Patient Access Specialist- Call Center

1 week ago

Grand Rapids, United States Infusion Associates Full time

**Job Title**: Patient Access Specialist

**Department**: Patient Access

**Location**: Grand Rapids, MI

**FLSA Status**: Non-Exempt (Hourly)

**Manager Title**: Patient Access Team Lead

**About Us**:
Infusion Associates is private equity backed multi-specialty infusion provider group with multiple sites across the Midwestern United States poised for rapid growth. Our sites support specialty physician services, infusion therapy, and leading-edge research on new medications for complex and rare disease states. Our service model makes it easy for patients to receive intravenous therapies 365 days a year with the support of physicians, advance practice providers, nursing, and pharmacy services. Our focus is always to provide a high-quality, low cost, exceptional patient experience at every interaction.

**Position Summary**:
We are seeking an experienced administrative professional with an interest in joining a family-oriented team poised for organization and professional growth. Responsible for many functions in regard to patient access including, but not limited to, triage phone calls, patient scheduling, as well as knowledge of order and insurance requirements.

**Essential Functions & Responsibilities**:

- Address and resolve a high volume of incoming calls daily
- Actively listening to each caller, ensuring each caller feels supported and valued
- Coordinating patient schedules with accuracy to the current therapy and location
- Accurately entering patient information
- Work to find resolution when needed
- Maintain quality metric goals while providing best in class customer service
- Ability to accurately multitask between systems, departments, and locations
- Keep thorough documentation in patient charts
- Remain HIPAA compliant, always ensuring the patient’s right to privacy, safety, and confidentiality are maintained
- Other duties as assigned.

**Knowledge, Skills & Abilities**:

- Professionally answer high volume of incoming calls
- Active listening skills
- Strong decision-making skills
- Proficiency with computers
- Adaptability and accountability
- Professional phone voice and demeanor
- Excellent typing skills, 65 wpm +

**Experience**:

- High School Diploma
- 1-year experience in the healthcare intake department preferred

**Physical Requirements/Working Conditions**:

- Mental Requirement - Ability to multitask without loss of efficiency or accuracy, including the ability to perform multiple duties from multiple sources.
- Mental Requirement
- Ability to work and sustain attention with distraction and/or interruptions
- Mental Requirement - Ability to interact appropriately with a variety of individuals including customers/clients
- Mental Requirement
- Ability to understand, remember and follow verbal and written instruction
- Mental Requirement - Ability to work effectively and efficiently in high stress and conflict situations
- Mental Requirement - Ability to perform under stress and/or in emergencies
- Physical Requirement
- Feeling (sensing textures and temperatures) (Frequently)
- Physical Requirement - Fine Motor Skill (pinching, gripping, etc.) (Frequently)
- Physical Requirement - Hearing (Frequently)
- Physical Requirement - Pushing/pulling (Occasionally)
- Physical Requirement - Reaching (Occasionally)
- Physical Requirement - Sitting (Frequently)
- Physical Requirement - Standing (Occasionally)
- Physical Requirement - Talking (Frequently)
- Physical Requirement - Near vision (Constantly)
- Physical Requirement - Color Discrimination (Occasionally)
- Physical Requirement - Use of keyboard, mouse, and/or computer equipment (Constantly)
- Occupational Exposure/Risk Potential
- inside office environment (Applicable)

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed

**Experience**:

- Medical customer service: 1 year (required)

Work Location: In person

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