Associate Access Specialist – Patient Access Center – Full Time

Associate Access Specialist – Patient Access Center – Full Time

Requirements

• High School Diploma or equivalent required
• Minimum of 1 year of medical office experience, scheduling environment, or patient access center required
• 1-2 years relevant experience in a contact center and/or customer service environment
• Strong verbal/written communication and organizational skills
• Adept at displaying patience and compassion when speaking to patients and callers
• Ability to type 40 – 45 WPM and effectively navigate using multiple systems
• Display professional demeanor
• Able to work in a remote environment while performing required duties and remaining patient focused

Responsibilities

• Answers calls for multiple areas in efficient and effective manner using standard greetings for opening of call, content of call and closure of call
• Ensures accuracy in answering questions and assisting customer with requests to meet their needs
• Demonstrate exceptional customer service and patient focus to make each encounter extraordinary
• Verify and accurately capture patient demographics, insurance, and appropriate medical information
• Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient’s health concerns according to the department’s urgency
• Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously
• Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc.
• Initiate and complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship
• Captures customer information and document using messaging system to clinic staff and/or providers
• Schedules appointments in electronic systems using guidelines for area/department including prioritizing patients’ health problems according to their urgency, educating/advising patients and making safe, effective decisions
• Provides information to customer regarding appointment location, process steps, parking, etc.
• Interview patient/guarantor to obtain complete demographic, clinical, billing, insurance, and financial information
• Create patient charts by entering required information into electronic databases and maintain accurate records
• Relay information to relevant clinic staff members through the appropriate messaging systems
• Ensure the quality of patient registrations by obtaining thorough and accurate information in a timely and efficient manner
• Follows well established processes to solve routine problems where solutions are clearly prescribed
• Maintain compliance with HIPAA rules and regulations
• Attend developmental training as required
• Participate in side-by-side coaching sessions to ensure continuous improvement of performance
• Willingly proposes/accepts ideas or initiative that will impact day-to-day operations by offering suggestions to enhance them
• Shows eagerness to learn new knowledge, technologies, tools, or systems and displays willingness to go above and beyond
• Perform additional duties and tasks as assigned by management
• Openly shares information with others and communicates in a clear and courteous manner
• Solves complex problems by seeking to understand issues, solving routine problems, and raising proper concerns to supervisors and appropriate contact center personnel in a timely manner
• Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service
• Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action
• Embraces change by keeping an open mind to changing plans and incorporates change instructions into own area of work

Preferred Qualifications

• AS/BS degree in Business Administration, Healthcare, or related field
• 2+ years of experience in healthcare or patient access
• Knowledge of medical terminology and insurance plans