Health Care Representative/Leader

Position Summary Performs advanced administrative and patient access functions within a clinic or medical office. Serves patients by coordinating appointment scheduling, registration, insurance verification, referrals, and other front-end operations to support efficient patient care. Acts as a resource for staff by providing guidance on workflows and procedures, assisting with complex patient service issues, and promoting accurate recordkeeping and compliance with organizational policies. Supports timely patient flow, effective communication, and a positive patient experience while ensuring efficient clinic operations and accurate reimbursement processes. Key Responsibilities: - Ensures efficient patient access, registration, scheduling, and customer service operations. - Serves as a resource for staff by providing training, guidance, onboarding support, and ongoing coaching to promote consistency, accuracy, and high-quality patient service. - Monitors workflow, staffing coverage, and work distribution to ensure timely patient registration, appointment scheduling, insurance verification, referrals, and authorizations. - Registers new patients and updates demographic, insurance, and financial information in the electronic medical record (EMR). - Oversees patient insurance eligibility verification and ensures accurate documentation and resolution of coverage issues. - Facilitates patient flow by coordinating communication among patients, providers, and clinical staff while addressing scheduling challenges and service concerns. - Assists with complex patient access issues, escalated customer service concerns, registration discrepancies, and insurance-related matters. - Ensures staff accurately complete patient registrations, obtain required documentation, scan records, and maintain complete medical records. - Oversees processing of referrals, prior authorizations, medical record requests, and other patient access functions. - Explains clinic policies, procedures, and financial responsibilities to patients and patient representatives. - Supports revenue cycle activities by monitoring collection of copays, outstanding balances, and accurate financial transaction processing. - Reviews work for quality, accuracy, regulatory compliance, and adherence to departmental policies and procedures. - Participates in process improvement initiatives, patient satisfaction efforts, quality assurance activities, and performance metric tracking. - Coordinates and tracks patient appointments while optimizing provider schedules and access to care. - Responds to and triages phone calls, electronic communications, and patient inquiries, ensuring timely resolution or appropriate escalation. - Assists leadership with reporting, operational projects, policy implementation, staff meetings, and performance management activities. - Maintains patient confidentiality and ensures compliance with HIPAA, organizational policies, and applicable regulatory requirements. - Performs other duties as assigned. ### Minimum Requirements knowledge normally acquired through a high school education; a minimum of one year of related and progressively more responsible or expansive experience working with an electronic health record in a medical office, medical clinic, or in a mental health office; or an equivalent combination of education and experience. ### Desired Qualifications Knowledge of medical terminology, patient registration, scheduling, insurance, and referral processes. Experience with EHR/EMR and computerized scheduling systems. Strong customer service, communication, and problem-solving skills. Ability to coordinate workflow, support staff development, and improve operational efficiency. Experience in a large healthcare or academic medica