Patient Access Services Resume Sample

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Alene Johnston
689 Steuber Greens,  Boston, MA
+1 (555) 809 9267

Work Experience

Associate Director, Patient Access Services
04/2016 - PRESENT
Los Angeles, CA
  • Manage day to day operations for service providers to ensure high quality performance and adherence to contractual requirements
  • Follow escalated customer, access and program performance issues through to resolution
  • Implement new services and program enhancements
  • Conduct regularly scheduled vendor site visits
  • Establish and maintain relationships with Alkermes commercial business partners in sales, managed markets, trade and marketing teams
  • Work closely with internal Reimbursement Access Team to ensure transparency of programs
  • Maintain program correspondence, scripting and collateral via Alkermes internal legal and regulatory approval process
  • Potential to manage direct reports
  • Manage 15% travel
Patient Access Services Representative
06/2009 - 01/2016
Dallas, TX
  • Interviews patients or their relative to obtain demographics
  • Obtains consents for treatments and authorizations as necessary
  • Accurately collects demographics and insurance information including patient contact phone numbers, insurance information, etc
  • Verifies 100% of patient insurance through the available and approved insurance verification methods or by calling the insurance company on the telephone
  • Alerts the bed placement and pre-registration personnel of “add-on” patients in order to initiate and facilitate the bed placement and the pre-certification/authorization process
  • Obtains insurance, PCP/PCC, for all insurances when applicable
  • Documents all actions taken in the comments and/or maintain comments in Soarian Financials
Supervisor, Patient Access Services
01/2004 - 04/2009
San Francisco, CA
  • Educates patients of pertinent policies as necessary i.e., Blood Free Treatment Waiver, Medicare Rights, Medicare Important Message, Patient Rights, HIPAA information, Consents for treatment, etc
  • Maintains a high rate (97%) of registration accuracy
  • Contacts patients, family members or referring physician to obtain missing or inaccurate insurance information
  • Attends mandatory training sessions offered by the institution
  • Maintains current knowledge of guidelines, changes, and requirements of the managed care plans, commercial carriers, third party payers
  • Demonstrates respect to others with different values, cultures or backgrounds. Is of service to difficult people
  • Demonstrate the ability to maintain directory and files on active and discharged patients, their location, patient status, and other pertinent information according to established procedure
  • Demonstrate the ability to page an associate using SmartWeb, Dialing and e-mail
  • Demonstrate ability to reconcile daily cash receipts and verify account balances


University of Phoenix - Southern California Campus
1999 - 2004
Bachelor's Degree in Business Management

Professional Skills

  • Prior experience in the management of a verification team, billing team, and contracting experience
  • Maximizes the patient experience and access to services provided by the West Clinic by implementing and promoting excellent customer experiences
  • Customer focused with strong interpersonal skills, courtesy and tact with patient, family members, physicians and staff members
  • One to two years experience in hospital admissions, insurance or billing experience. Experience with Patient Registration systems desired
  • Face-to face customer service skills and experience
  • Relevant experience with computer systems and health care billing and third party requirements including experience in a leadership role
  • Admitting experience and/or health insurance experience

How to write Patient Access Services Resume

Patient Access Services role is responsible for training, computer, customer, organization, design, integration, database, recruiting, reporting, insurance.
To write great resume for patient access services job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Patient Access Services Resume

The section contact information is important in your patient access services resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Patient Access Services Resume

The section work experience is an essential part of your patient access services resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous patient access services responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular patient access services position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Patient Access Services resume experience can include:

  • Schedule ancillary testing, specialty clinic appointments and outpatient education, identifying and scheduling in correct priority when multiple testing is requested, update demographic information in the scheduling system
  • Pre-Register patients that have been scheduled, collecting information to update the registration system with correct demographic and insurance information. Clearly document actions taken in notes section of systems
  • Demonstrated excellent verbal and written communication skills, leadership, organizational and strong interpersonal skills required
  • Excellent organizational skills and ability to demonstrate strong leadership within matrix teams
  • Proficient computer skills, including MS Office (Word, Excel)
  • Type, spell, write or print legibly with accurate data entry skills

