Patient Access Rep (Reception) / Telecommunications Float (Switchboard) at Neuroscience Group – Appleton, Wisconsin

Join Neuroscience Group as a Patient Access Representative (Reception) / Telecommunications Specialist (switchboard), a dynamic, cross-functional role that supports both front-end clinic operations and centralized telecommunications. In this full-time position, you will float between patient-facing responsibilities—such as registration, check-in, and scheduling—and managing incoming calls through our switchboard, ensuring patients are efficiently connected to the care they need. This role is ideal for a flexible, detail-oriented professional who thrives in a fast-paced environment and can seamlessly shift priorities while delivering a consistent, high-quality patient experience across multiple touchpoints.

For more than 30 years, Neuroscience Group has been a trusted leader in delivering exceptional neurologic care across the Fox Valley and Northeast Wisconsin. As the region’s only practice to unite neurology, neurosurgery, orthopedic spine surgery, pain management, endovascular services, as well as physical, speech, and occupational therapy under one roof, we offer a truly comprehensive approach to care. Today, our team has grown to more than 50 providers, extending our reach to patients through nine convenient clinic locations throughout the region. At our core, we are driven by a simple but powerful mission: to improve lives by delivering the highest quality brain, spine, and pain care—guided every day by our commitment to compassionate care, teamwork, fiscal responsibility, continuous learning, leadership, and community involvement.

RESPONSIBILITIES

• Responsible for opening and/or closing the clinic daily according to protocol.
• Answers and accurately routes all incoming phone calls while maintaining exceptional customer service standards.
• Possesses high level of intelligence, integrity, sense of responsibility, and ability to comprehend and analyze details.
• Using our secure messaging portal, pages response team for corresponding codes.
• Greets all patients and guests, and responds to routine requests for information, in a professional and courteous manner.
• Registers patients, according to practice procedures, accurately and efficiently, and ensures a high-quality experience.
• Collects co-payments and past due balances as directed by the billing services staff.
• Notify the billing services staff if a patient needs to make payment arrangements or has questions about their payment.
• Verifies insurance as needed and follows HIPPA standards to ensure patient confidentiality
• Obtains the appropriate patient signatures according to protocol.
• Notify the clinic staff that the patient has been registered and is ready for their appointment per protocol.
• Monitors the clinicians’ schedules and informs clinical staff of early/late patient arrivals. Also informs patients if clinician is behind schedule and offers patient option to reschedule appointments.
• Responsible for maintaining a general knowledge of all insurance and managed care plans accepted by The Neuroscience Group.
• Sorts and distributes all incoming and outgoing mail according to protocol.
• Maintains all office equipment in the reception area.
• Balances petty cash and co pay receipts daily.
• Responsible for keeping the reception area neat and clean during clinic hours.
• Exhibits emotional maturity, stability, and calm in stressful situations
• Utilizes creativity and critical thinking in a team supported environment.
• Stays current with process, procedure and clinic changes and updates relative to operator role.
• Participates in team building, process improvement, and skills enhancement training and events, as determined by the Team Lead.
• Other assigned tasks assigned by Patient Access Coordinator or other members of leadership.

QUALIFICATIONS

• Two years' experience in customer service-related field.
• Prior experience with health insurance preferred.
• Experience with patient registration and appointment scheduling on a computerized system.
• Financial knowledge as it relates to posting payments, charges, and balancing.
• Basic computer knowledge and keyboarding skills.

TYPICAL PHYSICAL DEMANDS AND WORKING CONDITIONS

• Requires prolonged sitting, some bending, stooping, and stretching.
• Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment.
• Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.
• Requires occasional lifting of papers and/or boxes to an approximate 20 to 40-pound weight.
• Work is performed in an office environment. It involves frequent contact with staff and physicians.
• Work may be stressful at times.

BENEFITS

At Neuroscience Group we offer a very competitive salary. In addition to great pay, we also offer the following benefits:

• Health Insurance
• Health Savings Accounts with a generous employer contribution
• Dental Insurance
• Vision Insurance
• Company paid Long Term Disability and Life Insurance
• Voluntary Life and Short-Term Disability Insurance
• Voluntary Accident and Critical Illness Insurance
• Generous PTO and Short Term Disability Banks
• 401(k) with guaranteed employer contribution, Profit Sharing, and a Cash Balance Pension Plan
• Employee Assistance Program
• Timber Rattler tickets
• Holiday party, summer picnic, and annual recognition for years of service
• Annual Employee Appreciation Day