Patient Access Rep

Overview

In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient

experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new

health system centered around the patient : Virginia Mason Franciscan Health. Our combined system

builds upon the scale and expertise of our nearly 300 sites of care, including 11 hospitals and nearly

5,000 physicians and providers. Together, we are empowered to make an even greater impact on the

health and well-being of our communities.

CHI Franciscan and Virginia Mason are now united to build the future of patient-centered care across the

Pacific Northwest. That means a seamlessly connected system offering quality care close to home. From

basic health needs to the most complex, highly specialized care, our patients can count on us to meet

their needs with convenient access to the region’s most prestigious experts and innovative treatments

and technologies.

Responsibilities

Franciscan Medical Group, as part of Virginia Mason Franciscan Health, is currently looking for a

full-time Patient Access Rep for the fast-paced Franciscan Heart & Vascular Clinic in Auburn,

WA. Supportive team with excellent growth opportunities. Free parking and no nights, weekends

or organizationally recognized holidays required.

Job Summary :

This job is responsible for performing a variety of general administrative support duties associated with

the patient intake process for the Franciscan Medical Group (FMG) outpatient clinics in accordance with

established internal guidelines and procedures. Incumbents typically interact with patients directly at the

front desk and / or on the phone to perform follow-up activities.

Work includes : 1) ensuring patient is checked in / out for care; 2) collecting and entering demographic and

financial data in the patient’s medical record; 3) gathering / validating insurance information using routine

methods, scheduling patient appointments; 4) collecting co-pays, co-insurance and prior balances; 5)

obtaining and processing of referrals, authorizations and pre-certifications for patients requiring ancillary

testing and / or surgical procedures; and 6) working with patients to ensure the patient’s referral needs are

fulfilled and determining insurance benefit coverage for hardware related items such as retail contact

lenses by working directly with patients’ insurance carriers, ever needed.

Work requires critical thinking, hearing the needs of the patient meeting those needs by offering multiple

options and solutions, knowledge of insurance authorization / billing requirements and

privacy / confidentiality practices, as well as knowledge of medical terminology and the patient intake

process. An incumbent following proper channels of communication in handling daily and routine

problems and recognizing issues that need referral to management. Strong customer service skills are

required offering the highest level of service to every patient every time.

An incumbent is generally located either behind-the-scenes, interacting with patients on the phone or at

the front desk, interacting with patients directly.

Essential Duties :

Registers and / or checks patients in / out.

Handles and reconciles payments.

Continually monitor and reconcile issues prior to patient visit.

Processes referral orders and / or pre-authorizations.

Coordinates appointments and ancillary services.

Responds to patient questions regarding routine billing and insurance matters.

Coordinates patient instructional / education activities.

Qualifications

Education / Work Experience :

One year of customer service work experience is required, two years preferred. Healthcare or

Call Center experience preferred.