Patient Access Representative I - Engebretsen Medical Clinic

Primary Health Care, Inc (PHC); Des Moines (IA); On-site; USD 21,000 - 27,000; Full time

Benefits offered by this job

Generous PTO accrual

401k with company match

Life & disability insurance

Flexible spending & health savings

Supplemental accident & critical care

Discounted pet insurance

Job summary

Primary Health Care, Inc (PHC) is seeking a Patient Access Representative I in Des Moines to provide exceptional customer service at the front desk of medical or dental clinics. This role involves greeting patients, scheduling appointments, and assisting with insurance verification while maintaining clinic workflows and patient satisfaction.

The ideal candidate is bilingual in Spanish and English, has strong communication skills, and is detail-oriented.

Qualifications

• Bilingual Spanish/English communication skills, written and verbal.
• A minimum of 1 year in a healthcare, human services or social services environment.
• 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.

Responsibilities

• Create a positive customer experience for patients at the front desk.
• Schedule patient appointments and manage insurance verification.
• Accurately document messages and communicate with the care team.
• Help apply for sliding fee programs and process patient payments.
• Collaborate with clinical staff and improve patient satisfaction.

Skills

Bilingual Spanish/English

Customer service skills

Effective communication

Problem-solving skills

Detail-oriented

Basic computer skills

Prioritization skills

Interpersonal skills

Education

Associate degree in related field

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. The Patient Access Representative position is a great way to gain hands‑on experience that is useful for advancing in healthcare roles.

In this position, you will be based at Engebretsen MedicalClinic in Des Moines andscheduled Monday 8 AM - 8 PM, Tuesday 8 AM - 5 PM, Wednesday 8 AM - 5 PM, Thursday 8 AM - 12 PM, and Friday 8 AM - 5 PM. This position is not typically scheduled for weekends; however, 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. You may be asked to float to other PHC clinics on occasion. 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

401k with company match

Life & disability insurance

Flexible spending & health savings accounts

Supplemental accident & critical illness insurance

Discounted pet insurance

Visithttps://phciowa.org/careersfor 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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