VCU Health

Academic medical center delivering patient care

Patient Access Representative

Clinical Support & Patient AdministrationPosted on Nov 5

Full-timeStafford, VA, USA$16.75 - $24.12In-person

About the Job

Requirements

High school diploma or equivalent.
Demonstrated experience using computers, Microsoft Office applications, and web-based platforms.
Ability to perform daily activities with minimal supervision and be self-directed in completing routine activities.
Ability to work off-shifts, weekends, and holidays depending on assignment.

Responsibilities

Deliver high-quality customer service to patients, families, visitors, medical staff, clinicians, and co-workers, ensuring interactions are courteous, timely, and respectful.
Handle business functions in an assigned clinical department, including reception, scheduling, and registering patients for appointments and procedures.
Secure appropriate patient information and ensure registration data is correct and accurate.
Validate insurance eligibility, ensure accurate data entry, collect co-payments, and support financial counseling and financial clearance as necessary.
Greet patients and visitors, answer telephone calls, communicate clearly and respectfully, use language resources as needed, and assist with clinic traffic flow.
Collect patient co-payments and deposits accurately according to payer and department guidelines; verify and update demographic and insurance registration data; copy and record insurance information; and follow cash-handling, reconciliation, and deposit-preparation policies.
Verify insurance coverage and understand requirements for HMO, managed care, government, and private plans; secure required referrals and authorizations and link them in the referral module.
Obtain referrals and authorizations before scheduled procedures, tests, injections, and surgeries; communicate plan-specific requirements to patients and providers; provide pre-payment guidance to self-pay patients; offer financial assistance; prepare cost estimates; explain payment expectations; and document interactions in patient accounts.
Schedule clinic appointments through medical records software or communication platforms; accurately transcribe physician orders for laboratory and ancillary tests into the appropriate systems according to physician instructions and VCUHS policy; and coordinate pre-operative testing and paperwork where appropriate.
Maintain organized patient medical records and prepare charts before visits; assist with chart breakdown after visits where applicable; ensure patients are marked as arrived in the appointment scheduling system by the end of the appointment day; document no-shows and cancellations where appropriate; and obtain signatures and complete required forms, including managed-care and insurance forms.
Obtain and scan appropriate patient medical documentation.
Notify a supervisor of issues involving violations of VCUHS policies or procedures.
Perform other assigned duties and participate in special projects supporting the VCUHS and department mission.

Desired Qualifications

Associate’s or bachelor’s degree in Accounting, Finance, Business Administration, Healthcare Administration, or a closely related field from an accredited program.
Work experience with medical insurance, HMO, managed care, electronic medical billing, order entry, registration systems, and appointment scheduling.
Previous work experience in a healthcare setting and knowledge of medical terminology.

The Patient Access Representative delivers high-quality customer service to patients of all ages, their families, visitors, medical staff, clinicians and co-workers, ensuring all interactions are courteous, timely and respectful.

The Patient Access Representative handles all business functions in an assigned clinical department area to include reception, scheduling, and registering patients for appointments and/or procedures. This position also secures the appropriate patient information; ensures that registration data is correct and accurate; validates insurance eligibility, ensuring accurate data entry; collects co-pays, and supports financial counseling and financial clearance, as necessary.

Essential JobStatements

Greet Patients/Answer Telephone
Providesexceptional customer service by welcoming patients andvisitorsin a friendly,professional, and respectfulmanner. Ensuresindividualsare respectedand informed,communicatingclearlyandeffectively,andutilizingappropriate languageresources as needed. Assistswithtraffic flow in and out of the clinic as needed. Addressespatientneeds promptly, and maintainsacourteous, professional toneat all times.

Co-payment Collection &Registration Data
Collectsallpatientco-payments and depositsaccurately perpayer,followingdepartment guidelines. Verifies and updates registration data, including demographic and insurance information.Copies and records insurance information per department standards. Follows department policies for cash handling, including cash reconciliation and deposit preparation.