Education on a Patient Access Services Resume

Make sure to make education a priority on your patient access services resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your patient access services experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Patient Access Services Resume

When listing skills on your patient access services resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical patient access services skills:

  • Typing skills equal to or greater than 27 words per minute net
  • Successful managerial and leadership experience and a proven track record in the management of colleagues and leadership of teams
  • Proficient data-entry skills with attention to detail
  • Understanding and experience with quality improvement philosophy approach and tools
  • Experience developing and executing customer-oriented strategies
  • Skill in attending to patients with care and attention to needs

List of Typical Experience For a Patient Access Services Resume


Experience For Patient Access Services Representative Resume

  • Experience in comprehensive health care environment with significant management experience
  • Understanding and experience with quality improvement philosophy approach & tools
  • Maintain filing system for pending referrals or outstanding pre-certification requirements
  • Knowledge of health care reimbursement, including Federal and State funding programs, such as Medicaid, and CHIP
  • Directs various personnel actions including, but not limited to, hiring, performance appraisals, promotions and transfers
  • Modify scheduling system based on changes within ancillary departments. Work with physician offices and patients to adjust schedules accordingly

Experience For Associate Director, Patient Access Services Resume

  • Log in to and out of the Scheduling Call Center Hunt Group appropriately
  • Refer self-pay patients to the Payment Options Coordinator immediately, noting on the account that the referral was made
  • Works with Assistant Manager, Patient Access Services in the handling of department issues/staff issues
  • Assists with training and orientation of new employees
  • Verify “prep” requirements have been given in the physician’s office or advise patient of prep requirements as appropriate
  • Identify insurance pre-certification requirements for scheduled ancillary tests and obtain required information from physician’s office when pre-certification is needed
  • Work with the physician liaison to keep provider offices updated with services and hospital scheduling policies
  • Quickly establish rapport, motivate, gain respect and to lead is essential

Experience For Patient Access Services Supervisor Resume

  • Knowledge of hospital and clinical healthcare delivery
  • Works with all Eskenazi Health departments and system leadership for the purpose of facilitating problem resolution, development of policies, processes and programs, coordination of services and organization cohesiveness
  • Maintains, develops, and actively involved in carrying out financial clearance policies and patient eligibility assistance, insurance verification including financial review, interaction with financial counselors, facility leadership and physician staff
  • Provides leadership through effective guidance, feedback, and delegation
  • Providing compassionate care while working in a fast-paced environment
  • Performing registration, patient pre-admission and admission, reception and discharge functions
  • Provides appropriate training, guidance, continuing education and overall job competencies of staff

Experience For Operations Lead, Patient Access Services Resume

  • Works with department leadership to achieve established revenue cycle operational goals
  • Completes various financial forecasts, including cost center labor and non-labor expenses and productivity, month-end financial reporting, operational performance, and any long-range strategic plans for the department
  • Review work lists to ensure accurate and timely billing
  • Obtain complete and accurate patient demographic and billing information
  • Assist with design & implementation of PAS for growing drug portfolio
  • Responsible for the implementation of procedures to ensure data integrity, accuracy, and facilitates the timely flow of information to support financial and clinical outcomes
  • Assures compliance with federal, state, local, Joint Commission, and hospital policies and regulations relative to patient registration, education, and financial assistance
  • Obtains patient’s and/or responsible party's signatures on registration and issues required information to patients/ responsible party concerning Advanced Directives, Privacy, Medicare and required other compliance or consent forms
  • Determines upfront payment or deposit based on the patient’s third party coverage and requests following department scripting for POS collections. Logs payment, produces receipt and prepares deposit records according to cash handling policy and procedure

Experience For Supervisor, Patient Access Services Resume

  • Responsible for the selection, training, scheduling, monitoring, mentoring, evaluating, and coaching the Patient Access Services staff
  • Work in a high volume, team-oriented environment
  • Take direction well & work independently
  • Work closely with internal business partners (sales, marketing, IT, data analytics, forecasting) to identify and design services model to support business needs
  • Coordinate with legal and compliance teams to design compliant processes and scripting
  • Lead vendor selection process for programs supported by external vendors

