmation process.
• Ability to understand and implement schedule templates.
• Review the Reschedule list in the EHR and schedule appointments appropriately.
• Review the Follow-Up list in the EHR and schedule appointments appropriately.
• Review the Waitlist in the EHR and schedule appointments appropriately.
• Communicate with the care team regarding same-day appointments or changes in scheduling.

• Inform patients of the balances they owe in a professional and courteous manner.
• Collect payment for services provided.
• Inform patients and obtain acknowledgment of consent for treatment, clinic, and appointment policy adherence, patient and payment responsibilities.
• Collect and/or verify photo identification of patient and guardian (where applicable).
• Check-in patients via the EHR for scheduled services or walk-ins.
• Collect payment at the time of service, including copays and/or outstanding balances, according to payment policy.
• Review patient paperwork for accuracy and follow up with the patient for missing information.
• Scan completed paperwork to patient chart in EHR.
• Print and reconcile the end‑of‑day batch report with on‑hand cash, attest to the reconciled batch report, and then deposit it in the drop box.
• Ensure patients have a documented guardian or case worker present when appropriate.

POSITION REQUIREMENTS Education and/or Experience High School Diploma/GED required. Six to twelve months of related experience is preferred. Customer Service experience in a clinical setting preferred. Prior experience with using an Electronic Health Record is preferred. Language Skills Ability to read and comprehend instructions from your manager. Ability to effectively communicate with patients and employees from the organization. Ability to communicate in Spanish (oral and written) preferred. Physical Demands The physical demands described here are representative of those that must be met by an employee to perform the primary functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform their primary functions. While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, and talk or hear. Sitting greater than 75% of the time. Walking and standing less than 25% of the time. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally bend and lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. WORK SCHEDULE Open availability to work between 32-40 hours during clinic operating hours. Clinics generally operate Monday – Thursday, 7 am – 7 pm, Friday, 7 am – 5 pm, and Saturday, 7 am – 3 pm. WHAT WE OFFER As a full‑time employee, you will receive an impressive portfolio of benefits designed to help you maintain a comfortable lifestyle for you and your qualifying dependents, including Major Medical, Dental, Vision, Flexible Spending Account, Short‑term Disability, Long‑term Disability, Life Insurance, Employee Assistant Program, 403(b) Paid Time Off, including Holidays. Qualifying employer for Public Service Loan Forgiveness (PSLF). Annual salary to commensurate with experience. Learn more about us at www.pillarhealthcare.org .