The Patient Access Representative assists patients with the check-in/arrival. Has in depth knowledge in all processes of the reception front desk and arrival process. Works with physicians on coordinating new patients for their individual schedules, assist new patients in collecting all medical records and history. He/She will schedule new patients with physician who specializes in care type and prepares new patient chart for physician review. Responsible for providing insurance information to Financial Counselor Representative for verification.
Departmental Specific Summary
The Patient Access Representative must have an in depth knowledge in all the functions of providing excellent customer service. Must have excellent communication skills, including the ability to speak, read and write English proficiently. Must be comfortable with computers and the ability to multi-task
Essential Duties
- Generate a patient MRN (Medical Record Number)and is adept at utilizing the MRN checker.
- Patient identifier is “Name and date of birth” to assure you are registering the correct patient.
- Demonstrates ability to maintain confidentiality of patient information.
- Determine if the patients insurance is contracted with USC.
- Edit insurance information as appropriate.
- Resolve all GE Centricity Alerts.
- Assure all documents are obtained signed and scanned or available in the EMR a. Insurance Card b. Identification Card c. Condition of Service – hospital document d. Financial Responsibility- Physician document e. Notice of Privacy Practices-
- Obtain patient demographics confirm all are current and correct in both hospital and physician systems.
- Utilize appropriate a. Financial Class b. Plan Id’s c. Service Code d. Patient type
- Ability to verify and comprehend insurance benefits via: a. Contacting insurance companies directly b. Electronic verification system (Ecommerce or Passport or direct insurance websites) c. Ensure effective dates and co-pays are documented in registration systems
- In Physician System Utilize appropriate a. FCS b. Alternate Insurance
- Assuring authorizations are in place as specified by patients carrier
- Customer service skills: a. Phone etiquette b. Scripting as provided by supervisor/management c. Escort patients as needed d. Professional conduct when speaking to patients and co-workers and Physicians
- Ability to request patient financial liabilities (Co-pay outstanding balances)
- Follow and adhere dress code attendance policy’s provided by Human Resources
- Assist Supervisor as needed with special projects and other duties as assigned a. Scheduling b. Break and or Lunch coverage c. Check out d. Any other duties assigned by your supervisor
- Balances cash drawer to Batch.
- Closes out batches.
- Prepare bank deposit for Physician practice.
- Performs other duties as assigned.
Required Qualifications:
- Req High school or equivalent Or equivalent evidence in file required.
- Req Must have excellent communication skills, including the ability to speak, read and write English proficiently.
- Req Must be comfortable with computers.
- Req In depth knowledge of Cerner, most insurance types, and basic computer programs.
- Req Demonstrate excellent customer service behavior.
- Pref Knowledgeable in medical terminology strongly preferred.
Preferred Qualifications:
- Pref 3 months Experience in an office or ambulatory clinic setting *OR 1 year of hospital experience or in a related field,
- Pref Knowledgeable in medical terminology strongly preferred.
Required Licenses/Certifications:
- Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)
USC Care Medical Group serves as the sole physician entity reporting to the USC Health System, uniting faculty clinical practice under Keck Medicine of USC. This entity oversees clinical governance, physician and ambulatory services, and core enterprise functions including billing, contracting, and financial operations. The organization encompasses 17 clinical departments, with approximately 1,500 physicians and 2,000 staff delivering care across more than 80 locations from Kern County to Orange County and into Las Vegas. USC Care Medical Group is the engine for patient-centered growth—advancing quality, safety, access, and financial strength through integrated, system-level thinking that transcends silos and traditional models. By building bridges across the enterprise, embracing innovation, and leveraging technology, we deliver seamless, 5-Star access and service while expanding clinical reach and diversified models of care. Our work fuels a sustainable cycle of good health—organizationally, financially, and within the communities we serve—driving continued growth from within and beyond the system’s boundaries. The hourly rate range for this position is $22.00 - $35.55. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying.
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.
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