Experience For Director of Patient Access Services Resume

  • Design and implement PAS resources for services supported internally
  • Shares in the workload of staff, which includes release of information, processing of FMLA paperwork, scanning paperwork that is generated in clinic, through the mail, or by fax machine; scanning remaining paper charts into the EMR, answering incoming phone calls to the clinic, as well as, to the medical records dept and scheduling call lines
  • Direct responsibility for daily operations in this department
  • Handles time reports, PTO requests for the department
  • Works with Assistant Manager, Patient Access Services in the coordination of work flow assignments throughout the team
  • Typical clinical environment with moderate noise level
  • Stand, walk, for extended periods of time
  • Read and understand simple instructions, short correspondence, and memos. Ability to write simple reports. Ability to effectively present information in one-on-one or small group situations to supervisors, customers, and/or other employees of the company

Experience For Manager, Patient Access Services Resume

  • Add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of US dollars, weight measurements, volume, and distance
  • Apply common sense understanding to carry out simple one-or two-step instructions. Ability to deal with routine situations with only occasional or no changes
  • Partner with marketing and sales teams to design processes and scripting for new patient access service offerings
  • Lift more than 10lbs
  • Primary resource for submission and maintenance of program materials through Alkermes legal, medical and regulatory review team
  • Assist patient access services operations team with the creation and maintenance of support materials such as work instructions, job aids and standard operating processes
  • Work with IT and technical partners to document business needs for system updates and to coordinate user acceptance testing

Experience For Patient Access Services Coordinator Resume

  • Patient Access Services Patient CRM Platform
  • Interacts with patients, physicians’ offices, and ancillary departments
  • Verifies patient’s insurance eligibility and benefits
  • Identifies patient’s financial responsibilities, financially clears and requests payments for services
  • Maintain positive interpersonal relations in dealing with patients and their families so that patients perceivea positive experience, which includes dissemination of information, resolving customer complaints, and routing patients to their destination
  • Demonstrates positive interpersonal relations in dealing with co-workers, physicians, physician’s office staff, and other members of the health care team to achieve optimal customer service, departmental goals, efficiency, collegiality, organizational values and quality care
  • Demonstrates ability to accurately compile and distribute information regarding patient’s personal information, insurance, and financial status and provides appropriate forms to ancillary departments

Experience For Data Entry Associate, Patient Access Services Resume

  • Contacts family of minor children presenting for care to secure permission for treatment when guardian is unavailable (and adult when applicable)
  • Verifies presence of Advanced Directives or provides pamphlets
  • Clearly documents actions taken in notes section of systems
  • Leads the Patient Access function including setting business objectives, shaping the customer experience with Diplomat Specialty Pharmacy, and managing the team and our vendors to achieve operational excellence
  • Designs and manages new initiatives to improve the customer experience in partnership with pharmacy operation’s Centers of Excellence, managed markets, legal, compliance, and industry relations
  • Responds expertly and efficiently to the ever-changing landscape of healthcare, reimbursement, competition and market trends to optimize access to therapy at-all-times

Experience For Director, Patient Access Services Resume

  • Serves as the Patient Access and Reimbursement representative to senior leadership teams at our external partners
  • Fosters a collaborative relationship with our patient access partners and clients to optimize the mutual value of the relationship, identify new and better ways to work together and provide open and honest feedback as appropriate
  • Develops, monitors and communicates key performance indicators of the PASR team to internal and external stakeholders to drive performance, identify gaps and resolve issues
  • Fosters a collaborative relationship with internal and external stakeholders including Pharmacy Access, Contract Analytics and Distribution, Managed Markets, Legal, Regulatory, Quality, Medical, Commercial, Specialty Pharmacies, and advocacy groups to identify, communicate, and respond to issues and opportunities
  • Provides insight to the Managed Market and Industry Relations teams regarding patient access strategy, performance and trends to improve patient access and adherence to therapy
  • Accountable for PASR audit process, corrective action planning and corrective action implementation including, but not limited to the quality and timeliness of data and communications going to and coming from the PASR team to internal and external partners

