Patient Access Representative
4 weeks ago
Start Date: ASAP
Position Summary: Provides support in lead capacity for technical and administrative activities. Assists with training staff and serves as resource for staff related to complex situations.
Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services within the hospital system. Coordinate complex appointment scheduling linking consults, procedures and ancillary services required for specialty and multiple sub-specialties with the department, maintaining patient demographic and insurance pre-registration information in multiple scheduling systems (Salesforce CRM, EPIC). Has excellent grasp of specialty and progressive knowledge of multiple sub-specialties within the department. May require referral tracking and handling of medical records. Provide patients with information on physicians, directions to locations and educational materials. Answer patients or physicians questions. Interviews callers to obtain full understanding of what information is being requested. Provide high quality customer service on every call. Promote teamwork and call center success. Responsible for satisfying the customer and maintaining the image of the health system.
Education: High school diploma or GED required. Bachelor’s degree preferred.
Work Experience: Requires a minimum of three years related medical office, hospital, medical call center or similar customer service environment including a comparable level of administrative experience in the military.
Knowledge: Excellent grasp of specialty and progressive knowledge of multiple sub specialties within the department. Comprehensive knowledge of medical and insurance terminology. Comprehensive knowledge of hospital and provider referral protocols. Comprehensive knowledge of medical insurance plans, billing, regulations, especially managed care plans. Requires a working knowledge of PC Word processing, PC spreadsheets and applications. Certification on host systems EPIC, Meditech, OCIS, MOSAIC and IDX as appropriate. Certified user of Ideal Access Applications. Requires proficiency on multi-line phone and ACD system, copier, fax machine, calculator, information applications (scheduling, registration, referral management, etc.) and any other technology applications required for the position (electronic insurance verification, email, etc.) Must meet call performance, schedule adherence, data accuracy and quality standards.
Skills Ability to type 35 wpm preferred. Require excellent verbal and written communication, professional telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies. Requires ability to work with diverse people and deal effectively with angry and/or upset customers. Type at least 40 wpm. Require excellent verbal and written communication, professional telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies. Requires ability to work with diverse people and deal effectively with angry and/or upset customers. Command of scheduling protocols and systems.
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