Referral Management

Verifies insurance coverage and understands requirements for HMO, managed care, government and private plans.Secures required referrals/authorizations and links them correctly in the referral module.Obtains needed referrals and authorizations before scheduled procedures, tests,injectionsand surgeries. Communicates plan-specific referral/authorization requirements to patients and providers.Provides pre-payment guidance for self-paypatients and offers financial assistance. Prepares cost estimates, explains paymentexpectationsanddocumentsall interactions in the patient account.

Appointment Scheduling, Lab & Test Order Entry
Correctly schedulesclinic appointmentsthroughthemedical records software/communication platform.Transcribesphysician orders accurately and completely (i.e.lab test, ancillary test) andrecords them in theappropriate system(s)according to the physician’s instructions and VCUHS policy. Coordinatesthe collection of pre-operative testing and paperwork, whereappropriate.

Patient Record/Verify Registration Data
Maintainsproficiencyin all aspects of patient medical record keeping in an organized manner.Assistsinpreparation ofthe chart before the patientvisits. If applicable,assistsin breakingdown the chart at the completion of thepatient'svisit.Ensuresthat all patientsarrivedin the appointment scheduling system before the end of the appointment day. Whereappropriate, appointments are documented as “no-shows” or cancellationsbefore the end of the appointment day.Obtainssignatures andcompletesthe required forms including those from managed care and other insurance plans.

E-Documents Management & Scanning
Obtains and scans allappropriatepatientmedicaldocumentation.

Miscellaneous Responsibilities

Notifies supervisor of issues involving violation of VCUHS policies or procedures.

Performs other duties as assigned and/orparticipatesin special projectstosupport the mission of VCUHS and department.

Patient Population: N/A

Employment Qualifications

Education Required: HighSchool Diploma or equivalent

Education Preferred: AssociatesorBachelor’s Degree in Accounting, Finance, Business Administration, HealthcareAdministrationor closely related field from an accredited program.

Licensing/ Certification

Licensure Required: N/A

Licensure Preferred: N/A

Certification Required: N/A

Certification Preferred: N/A

Minimum Qualifications

Yearsand TypeofRequiredExperience:

Demonstrated experience using computers, Microsoft Office applications, and web-based platforms

Experience Preferred: Work experience with medical insurance, HMO, managed care, electronic medical billing/order entry/registration systems, and appointment scheduling.

Previous work experience in a healthcare setting,and knowledgeof medical terminology.

Other Knowledge,Skillsand Abilities Required: Able to perform daily activities with minimal supervision: beingself-directedin the accomplishment of routine activities.

Other Knowledge,Skillsand AbilitiesPreferred: Depending on assignment,mayberequiredto work off-shifts and/orweekendand holidays.

Working Conditions: Periods of high stress and fluctuating workloads may occur. General office environment. May have periods of constant interruptions. Prolonged periods of working alone.

Physical Requirements

Physical Demands: Lifting/ Carrying(0-50 lbs.), Push/ Pull(0-50 lbs.), Stoop, Kneel, Squat, Crawling, Climbing, Balance, Bending

Work Position: Sitting, Walking, Standing

Additional Physical Requirements/ Hazards

Physical Requirements: Manual dexterity (eye/hand coordination), Perform shift work, Hear alarms/telephone/tape recorder, Repetitive arm/hand movements

Hazards: N/A

Mental/Sensory – Emotional  

Mental/Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Reading, Logical Thinking

Emotional : Fast pace environment, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Able to Adapt to Frequent Change

Compensation Range: $16.75 - $24.12

Actual salary offers will be based on several key factors to include relevant work experience, credentials, and qualifications.

EEO Employer/Disabled/Protected Veteran

About the Company

VCU Health

Academic medical center delivering patient care

VCU Health is an academic medical center with over 12,500 employees affiliated with Virginia Commonwealth University. It provides patient care, education, research, and medical training, combining clinical services with teaching and discovery. Care is delivered through a hospital and affiliated facilities by clinicians, researchers, and trainees. The goal is to improve patient outcomes and community health by delivering high-quality care while advancing medical knowledge and training the next generation of health professionals.

Company size: 5,001-10,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Richmond, VA
Founded: 1838

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