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Job Descriptions of a Patient Access Representative
When you are being admitted to a hospital, there is a hospital professional who will look after your hospital needs. They will help determine what support you need and will check what the hospital can do to provide. That is the job of the patient access representative.
In hospital setting, the patient access representative is somewhat of a customer service representative or front desk receptionist. Patient access representatives act as link between patients and hospital administration. They help meet out patients' needs and resolve their complaints. In this way, they help the administration and healthcare professionals provide quality care to patients.
Their job duties and responsibilities include:
Coordinating with patients and their family members, medical staff, hospital administration and other agencies like health plan providers and insurance companies
Interviewing patients or their family members to identify problems relating to patient care
Referring patients to the appropriate hospital services, providers or resources
Reviewing and investigating patients' complaints and directing them to the proper medical or administration staff
Assisting medical staff and hospital administration in resolving patients' complaints
Explaining to patients and their family members hospital policies, rules and regulations
Handling documents relating to patients' discharge from hospital, billing records, faxes, internal and external communications and medical documents
To become a patient access representative, you will need customer service skills. You are the bridge between patients and hospital professionals, so you need to initiate communication among patients, their family members, healthcare providers and administration staff. The life of the patient is very critical so so need to ensure there is communication and coordination among parties.
With regards to education and experience, employers prefer candidates who have considerable work experience in healthcare setting, especially with the use of electronic medical record applications. Fast typing and excellent verbal and written communication skills are also a must.