Patient Access Representative-NAM

Spring Branch Community Health Center; Houston (TX); On-site; USD 32,000 - 52,000; Full time

Job summary

Spring Branch Community Health Center is seeking a Patient Access Representative to be the first touchpoint for patients. The role includes welcoming patients, handling check-in/check-out, verifying insurance, scheduling, and supporting daily clinic operations in a fast-paced health setting.

The position requires strong communication, attention to detail, professionalism, and strict HIPAA adherence. Candidates should be bilingual in English and Spanish and have prior medical office experience.

Qualifications

• High school diploma or GED.
• Bilingual in English and Spanish.
• 1 year of medical office experience (Required).
• 6 months of customer service experience in a medical office (Preferred).

Responsibilities

• Greet patients and provide a welcoming, respectful environment.
• Manage check-in and check-out processes.
• Verify and update patient demographic information and insurance details.
• Schedule appointments and communicate policies to patients.
• Assist with billing tasks and collecting copays as needed.
• Maintain HIPAA compliance and protect patient information.

Skills

Bilingual (EN/ES)

Medical office experience

Medical office customer service

Education

High school diploma or GED

Job description

Summary

The Patient Access Representative serves as the first point of contact for patients and plays a key role in ensuring a positive, efficient experience. This position is responsible for welcoming patients, managing check‑in and check‑out processes, verifying insurance and demographic information, scheduling appointments, and supporting daily clinic operations. The role requires strong communication skills, attention to detail, professionalism, and adherence to HIPAA guidelines. The Patient Access Representative supports both patients and the clinical team by maintaining accurate records and providing exceptional customer service in a fast‑paced healthcare environment.

Qualifications

• High school diploma or GED
• Bilingual in English and Spanish
• 1 year of medical office experience (Required)
• 6 months of customer service experience in a medical office (Preferred)

Essential Duties and Responsibilities

• Patient Experience & Professionalism
  • Greet patients and provide a positive, welcoming, and respectful environment.
  • Respond to patient questions or concerns promptly and courteously.
  • Observe patients in the waiting room and report any apparent illness or distress to clinical staff.
  • Maintain strict compliance with HIPAA regulations and protect all patient information with complete confidentiality at all times.
• Patient Check‑In/Out & Verification
  • Ensure all patient demographic information is reviewed, verified, and updated at every visit.
  • Confirm insurance information, eligibility, and any necessary updates.
  • Ensure required documents are signed by the patient, collected, and scanned appropriately at the time of check‑in.
  • Manage check‑out tasks such as verifying charges, collecting copays or balances, scheduling follow‑ups, and answering patient questions.
• Scheduling & Communication
  • Schedule appointments according to clinic guidelines.
  • Communicate appointment policies clearly to patients.
  • Call patients to confirm appointments for the next day.
  • Answer phone calls in a courteous and professional manner.
  • Relay messages to clinical and administrative staff in a timely manner.
• Insurance & Billing Support
  • Follow all protocols for insurance updates to prevent claim errors and denials.
  • Accurately enter and verify insurance information and PCP assignment.
  • Attempt to collect copays, coinsurance, previous balances, and/or record charges.
  • Process any charge entries into the EMR system.
  • Clearly explain patient responsibility according to insurance benefits or sliding fee scale eligibility.
  • Scan and fax provider change form to the appropriate payer on the same DOS.
• Workflow Compliance
  • Complete all required tasks each shift without delegating duties to others.
  • Adhere to established processes, even during busy periods.
  • Maintain professionalism and accuracy in all data entry.
  • Travel to and provide coverage at other clinic locations as needed.
  • Participate in Compliance, Risk and Safety, Quality Assurance, and Performance Improvement Activities.