Patient Access Representative - Internal Med - East Side Clinic

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

Benefits offered by this job

PTO

401k

Life & Disability insurance

FSAs/HSA

Pet insurance

Job summary

Primary Health Care, Inc. (PHC) seeks a Patient Access Representative I to join the East Side Clinic - Internal Medicine in Des Moines, IA. The role supports front desk operations, scheduling, registration, insurance loading, and patient payments with Real Time Eligibility checks.

The position typically runs 8 AM–5 PM, with no evenings or weekends, and a $5/hour shift differential for some Saturday or after-hours shifts. Travel to PHC clinics may occur as needed.

Qualifications

• Minimum 1 year in a healthcare, human services or social services environment; or 2 years in a customer service role.
• Excellent customer service and commitment to service excellence.
• Effective verbal and written communication skills.
• Good problem-solving with critical thinking.
• Takes initiative and demonstrates dependability.
• Team oriented with collaboration ability.
• Basic math with ability to count money and make change.
• Basic computer skills with MS Office and internet-based apps.
• Detail oriented with high accuracy and strong prioritization.
• Professional and empathetic in all situations.

Responsibilities

• Greet visitors and provide prompt, friendly service at the front desk.
• Manage reception area and waiting room; maintain visitor log and badges.
• Schedule appointments and register patients per workflows.
• Load insurance and use RTE to confirm eligibility.
• Support revenue cycle and patient payments processing.
• Scan and index documents into electronic health records.
• Monitor schedules, recall reminders, and assist with barriers to care.
• Float to other PHC clinics as needed; participate in quality initiatives.
• Suggest ideas to improve patient experience and clinic operations.

Skills

Customer service

Communication skills

Problem solving

Team oriented

Attention to detail

Microsoft Office

EHR systems

Tools

EHR systems

Multi-line phone

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 East SideClinic - Internal Medicine in Des Moines andscheduled Monday 8 AM - 5 PM. This position is not typically scheduled for evenings or 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.

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

• 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

• Bilingual Spanish/English communication skills, written and verbal.
• 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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