Patient Access Rep Ambulatory

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Effective Date:

6/25/2026

Entity:

Wisconsin

Job Code:

440048

Job Title:

Patient Access Rep Ambulatory

FLSA Exemption Status:

Non-Exempt

Management Level:

Individual Contributor

JOB SUMMARY

The Patient Access Representative Ambulatory enters and verifies demographic and insurance information, identifies and collects patient financial obligations, and arrives the patient. The individual is ultimately responsible for assisting patients and families via phone or in person and works closely with clinic and business office representatives. This position is customer service driven and the individual must have the ability to effectively promote a positive patient and family experience, exhibit empathy, engage in compassionate collections, and demonstrate strong communication skills.

ESSENTIAL DUTIES

•

Core Responsibilities:

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Obtain and verify patient identity, demographic and registration information; effectively communicate the purpose for and the requirements of all required patient documents

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"Arrive" patients: register scheduled and walk-in clinic outpatients and direct patients to scheduled care location or clinic appointment

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Schedule patients for walk-in visits in departments such as lab and urgent care.

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Complete financial registration responsibilities including but not limited to creating guarantor accounts, interpreting eligibility requirements, collecting document signatures, insurance card scanning, taking patient photos, and creating financial estimates

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Counsel patients on prior authorization, referral requirements, insurance networks, and financial responsibility forms

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Collect patient financial obligations

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Promote registration/arrival kiosks to patients and assist them with their use.

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Provide patients with information on the financial assistance policy and application process, explaining alternatives and routing patients without clearance to Financial Counseling

•

Complete the health screening questions with patients and visitors

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Customer Service Standards:

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Support co-workers and engage in positive interactions.

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Communicate professionally and timely with internal and external customers

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Demonstrate friendliness by smiling and making eye contact when greeting all customers.

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Provide helpful assistance in anticipating and responding to the needs of our customers.

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Collaborate with customers in planning and decision making to result in optimal solutions.

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Ability to stay calm under pressure and deal effectively with difficult situations

As needed, additional responsibilities reasonably within the scope of duties and physical requirements may be assigned.  ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS AND RESPECT FOR PEOPLE COMMITTMENTS.

X

Non-Clinical

JOB REQUIREMENTS

No minimum education

Required

High school diploma or equivalent.

Preferred

Associate's Degree

in Business, Finance. Health Information Management or related field

Preferred

1 year

of experience in a customer service-related field

Required

1 year

of experience in a healthcare, call center, business, financial or insurance related field

Preferred

LICENSE, CERTIFICATIONS, AND REGISTRATIONS MUST BE MAINTAINED PER UW HEALTH POLICY. 

•

Ability to work in a busy, loud, and demanding environment.

•

Must independently recognize and evaluate situations for the level of urgency.

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Experience in providing a high level of customer service.

•

Strong emotional intelligence and empathy.

•

Excellent written and oral communication skills.

•

Maintains effective and cooperative working relationships with co-workers, leaders, clinical staff and the general public.

•

Must be detail oriented and accurate.

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Ability to multi-task and prioritize tasks.

•

Displays an aptitude and willingness to learn new responsibilities.

•

Willingly accepts feedback.

•

Flexible and innovative.

•

Ability to problem-solve and work independently.

•

Displays a professional appearance.

•

Dependable and reliable in achieving goals.

•

Experience operating office machines such as personal computers, fax machines, photocopier, and document scanners.

•

Familiarity with medical terminology and abbreviations.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

☐

Sedentary: Sedentary work involves lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally and other sedentary criteria are met.

Up to 10#

Negligible

Negligible

☒

Light: Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. Even though the weight lifted may be very little, a job is in this category when it requires a good deal of walking or standing, or when it involves sitting most of the time with some pushing and pulling of arm or leg controls. To be considered capable of performing a full or wide range of light work, you must have the ability to do substantially all of these activities. If someone can do light work, we determine that they can also do sedentary work, unless there are additional limiting factors such as loss of fine dexterity or inability to sit for long periods of time.

up to 20#

Up to 10# or requires significant walking or standing or requires pushing/pulling of arm/leg controls.

Negligible or constant push/pull of items of negligible weight

☐

Medium: Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds. If someone can do medium work, we determine that they can also do sedentary and light work.

20-50#

10-25#

Negligible-10#

☐

Heavy: Heavy work involves lifting no more than 100 pounds at a time with frequent lifting or carrying of objects weighing up to 50 pounds. If someone can do heavy work, we determine that they can also do medium, light, and sedentary work.

50-100#

25-50#

10-20#

☐

Very Heavy: Very heavy work involves lifting objects weighing more than 100 pounds at a time with frequent lifting or carrying of objects weighing 50 pounds or more. If someone can do very heavy work, we determine that they can also do heavy, medium, light, and sedentary work.

Over 100#

Over 50#

Over 20#

Other - list any other physical requirements or bona fide occupational qualifications not indicated above:

Over 50 lbs.

UW Health does not require, nor does it expect that its employees lift more than 50 lbs unassisted. Objects in excess of 50 lbs should be lifted or moved with mechanical means or through a team lift. Employees in patient care areas are expected to utilize mechanical lifts and adhere to the "Use of Mechanical Lifts (Liko)" policy in the Patient Services Policy and Procedure Manual.

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

THE EMPLOYEE MUST BE ABLE TO COMPLETE ALL PHYSICAL REQUIREMENTS OF THE JOB WITH OR WITHOUT AN APPROVED ACCOMODATION. Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.