Patient Access Specialist

Rowan-Diagnostic-Clinic,-PA; Salisbury (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Rowan-Diagnostic-Clinic-PA is seeking a Patient Access Representative to handle front desk check-in/out, scheduling, medical records, and referrals. The role involves cross-training across areas, strong patient communication, and adherence to HIPAA privacy rules.

You will coordinate with physicians, verify insurance, and maintain accurate EHR records in a busy clinic environment. The position is full-time and non-exempt, with potential for after-hours coverage as needed.

Qualifications

• High school diploma required; some college preferred.
• Proficient in English; Spanish language skills desired.
• Knowledge of HIPAA privacy rules and patient confidentiality.
• Knowledge of medical practice protocols related to scheduling appointments.
• Experience with manual and computerized scheduling systems.
• Familiarity with insurance verification and referral processes.
• Comfort using Excel and electronic health records software.
• Ability to manage multiple schedules and communication channels effectively.

Responsibilities

• Check patients in and out at the front desk.
• Schedule appointments for all types of visits.
• Collect copays, balances, and verify insurance eligibility.
• Process referrals and manage medical records documentation.
• Answer phone calls and portal messages in a timely manner.
• Coordinate with physicians and other staff to optimize scheduling.
• Maintain accurate patient information in the EHR and filing systems.

Skills

Customer service

Communication skills

Critical thinking

Bilingual Spanish

HIPAA knowledge

Scheduling coordination

Office software

Education

High school diploma

Some college (2 years)

Tools

Excel spreadsheets

Scheduling systems software

Medical records software

EHR software

Job description

JOB TITLE: Patient Access RepresentativeDEPARTMENT: Patient AccessREPORTS TO: Office ManagerFLSA STATUS: Full time – Non-ExemptJOB SUMMARY:The Patient Access Representative position encompasses several jobs – Front Desk Check In, Scheduling, Medical Records, and Referrals. Although you may work in one job area primarily you will be cross trained over time to be able to work in the other jobs. The main functions of this role are described in detail below.Primary Customers Served:T Adult T Family/Visitors T GeriatricT Physicians T Team MembersT Social Work Team T Community AgenciesFRONT DESK FUNCTIONS:Friendly and detail orientated.Duties will include but are not limited to checking patients in and out.Scheduling patients for all appointment types.Collecting copays/balances, current insurance cards, insurance eligibility, and filing claims, scanning all applicable paperwork into patient’s chart.Answer incoming patient telephone calls to the Front Desk Hunt Group in a timely manner (Front desk calls and portal question calls)Assign and/or answer unassigned Klara messagesFollowing all safety and sanitation guidelines for self, staff and patients.Effective communication with all staff and patientsWorking as a team player with fellow front desk membersAbility to alphabetize and put information (materials, forms, etc.) into chronological order.Ability to schedule time and assignments effectively.Ability to multitask effectively, dealing with phone calls, staff, patient communication.Ability to communicate calmly and clearly with patients about appointments in all circumstances, including when they are ill or have an emergency.Ability to analyze situations and respond appropriately.Adapting to busy high-volume environmentsOther duties as assignedEquipment Operated: Range of medical records equipment and supplies, including computer hardware/software, manual files, scanners, and printers.SCHEDULING / REFERRAL / MEDICAL RECORDS FUNCTIONS:Assembles patients’ health information including patient symptoms and medical history, exam results, X-ray reports, lab tests, diagnoses, and treatment plans. Checks to ensure all forms are completed, properly identified, and signed and that all necessary information is in the EHR (Electronic Health Record).Communicates as needed with physicians and other health care professionals to obtain any additional information needed.Submits files/documentation to physicians and other clinicians as requested for review, quality assurance checks, and other purposes.Provides charts/documents requested for use in legal actions, following patient consent and confidentiality protocols.Schedules appointments for patients when they call. If medical practice offers after-hours/one-day appointments, schedules these appointments following urgent/emergency protocols, which may mean scheduling the patient with a physician or nurse practitioner other than their primary physician.Uses Electronic Health Record to match physician/clinician availability with patient’s preferences in terms of date, time and patient need.Ensures that all cancellations or reschedules are properly recorded.Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling.Consults with Office Manager about any system problems.Use customer service principles and techniques to deal with patients calmly and pleasantly.Receive and process referral orders from PCP physicians.Verify patient insurance eligibility and referral requirements.Initiate and manage electronic and paper-based referral processes.Schedule appointments with specialists and communicate appointment details to patients.Obtain necessary prior authorizations and pre-certifications from insurance companies.Track referral status and follow up on pending referrals.Maintain accurate and up-to-date referral records in the electronic health record (EHR).Provide clear and concise information to patients regarding the referral process.Answer patient questions and address concerns related to referrals.Assist patients with scheduling appointments and navigating the healthcare system.Provide patient education regarding pre-appointment instructions and necessary documentation.Communicate with patients and other clinical staff regarding referral status and appointment updates.Serve as a point of contact for specialists and their staff.Coordinate the exchange of medical information between primary care physicians and specialists.Communicate with insurance companies to resolve referral-related issues.Collaborate with other members of the healthcare team to ensure smooth patient transitions.Maintain relationships with specialist offices.Other duties as assigned.Expected Hours of Work: Assigned by supervisorPersonal Protective Equipment: Must be able and willing to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.Supervisory Responsibility: NoneTravel: Possibly to Satellite Offices for coverageAdditional Minimum Employment Requirements:Back Safety/Body Mechanics.Hep B if in clinical roleWorking Conditions:Ability to sit for extended periods up to 8 hours working on a computer and telephone.Ability to lift a minimum of 25 pounds.General indoor conditions.Noise: quiet to light noise.Weekend and evening work may be required.Face to face contact with patients, answering telephones.Implementing OSHA Standards staff may be subjected to assist in screening patients before entry into facility.Occupational Hazards:Potential for musculoskeletal injuries if proper lifting and carrying techniques are not used.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position without compromising patient care.Minimum Job Qualifications:Education: High School Diploma required (or equivalent) – 2 years of college desired.License/Certifications: None requiredLanguage Skills: Proficient in English (Proficient in Spanish desired)Other Skills:Knowledge of HIPPA Privacy RulesKnowledge of medical practice protocols related to scheduling appointments.Knowledge of manual/computerized scheduling systems.Knowledge of customer service principles, techniques and conflict resolution.Knowledge in Medical InsuranceAccount Balances -Collection of PaymentsExcel SpreadsheetsSkill in dealing with masses of information in organized manner.Skill in using computer and medical records software.Skill in communicating effectively with physicians/clinicians about scheduling preferences.Skill in manipulating several different schedules at once.Skill in using Critical Thinking