Job Summary

The Patient Access Representative serves as the first point of contact for patients and visitors across MHHS service locations. This role is responsible for accurate patient registration, insurance verification, appointment support, and financial communication while maintaining patient privacy and regulatory compliance. The Patient Access Representative supports efficient patient flow and a positive patient experience through professionalism, accuracy, and effective communication.

Essential Duties and Responsibilities

Greets patients and visitors professionally and provides courteous, accurate assistance
Registers patients accurately in the electronic health record, ensuring complete demographic, insurance, and consent information
Verifies insurance eligibility, benefits, and authorization requirements prior to or at time of service
Identifies coverage discrepancies or registration issues and escalates appropriately to the Patient Access Supervisor
Collects required forms, signatures, and payments in accordance with MHHS policies
Explains financial responsibility information to patients, including copays, deductibles, and available financial assistance options
Schedules, confirms, and updates patient appointments as assigned
Maintains patient confidentiality and complies with HIPAA and privacy requirements at all times
Coordinates with clinical departments, billing, and care teams to support efficient patient flow
Documents all interactions, corrections, and required follow-up accurately and timely in the system
Responds to patient questions and concerns with professionalism and empathy
Performs other job-related duties as assigned

Core Job Competencies (Behavioral)

Safety & Compliance
Communication
Customer Service
Teamwork & Collaboration
Reliability & Attendance
Accuracy & Attention to Detail
Professionalism
Time Management

Role-Specific Competencies (Technical / Functional)

Patient registration accuracy
Insurance verification and eligibility review
Appointment scheduling and coordination
Financial intake and point-of-service collections
HIPAA-compliant information handling
EHR navigation and documentation
Front-desk workflow management

Qualifications

High school diploma or equivalent required
Prior experience in patient access, registration, healthcare front office, or customer service preferred
Knowledge of insurance types, coverage verification, and healthcare terminology preferred
Strong computer skills and ability to learn electronic health record systems
Excellent communication, organization, and customer service skills

Compliance Statement

Performs duties in accordance with MHHS policies and procedures and supports compliance with applicable regulatory and oversight requirements, including HIPAA privacy standards, HRSA program requirements where applicable, Joint Commission standards if applicable to the service or location, and West Virginia DHHR regulations as applicable. This job description does not state or imply that the duties listed are the only duties to be performed. Employees may be required to perform other job-related duties as assigned. All requirements are subject to modification to reasonably accommodate individuals with disabilities in accordance with the Americans with Disabilities Act.

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PATIENT ACCESS REPRESENTATIVE