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Job Details

Requisition Number 19-0232
Post Date 6/17/2019
Title Patient Access Representative
City Jamestown
State NY
Description Welcomes patients in a positive customer-focused manner. Perform a wide variety of activities designed to facilitate and maintain the smooth, efficient flow of operations within a variety of integrated care settings including dental, behavioral health, primary care, health-related services and care coordination. Ensure the timely and accurate collection of all required pieces of information for patient’s demographics, insurance and billing of all services in order to provide accurate information for the providers as well as obtain maximum reimbursement. Maintain confidential healthcare information recorded in the Electronic Health Record (EHR) system in a timely manner in order to provide the most complete and accurate patient record possible and to facilitate optimum patient care.

1. Greets and assists patients, visitors and co-workers across a variety of disciplines and service environments in a prompt, courteous and helpful manner.

2. Answers telephone, screens calls, takes messages and provides information on behalf of patients receiving services within various TRC-operated service environments.

3. Optimizes patients' satisfaction, provider time, and treatment room utilization when scheduling appointments in person and/or by telephone.

4. Ensures efficient and timely patient experience by:
a. keeping patient appointments on schedule
b. notifying provider of patient's arrival
c. reviewing service delivery compared to schedule and notifying provider and/or management of discrepancies
d. notifying provider and/or management of service delays

5. Ensures patients comfort by promptly addressing any questions, concerns and anxieties and maintains a welcoming and comfortable reception area.

6. Protects patients' rights by maintaining confidentiality of personal and financial information, and complies with State, Federal and Practice guidelines.

7. Investigates and resolves issues with accounts in a timely manner.

8. Provides assistance to patients in distress by promptly and effectively responding to emergencies.


1. Utilizes a variety of EHR systems for the collection, compilation and entry of information to ensure complete, accurate and up-to-date medical record.

2. Responsible for medical and insurance referral records, protocols and tracking, including maintenance of records, resolving patient referral issues, and securing prior authorizations for outpatient procedures, as applicable.

3. Assists in responding to requests for Release of Information, including location and distribution of needed documents, in a timely manner and consistent with HIPAA guidelines.

4. Ensures the timely and accurate entry and/or filing of paperwork and electronic transfers of information received from outside sources into patient record.


1. At the time of each visit, verifies patient account information, including but not limited to demographic and insurance information, patient contact, payer contact, registration interfaces and automated processes.

2. Collects payments due from patients upon arrival to clinic, including but not limited to Medicaid co-pays, prior payment agreement contracts, insurance co-pays, and outstanding bills. Keeps daily record of transactions and maintains a balanced cash drawer.

3. In order to facilitate the receipt of all reimbursement due, works with the Billing Specialists to:
a. investigates and corrects errors
b. research missing or incorrect account information
c. identify issues/trends with payers
d. appropriately update account activity

4. Resolves registration and claim edits and completes registration reports to facilitate processing of charge entry and claim submissions.

5. Refers patients to appropriate personnel for billing issues, navigation and care coordination as need arises.


1. Performs clerical duties including typing, filing, and recordkeeping. Performs medical records maintenance and transcription duties as needed or assigned.

2. Ensures work areas are maintained in a neat and orderly manner.

3. Reports any ideas and suggestions regarding processes, procedures and protocols to management in order to facilitate the smooth and efficient operation of assigned service environment(s).


1. Performs all other duties as needed or assigned.


Exemplary customer service skills, including the ability to effectively deal with a variety of individuals including patients, providers and other customers in a calm and professional manner; excellent telephone and verbal communication skills, as well as, effective interpersonal skills which promote cooperation and teamwork; Demonstrated ability to effectively utilize multiple Electronic Health Record Systems, including but not limited to Anasazi, AllScripts, Dentrix, and Therap, in addition to computer software programs such as Microsoft Word. Comprehensive knowledge of information gathering, processing and filing systems; working knowledge of medical records management and office administration protocols, as well as, working knowledge of basic accounting and billing principles; flexibility, reliability and ability to self-direct and self-initiate in order to meet deadlines. Must be detail-oriented and possess strong organizational and time management skills, including the ability to effectively manage multiple priorities in a competent manner. Typing ability sufficient to perform data entry. Physical condition or reasonable accommodation(s) commensurate with the demands of the job.


PATIENT ACCESS REPRESENTATIVE Associate’s Degree in business, accounting, medical office or related field plus one (1) year of demonstrated office experience. Experience in medical office or medical billing strongly preferred; OR three (3) years of demonstrated office experience. Experience in medical office, registration, or medical billing strongly preferred. Candidates who are bilingual in English and Spanish preferred.

  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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