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JOB TITLE: Patient Access Associate

Fair Labor Standards Act (FLSA) Status: Non-exempt

Reports to: Patient Access Manager

JOB SUMMARY: The Patient Access Associate (PAA) serves as the first point of contact for patients and visitors, creating a respectful, compassionate, and welcoming environment. This role supports front-of-house operations, including patient registration, basic scheduling, foundational revenue cycle activities and helping to control building access for visitors and deliveries. The PAA plays a key role in maintaining smooth patient flow, ensuring accurate documentation, and delivering exceptional customer service across all clinic areas. This position requires the ability to effectively balance organizational priorities with patient needs.

ORGANIZATIONAL PHILOSOPHY:

• Privacy & confidentiality: Maintain strict adherence to privacy and confidentiality protocols, ensuring the protection of both patient and employee information in accordance with Spectra Health's policies.
• Champion organizational values: Promote and embody Spectra Health's core values of Compassion, Trust, Respect, Equity, and Inclusivity in all interactions and decision-making processes.
• Culture of safety: Foster a culture of safety; proactively addressing hazards, incidents, and security concerns while contributing to a positive and safe work environment for employees and patients.
• Teamwork & collaboration: Approach teamwork with a positive and collaborative mindset, building strong relationships across departments and sharing knowledge and experiences to enhance overall organizational effectiveness.
• Be part of the solution: Actively support organizational change, offering solutions, participating in leadership initiatives, and championing efforts that align with Spectra Health's evolving mission and goals.
• Patient-centered decision making: Prioritize the best interests of Spectra Health's patients, ensuring quality care and positive outcomes.
• Training & meetings: Complete mandatory training requirements and attend at least 80% of departmental meetings to stay informed and aligned with organizational goals and policies.
• Policy adherence & compliance champion: Strictly adhere to all Spectra Health policies and procedures, and act as a departmental advocate for Spectra Health's Compliance Program activities.

ESSENTIAL JOB FUNCTIONS:

• Greet and direct patients, visitors, and vendors in a professional, friendly, and respectful manner.
• Serve as the primary point of contact for general inquiries and wayfinding.
• Answer incoming phone calls, route messages, and provide answers to basic questions.
• Schedule patient appointments.
• Facilitate accurate and complete registration at every visit.
• Record and update demographic and insurance information.
• Obtain and document required consent forms.
• Educate patients on Spectra Plan eligibility and collect necessary information.
• Resolve basic registration issues and escalate complex concerns appropriately and promptly.
• Verify current insurance and co-pay information with patients and/or other systems. Collect copayments, nominal fees, and balances due as applicable.
• Assist with distribution of courier mail, packages, faxes, and internal communications.
• Work with interpreters as needed for patient appointments.
• Manage assigned work queues.
• Prepare and mail billing and collection notices as directed.
• Provide general revenue cycle assistance including directing patients to the correct contact, explaining the difference in pending vs. posted charges, communicating total outstanding balances, and assisting with setting up a payment plan or directing patients to financial counseling.
• Support staffing as needed in both Spectra Health primary clinic locations (Grand Forks and Larimore North Dakota).
• Contribute to organizational improvement activities by maintaining satisfactory performance on departmental key performance indicators (KPIs).
• Perform other duties as deemed necessary by the Patient Access Manager.

JOB QUALIFICATIONS:

Required:

• High school diploma or equivalent
• Strong customer service and communication skills
• Ability to work in a multi-tasking environment with professionalism and accuracy
• Basic knowledge of Windows and Office applications
• Previous experience in customer service or healthcare setting
• Ability to maintain confidentiality and comply with HIPAA standards

Preferred:

• Knowledge of medical terminology
• Experience working with diverse populations
• Past clerical experience in a health or dental care setting
• Knowledge of EPIC electronic health record

PHYSICAL REQUIREMENTS: The PAA is required to sit for long periods of time; utilizing a computer for a majority of their job functions. This position also requires the ability to provide customer service in person and over the phone. Occasionally, the PAA may be asked to lift and/or move boxes or bins that weigh less than 20lbs. Concerns with physical requirements should be brought to the supervisor immediately.

REMOTE WORK: The PAA position is not eligible for full-time or hybrid remote work. For more information about remote work, please see HR Policy 1.28 - Remote Work.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Spectra Health provides job opportunities, salaries and benefits, training, promotions, facilities, and other conditions of employment without discrimination based on race, color, national origin, religion, sex, age, disability, genetic information, or any other characteristic protected by federal or state laws. Spectra Health does not retaliate against applicants, employees, or former employees for filing a charge or complaint of discrimination, participating in a discrimination investigation or lawsuit, or opposing discrimination.