Job Description

Patient Access Representative III - Ambulatory Registration

Schedule : Varies Monday – Friday department hours 6AM – 8:30PM Shifts stagger

Some weekend coverage will be required we alternate weekends Saturday and Sunday 7am – 330pm

FTE Conversion/Extension possibility? YES possibility

This role is responsible for the check-in and check-out of patients on behalf of medical group physicians and other licensed providers. This role requires a high level of independent judgement in order to successfully coordinate the scheduling of patient appointments across multiple hospital departments. This individual is expected to utilize telecommunications and computer information systems to create accounts, verify information and insurance, collect co-pays, schedule and re-schedule complex appointments. The Patient Access Representative III is best defined as a highly independent and flexible resource that focuses on system-specific service lines that are in alignment with the patient experience initiative. Furthermore, this role must multi-task between different patient care areas to ensure an extraordinary patient experience and that quality standards are met. Additional duties include, but are not limited to: physician to patient communication and serving as an information resource.

As a successful candidate, you will:

Registration and Scheduling

• Demonstrates comprehensive understanding of patient registration and scheduling processes in both paper and electronic systems.
• Registers, pre-registers, consents, and schedules all patient appointment types across clinics, ancillary areas, and hospital.
• Creates pre-registration records and links them to scheduled appointments.
• Coordinates appointments proactively with other functional areas to ensure smooth patient flow.
• Maintains department productivity, accuracy, and quality assurance standards during registration and scheduling tasks.
• Ensures accurate entry of patient demographic and insurance information.
• Completes all required legal documentation, obtains, and scans relevant documents.
• Performs cash collection, patient pricing estimates, and ETC admissions.
• Reviews account documentation to meet financial protocols and requirements for access to services.
• Verifies insurance eligibility, confirms authorization prior to service, and escalates unsecure accounts to management.
• Provides patients with itineraries, advance beneficiary notices, and written instructions for tests and procedures.
• Collaborates with Financial Counselors when needed to resolve financial issues and ensure account clearance.
• Educates patients about Financial Assistance policies and applications, providing forms to uninsured patients.
• Screens ordered tests, communicates with physicians and ABN specialists regarding coverage criteria, especially for Medicare.
• Ensures correct visit encounter types are linked to appointments and requests authorizations when applicable.
• Sends diagnostic test orders to appropriate departments, ensuring documentation of service date and visit number accompanies orders.

Customer Service

• Provides high-quality customer service by greeting and assisting patients and visitors.
• Acts as a liaison between patients and support staff, fostering effective relationships with colleagues, physicians, providers, and leadership.
• Demonstrates genuine interest in patient and staff needs through excellent communication, politeness, friendliness, patience, and composure under pressure.
• Manages multiple and changing priorities effectively and organized, even under stressful situations.
• Maintains professionalism and calmness when handling difficult situations, recognizing high-priority cases promptly.
• Communicates effectively with service departments to resolve issues impacting patient care, escalating unresolved issues as needed.

Quality Assurance

• Maintains productivity and accuracy levels consistent with department standards.
• Possesses thorough knowledge of departmental policies, procedures, and standard work to perform duties effectively daily.

Your qualifications should include:

High School or equivalent.

Two years related experience registering and scheduling complex patient appointments in a clinic or hospital setting.

Medical terminology experience required.

Preferably :

Two years front desk oncology practice experience. EPIC electronic medical record experience preferred.

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