Client Access Representative

Full Time
Posted 1 year ago

Department: Referrals Department, Panama City Corporate Office

Reports To:                        Referrals Department Supervisor

Classification:                    Employee, Non-Exempt

Scope of Position: Processing all incoming calls received seeking services from all referral sources, not limited to the client themselves. Fulfills client needs, resolves issues and ensures client satisfaction. 


  • Appointments, scheduling and registration.
  • Identifies specific patient needs to determine appropriate appointment type, location and urgency.
  • Obtains necessary demographic and insurance information and enters data into the EHR system.
  • Verifies insurance coverage and other related data with third party carriers or Medicaid for scheduled appointments.
  • Determines if patient requires language interpretation, facilitates scheduling of services.
  • Communicates clear instructions and education related to scheduled services, location and time.
  • Provide patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, cancellation policy).
  • Make reminder calls two days prior to appointments.  When appropriate, re-verify insurance eligibility, upload results to client chart.
  • Maintain the appointment list documenting results of appointments to provide the results to Supervisor (No Show, Opened, Rescheduled or Cancelled).
  • Several time during the day log-In to referral telephone line, listening to referral telephone messages and response to the calls on a timely manner in coordination with other coworkers.
  • Check ALL E-mails for referral messages from clinics and respond in a timely manner.
  • Update referral sources on status of referrals by mail, telephone or email when required.


  • Assist Supervisor with weekly Referral count report by tallying the number of unworked referrals for each clinic location as needed.
  • Send No Show letters and No Contact referral letters when appropriate.
  • Maintain waiting lists as needed.
  • Maintain provider availability schedule matrix for each clinic location.
  • Utilize the EHR system’s tracking tool.
  • Enter therapist’s active client therapy appointments when notified to avoid double booking of intake appointments.
  • Attend all scheduled meetings with supervisor when necessary and assist in additional duties as needed.
  • Participate in continuous FTS quality improvement activities and agency training as required.

Minimum Qualifications

  • At least one year of clerical/office experience.  Previous medical office experience with a background of insurance knowledge and 3 years of experience preferred.  High school diploma or GED equivalent is acceptable as educational requirement.


  • Must maintain confidentiality in accordance with HIPAA regulations.
  • Demonstrate sound work ethics.
  • Demonstrate ability to communicate with clients and others in a friendly and professional manner.
  • Must check FTS E-mail throughout the day and respond promptly.
  • Must meet standards of Level I and Level II criminal background screening in accordance with FL Statutes (F.S.) 435.04 and (F.S) 408.809.

Knowledge, Skills and Abilities

  • Ability to maintain high level of accuracy in preparing and entering information in the EHR system.
  • Highly detail-oriented.
  • Ability to be an effective team player in office setting.
  • Excellent organizational skills.
  • Excellent telephone and E-mail etiquette.
  • Ability to use a computer with access to basic applications including but not limited to Word and Excel.
  • Effective interpersonal and communication skills when talking on the phone.
  • Ability to gather and interpret information.

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