Patient Access Rep

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  Thoracic Associates - Tacoma, WA.  Looking for an engaged, energetic patient access representative interested in working with
an amazing group in our Thoracic Surgery and Interventional Pulmonolgy department. Days,  competitive pay, great schedule with no holidays or weekends. 

Performs 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 electronic medical record; 3) gathering/validating insurance information using routine methods and obtaining authorization for services, 4) scheduling patient appointments, and 5) collecting co-pays, co-insurance and prior balances.

Work requires knowledge of insurance authorization/billing requirements and privacy/confidentiality practices, as well as knowledge of medical terminology and the patient intake process. An incumbent follows proper channels of communication in handling daily and routine problems and recognizing issues that need referral to management. Strong customer service skills are necessary.

This job exists in multiple locations, and while there may be minor differences in job content, they are not significant for classification purposes. Overall, the nature of the work and job requirements is consistent between locations.

An incumbent is located either behind-the-scenes, interacting with patients on the phone or at the front desk, interacting with patients directly.

If assigned to the centralized FMG Float Pool, an incumbent provides patient access support to the assigned clinic/work unit as needed to meeting staffing needs. Requires frequent driving to assigned location(s) and current driver's license.

As a Patient Access Representative, you will manage administrative duties for the patient intake process in our clinic, adhering to established guidelines.

Every day you will interact with patients in person and by phone, facilitating check-in/out, collecting data and payments, validating insurance, scheduling appointments, and processing referrals and authorizations.

To be successful, you will demonstrate critical thinking, strong customer service, and knowledge of insurance, billing, and medical terminology, ensuring a seamless, high-quality patient intake experience.

Registers and/or checks patients in/out.

 • Performs patient check-in at the time of visit; records and verifies all demographic, insurance and other information (e.g. Workers’ Comp, other third-party liability info); follows established procedures to ensure that all registration guidelines/requirements have been satisfied, including ensuring minors’ guardians have been notified; identifies deficiencies and resolves non-complex issues or escalates to appropriate staff for further action.

 • Conducts routine insurance eligibility verifications/

 • Copies/scans patient access related hardcopy materials (e.g. ID, referrals, L&I, insurance cards, etc.) into correct location in electronic medical record.

 • Records non-clinical charges from various sources. This could include entering charges for the completion of forms, for Depositions/Attorney Fees, for retail fees, etc.

Schedules appointments and ancillary services.

 • Schedules (and reschedules as necessary) patient clinic visits (based on authorized referral in the case of specialty clinics) in accordance with established standards and procedures; gathers and documents insurance eligibility data, conduct eligibility verification based on established policies. 

 • Identifies patients requiring contact to confirm an existing appointment, and/or to schedule a periodic future visit; contacts patient in accordance with established procedures.

 • Contacts and follows up with patients to reschedule a missed/cancelled appointment; documents reason(s) for no-show in accordance with established procedures; notifies management if patient is non-compliant and further action is required.

 • Makes arrangements for addressing special/ancillary patient requirements, including transportation, interpreters and other needs relating to patient care and satisfaction.

Handles and reconciles payments.

 • Collects appropriate co-payments, co-insurances, and other fees/monies due, including cash payments (in accordance with FMG Business Office Cash Handling Procedures); posts payments to patient accounts; collects payments at the time of check-in or check-out where appropriate. 

 • Performs end-of-day payment reconciliation; balances and closes out cash drawers; ensures that outstanding tasks are completed and that preparation work for the next day’s clinic is completed or assigned to other staff.

Continually monitor and reconcile issues prior to patient visit.

 • Identifies and reconciles remaining issues before patients arrive for their appointment. 

 • Makes registration and other front-end corrections.

 • Ensures that all missing/erroneous/incomplete information is updated.

 • Ensures that all insurance eligibility checks are conducted where possible.

Distributes materials and responds to patient questions regarding routine billing and insurance matters.

 • Provides patient with pre-visit prep materials; packages materials to correspond with type/nature of patient appointment and sends to patient in a timely manner.

 • Provides basic information in response to patient questions on billing and insurance matters; obtains a non-complex cost estimate when requested; refers questions regarding more complex cost estimates/benefits information to Financial Counselor.

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Required

• One year of customer service work experience

Preferred

• Two years of customer service work experience
• Healthcare or Call Center experience

Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare, dating back to 1891. Building upon a legacy of compassionate care and innovation, our organization has evolved over the years through strategic partnerships and integrations to expand our reach and services across the Puget Sound area.

Today, as Virginia Mason Franciscan Health, we remain deeply committed to healing the whole person – body, mind, and spirit – in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth.

Our dedicated providers offer a full spectrum of health care services, from routine wellness to complex disease management, all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care.

We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health, you become part of a team that delivers top-quality, professional healthcare in modern, well-equipped facilities, and contributes to a legacy of service built on collaboration and shared purpose.