List of Typical Skills For a Patient Access Services Resume


Skills For Patient Access Services Representative Resume

  • Skill in assisting with more complex patient care programs
  • Customer service experience in a healthcare or related setting
  • Consistent operational performance demonstrated meeting operational metrics, SLA’s and other program expectations
  • Commercial experience supporting a new product launch
  • Experience developing product/patient support services program/product solutions
  • Good knowledge of Patient Registration systems
  • Demonstrates ability to provide information, guidance, and assistance to patients and visitors
  • Demonstrates ability to accurately prepare pre-admission, admission and registration forms

Skills For Associate Director, Patient Access Services Resume

  • Working knowledge of Specialty distribution systems, insurance reimbursement as well as financial and product assistance programs
  • Willing to work an occasional weekend or holiday shift
  • Interfaces with nursing staff regarding the handling of patient phone calls / messages
  • Coordinate with training to develop training materials and resources, and to deliver training to operations teams as needed
  • Work with vendor partners, as needed, including contractual, budgeting and staffing requirements
  • Highly technologically proficient with the use of tools and software relevant in claims billing/processing, MS office suites, etc
  • Participate in the recruiting and hiring of program enrollment specialists

Skills For Patient Access Services Supervisor Resume

  • Provide feedback to “Training Manager” to maintain training materials, job aids, work instructions and other program documentation, as needed
  • Work collaboratively across multiple functions (sales, managed markets, marketing, training)
  • Interfaces with all West Clinic staff regarding patient scheduling, FMLA, etc
  • Use specialized applications software and computer systems for patient registration and scheduling and knowledge of business office procedures
  • Complete understanding of insurance procedures, third party payer requirements and regulations
  • Participate in training and mentorship of new team members
  • Manage a large team of managers, case managers, data entry specialists and patient coordinators ensuring that daily KPI’s and performance metrics are met

Skills For Operations Lead, Patient Access Services Resume

  • Manage and develop staffing model needed to support program volume
  • Work and willingness to work flexible schedules, including nights, weekends and holidays etc
  • Onsite availability to support program operations beginning at 8am ET, Mon-Fri
  • Assess existing internal PAS team to identify areas for integration or expansion
  • Develop staffing models to support forecasted volume
  • Supervises patient access specialists staff which include medical records clerks, scheduling representatives, and phone operators
  • Demonstrated understanding of the business drivers, dynamics, regulations and managed markets within the specialty pharmacy space (e.g. 501c3 organizations, Administrative Law Judge, Coverage Determination, and Appeals processes)
  • Demonstrated business acumen, capable of understanding macro-business relationships and how they relate to the individual customer while maintaining a positive micro-business relationship within the organization

Skills For Supervisor, Patient Access Services Resume

  • Handle complex business circumstances and demonstrate competence in customer service in a call center environment and vendor management
  • Establish, and continuously monitor program operations for effectiveness and service levels
  • Knowledge of applicable legal and regulatory issues that pertain to patient assistance and registry programs
  • Collaborate cross-functionally in a matrix environment
  • Support the launch of Alkermes internal patient access services reimbursement team

Skills For Director of Patient Access Services Resume

  • Assist with the development of program correspondence and documentation used to communicate case milestones, outcomes and updates to healthcare providers and Alkermes stakeholders
  • Participate in user testing to support the design and implementation of the Alkermes hub patient database
  • Provide coaching and feedback to direct reports to sustain and improve team performance
  • Assist with re-design of the Alkermes hub enrollment form
  • Assist with the design of operational dashboards and analytics required to manage daily program operations
  • Lead team of program enrollment coordinators to ensure accurate and timely entry of data into hub patient database

