Specific Job Duties/Responsibilities:

Key Responsibilities:

Patient Access & Registration:

Perform accurate and timely patient registration for Ambulatory and Acute Care services, ensuring complete collection of demographic, clinical, and insurance information. Verify patient eligibility, coverage status, and authorization requirements prior to service. Obtain and document necessary patient signatures, consents, and forms while maintaining compliance with regulatory and organizational standards. Performs other duties as assigned.

Scheduling & Coordination:

Coordinate same day services in line with external departments operational policies. Coordinate with Patient Financial Services department to identify patients needing alternate resource assistance.

Communication & Front-End Services:

Operate telephone system to direct calls, manage messages, and respond to patient and organizational needs efficiently and courteously. Act as a frontline representative to deliver exceptional customer service and promote positive patient experience.

Workflow Integration & Operational Support:

Support the scheduling specialist as needed, including coverage for overflow scheduling calls, staffing gaps, high-volume periods, weekends, and holidays. Assist in process improvement initiatives to enhance the efficiency of patient access and scheduling workflows. Serve as a resource to peers in understanding scheduling protocols, registration standards, and system navigation.

Collaboration & Compliance:

Collaborate with clinical and administrative teams to resolve scheduling concerns, registration errors, and third-party resource screening. Maintain compliance with organizational procedures, HIPAA regulations, and quality standards. Participate in training, cross-training, and continued competency efforts to support department operations.

Documentation & Reporting:

Ensure all patient data is entered into the system accurately and timely, following established verification steps. Generate or assist with reports related to scheduling metrics, patient access workflows, and registration performance as requested.

Required Qualifications/Skills:

High School Diploma or equivalent required; Certified Healthcare Access Associate (CHAA) preferred Experience in patient access, registration, scheduling, or related administrative support roles preferred.

Technical & Systems Knowledge:

Demonstrated proficiency using electronic systems and office technologies, including multi-line phone systems, computer software, and online tools. Working knowledge of patient registration and scheduling systems preferred

Skills & Competencies:

Strong organizational, multitasking, and time management skills in a fast-paced environment. Ability to manage sensitive and confidential information with professionalism and discretion. Commitment to delivering exceptional patient service with empathy, accuracy, and responsiveness. Adaptability to competing demands, shifting priorities, and cross-departmental support requirements.

Physical Requirements:

Normal to light office work which includes the ability to lift 30 lbs. Regularly required to walk, stand, and sit for extended periods of time and use hands to operate computer keyboard, phone, and various office equipment.

Cognitive Requirements:

Reading, writing, calculating Excellent social interaction skills Reasoning/Analysis Ability to work effectively both independently and as a team Works with minimal supervision

Language Requirements:

Must possess the ability to read, write, and speak the English language fluently. Must be able to continually and effectively employ professional verbal and written communications skills.

Certificates, Licenses & Registrations:

Certified Healthcare Access Associate (CHAA) preferred All applicants will comply with 45 CFR 1301, Subpart D, Section 1301.31, C and D, which require all prospective employees to sign a declaration prior to employment regarding all arrests and convictions of child abuse or violent felonies and to comply with PL 101-630 and

PL 101-637

regarding criminal records check. Please note the position description duties, responsibilities, and activities may change at any time with or without notice. WCHS is an equal opportunity employer. All applicants must comply with 45 CFR 1301, Subpart D, Section 1301.31 C and D, which require all prospective employees to sign a declaration prior to employment regarding all arrests and convictions of child abuse or violent felonies and comply with PL 101-630 and

PL 101-637

regarding criminal records check. As provided by Federal Law, all qualified Native American and Veteran applicants shall receive preference over Non-Native American applicants. In the absence of qualified Native American applicants, consideration will be given to all other applicants without regard to race, color, religion, gender, gender orientation/identity, national origin, age, marital status, veteran status, genetic information, disability or any other reason prohibited by law in provision of employment opportunities and benefits. 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