Patient Access Representative
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Job Description
Patient Access Representative facilitating patient scheduling, registration, insurance verification, and financial clearance for Mercy healthcare. Communicating payment responsibilities and assistance options with patients.
Responsibilities:
- Serve as an initial point of contact for patients and represent Mercy's customer service standards, mission, and values
- Facilitate patients' entrance into Mercy facilities
- Schedule appointments and register patients
- Verify benefits and complete pre-certification
- Perform financial clearance and collect pre-visit or point-of-service patient payments
- Obtain and populate accurate patient data in patient records
- Maintain knowledge of insurance carriers, Medicare guidelines, and federal, state, and accreditation agencies
- Communicate patient financial responsibility and outstanding balances
- Explain payment options and financial assistance resources
- Request payments and complete required referrals
- Accurately document financial conversations and outcomes
- Follow and document established patient financial engagement and collection workflows
- Respond to patient questions and concerns
Requirements:
- 1–3 years clerical experience and customer service experience preferred
- Experience with medical terminology and insurance plans preferred
- High School diploma required
- Some college helpful
- Ability to communicate effectively both orally and in writing
- Excellent telephone etiquette
- Ability to establish and maintain positive working relationships with patients, physicians, clinical and non-clinical hospital staff, and insurance companies
- Strong organizational skills and attention to detail
- Ability to work under stress, meet deadlines, and perform daily assignments accurately
- Knowledge and experience with various computer systems
- Ability to use a 10-key calculator and computer keyboard
- Ability to discuss patient financial responsibility, outstanding balances, payment options, and financial assistance resources with confidence, professionalism, empathy, and accountability
- Ability to respond appropriately to patient questions or concerns, explain available financial resources, and complete required referrals
- Ability to consistently follow and document established patient financial engagement and collection workflows
- Ability to push, pull, and/or lift 50 lbs on a regular basis
- Ability to stand and walk for prolonged periods during each shift
- Ability to grip, reach, bend, kneel, twist, and squat to perform duties
Benefits:
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Tuition support
- Matched retirement plans for team members working 32+ hours per pay period
- Caring, collaborative team environment
- Opportunities to shape the future of healthcare through innovation, technology, and compassion
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