Skills For Manager, Patient Access Services Resume

  • Coordinate with Alkermes commercial operations teams to maintain master data sources for payer, specialty pharmacy customer and any other records managed outside of the patient hub database
  • Ensure adherence to program standard operating procedures and Alkermes compliance requirements
  • Assist with identifying requirements for reports used to manage program performance
  • Use reporting and analytics to closely monitor performance of Alkermes hub enrollment processing team and make adjustments to program resources as needed to ensure adherence to program SLA's and metrics
  • Allocate and adjust resources as needed to meet program requirements
  • Analyze data to identify trends and opportunities for process/program improvement

Skills For Patient Access Services Coordinator Resume

  • Generalists: respond to general customer service questions and triage other questions appropriately
  • Product Nurse Educators: respond to clinical questions about Vivitrol
  • Specialty Pharmacy Liaisons: coordinate SP escalations between case managers and our Specialty Pharmacy partners
  • Healthcare Provider (HCP) Portal and Provider Locator Specialists: Maintain website Provider Locator and HCP Portal access tools
  • Recognize a patient in distress and follow directions to get assistance
  • Perform basic math skills including: subtraction, multiplication, and division, whole numbers, common fractions, decimals, and the ability to solve problems with these skills
  • One or more years of admitting or hospital/clinic registration experience and/or health insurance experience
  • Hospital admissions or equivalent experience required. (Other hospital or physician office or equivalent experience required.)

Skills For Data Entry Associate, Patient Access Services Resume

  • Demonstrated ability to successfully motivate and lead a large, team responsible for a wide range of responsibilities
  • Possess a strong attention to detail with the ability to assess impact of program changes and new service launches
  • Three (3) to Five (5) years administrative and in-person customer service experience, preferably in a health care setting, required
  • One or more years customer service experience and basic knowledge of word processing, spreadsheet applications and Internet
  • One or more years of customer service experience in a health care or related setting
  • One or more years of admitting experienc and/or health insurance experiences
  • Healthcare/medical office experience

Skills For Director, Patient Access Services Resume

  • Follow directions and protocols to carry out detailed written and verbal instructions
  • Understanding of the distribution channel for specialty products including familiarity with specialty pharmacy process and procedures, specialty distributors, buy and bill
  • Familiarity with multiple reimbursement models and benefit types including pharmacy, medical/AOB and buy & bill
  • Experience supporting or working with financial assistance programs such as co-pay savings programs and/or patient assistance programs supporting uninsured or underinsured patients
  • Experience in Patient Access Department and the following criteria: meets expectations or higher on most recent performance evaluation, no active performance improvement plan or disciplinary action in most recent 6 month period
  • Experience working with pharmaceutical sales and national accounts teams
  • Experience managing large projects with multiple stakeholders
  • Work closely with Manager, Patient Access Services to monitor and coordinate activities at third party vendor, providing reimbursement and nursing support
  • Onsite availability to support program operations ending at 8pm ET, Mon-Fri

List of Typical Responsibilities For a Patient Access Services Resume


Responsibilities For Patient Access Services Representative Resume

  • Demonstrated leadership experience managing teams, development and management of projects in a complex environment is required
  • Promote customer service to make the patient experience as satisfying as possible
  • Define workflows to assure seamless experience for patients
  • Establish, and continuously monitor program metrics for effectiveness and service levels
  • Experience with automated patient account systems
  • Experience with automated patient account system

Responsibilities For Associate Director, Patient Access Services Resume

  • Processing, spreadsheet applications and internet
  • Plans, organizes, and manages the activities of staff in Scheduling, Telephone Operations, Medical Records and Transcription
  • Ensure highest quality of information obtained, recorded and sent to outside parties in keeping with HIPAA regulations
  • Encourage, support and sponsor cooperation and communication with medical and nursing staff of HA
  • Basic knowledge of word processing, spreadsheet applications and internet
  • Basic knowledge of word processing, spreadsheet and internet
  • Assists with changes and/or refinements to processes, policies, and procedures
  • Typical office environment with moderate noise level

