Bilingual Patient Access Representative I

As a Patient Access Representative I, you will be responsible for ensuring a positive and seamless experience for patients and visitors at the front desk of PHC medical or dental clinics. You will be the first point of contact, providing exceptional customer service as you greet patients, complete the registration process, assist with financial screenings, schedule appointments, and help patient access appropriate support resources. This role ensures efficient front office operations by managing the reception area, supporting revenue cycle processes, and collaborating closely with the care team. You will contribute to the improvement of clinic workflows and patient satisfaction by proactively addressing scheduling needs and participating in quality improvement initiatives.  The Patient Access Representative position is a great way to gain hands-on experience that is useful for advancing in healthcare roles.

This position typically works at PHC East Side Clinic in Des Moines and is scheduled Monday - Friday 8:30 AM - 5:00 PM. Eligible for $5.00 per hour shift differential if you work a 3-hour shift after 5 PM on weekdays or anytime on Saturdays. Our team members are occasionally needed to cover other shifts, which may include a Saturday morning, or to work at other PHC clinics in Ames, Des Moines, and Marshalltown. Mileage reimbursement and/or an out of town travel bonus may apply.

This position requires Spanish and English language skills. 

What You Will Do

1. Takes actions to create a positive customer experience for internal and external customers. Greets visitors, offering prompt and friendly service to those entering the building, calling on the phone, or through electronic messages in a professional and timely manner to ensure their needs are met. Manages the waiting area. Ensures the reception area and waiting room is clean and tidy. Maintains visitor log. Provides and collects visitor badges.

2. Accurately documents messages and communicates to the appropriate individual.

3. Schedules patient appointments for medical and/or dental clinics, identifying and correcting inaccuracies.

4. Completes accurate registration per the medical and/or dental clinic patient registration workflows paying particular attention to patient phone number, address, household income, homeless status, and guarantor.

5. Accurately loads insurance into the patient's registration, ensuring insurance name and ID number are correct. Utilizes Real Time Eligibility (RTE) to confirm active insurance eligibility.

6. Ensures a consistent revenue cycle process in a medical or dental clinic. Maintains knowledge about enrollment and verification processes for medical or dental services at PHC.

7. Performs insurance verification prior to patient appointments to confirm active coverage for the visit. Helps patients apply for the sliding fee program. Refers patients to Patient Service Specialists for Medicaid, Marketplace and/or other platforms.

8. Helps patients apply for the sliding fee program.

9. Collects and processes patient payments and applies