Responsibilities For Patient Access Services Supervisor Resume

  • Performs registration process by interviewing patients and collecting and recording all necessary demographic and insurance eligibility information. Ensures that proper insurance payor plan choice and billing address are assigned in the automated patient accounting system. Verifies relevant group/ID numbers
  • Completes the registration process by activating patients and assigning bed/patient placement if appropriate. Works to resolve patient placement issues with key stakeholders
  • Ensures patient receives necessary disclosures, privacy information and signs the Consent to Treat documentation
  • Completes automated insurance eligibility verification when applicable and appropriately documents information in Fairview’s patient accounting system. Utilizes payer websites when appropriate to determine the patient’s insurance type and educates patients regarding coverage and/or coverage issues
  • Accurately identifies self-pay accounts and refers them to the appropriate department for financial counseling

Responsibilities For Operations Lead, Patient Access Services Resume

  • Collect co-payments, co-insurance, and deductibles per Fairview’s POS collections policies and procedures
  • Reconcile daily deposits and cash box
  • Advises manager and clinical liaison of possible postponement or deferrals of any elective/non-emergent admission which has not been approved prior to service date. Maintains accurate files for pre-processing information as required
  • Investigates, resolves and documents patient problems in a timely and efficient manner, maintains accurate files for pre-processing information and contacts medical staff, nursing staff, ancillary departments and administration as necessary
  • Provide clear and specific direction to reimbursement team members
  • Onsite availability to support program operations until at 8pm ET, Mon-Fri as needed
  • Field rides and customer site visits

Responsibilities For Supervisor, Patient Access Services Resume

  • Hub vendor partner site visits
  • Provide clear and specific direction to Customer Service team members
  • Deep understanding of patient access services operational models high touch, specialty products including reimbursement hubs, adherence programs, co-pay assistance program and patient assistance programs
  • Assess risk and determine appropriate business decisions
  • Familiarity with multiple change management approaches, and the ability to identify the best option based on business needs
  • Knowledge of health care insurance and managed care required
  • Hospital patient access supervisory or a lead worker position
  • Assist with launch of Alkermes internal patient access services team
  • Develop and maintain program training materials, call guides, SOPs, work instructions and scripts for team members, working closely with marketing, regulatory, legal and medical affairs

Responsibilities For Director of Patient Access Services Resume

  • Management of internal patient access services team
  • Manage a large internal team made up of managers, case managers, data entry specialists and patient coordinators
  • Ensure compliance with legal/regulatory guidelines
  • Analyze hub data to identify trends and opportunities for process/program improvement
  • Ensure that patients are registered in a timely manner without any inconvenience

Responsibilities For Manager, Patient Access Services Resume

  • Obtain all patients demographics and signatures necessary for the start of patient care
  • Assist in maintaining the institution financial integrity by collecting and verifying insurance information and providing other information thru proper financial screening
  • Min One (1) year experience in healthcare business or collections setting ( or any combination of education and training in healthcare business office environment) -
  • Experience working in or with service vendors
  • Participate in the recruiting, hiring, training and mentorship of team members

Responsibilities For Patient Access Services Coordinator Resume

  • Support the ongoing Alkermes internal patient access services Customer Service team
  • Assist with the development of program correspondence, documentation and scripting used to communicate to healthcare providers and Alkermes stakeholders
  • Proficient in Excel and / related computer business software
  • The position is specifically posted to support our Behavioral service line. It is specific to the gathering of Benefits and ensuring Eligibility for our patients. The full Patient Access Rep position description is below
  • Lead team Alkermes patient access services customer service team
  • Provide feedback to program management on trends and escalations related to Alkermes hub vendor partners including specialty pharmacies, hub vendors and nurse coordinators

Responsibilities For Data Entry Associate, Patient Access Services Resume

  • Use reporting and analytics to closely monitor performance of VIVITROL hub Customer Service team and make adjustments to program resources as needed to ensure adherence to program SLA's and metrics
  • Certification: CHAM, CHAA, FHFMA, CRCL desired
  • Upfront Payment Collections
  • Hire team members as needed
  • Develop program KPIs and performance metrics
  • Reconciles daily census
  • Telephone and Fax

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