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Clinics Patient Access Specialist lll
2 months ago
Part Time position with full benefits Scheduled hours are Monday - Thursday 8 am to 2:30 pm.
All offers of employment are contingent upon the successful completion of a negative drug screen test*, criminal background check, reference checks, infection prevention procedures, TB test, Flu Shot, immunization records and acknowledgement of policies.
ESSENTIAL DUTIES PER AREA OF RESPONSIBILITY:
1. Greets patients, physicians and employees promptly in cordial and professional manner.
a. Provides exemplary customer service both on the phone and in person (smiles, makes eye contact, is empathetic and efficient yet does not give the impression of rushing) and inspires confidence in every interaction.
b. Attains and maintains mastery level knowledge of all assigned medical practices, including provider/clinic schedules, patient scheduling preferences, and scope of services offered.
c. Handles emergencies with tact and calmness; understands and follows emergency policies/protocols.
d. Manages multiple phone calls and other customer interactions simultaneously, transitioning smoothly between interactions. This may include answering scheduling calls, and assisting patients with scheduling follow-up appointments as patients check-out.
e. Maintains proficiency in call management software including telephone calls, scheduling, and reminder calls.
f. Performs duties independently, and in collaboration with team, asking for assistance from peers and/or supervisors as needed.
2. Courteously answers telephone calls
a. Maintains mastery level understanding and utilization of the telephone console and all related functions
b. Utilizes standard script when answering phones including identifying self by name
c. Follows HRRMC's communication policy, including telephone etiquette (AIDET)
d. Handles irate patients and others with tact; utilizes de-escalation techniques, and knows when to disengage and ask for assistance.
3. Proficient in EHR scheduling applications
a. Efficiently enters new patient demographic information into the EHR, with attention to accuracy for patient legal name, date of birth, insurance coverage, telephone number. Accurately checks for existing patients using prescribed methodology in the EHR, before creating a new patient account.
b. Verifies and revises established patient demographic information at each encounter.
c. Advises and confirms patient appointment time, and check-in time, reminding each patient to bring with them, their insurance information, photo ID and mandatory copay to be collected at time of service. Reminds self-pay patients of monetary deposit amount to be collected at time of service.
d. Schedules patient clinic appointments in EHR scheduling system according to practice guidelines and provider specifications.
e. Follows templated schedules in the EHR, specific to each provider and /or practice.
f. Is knowledgeable of telehealth applications and services and assists in assessing patients' ability to receive services via audio/video modality.
g. Schedules patients for telehealth visits utilizing parameters provided by each medical practice; ensures the correct service site is attached to the visit.
h. Initiates telehealth visits as needed and follows established workflows.
i. Is knowledgeable of all ancillary services and assists patients in scheduling these services and/or in contacting Patient Financial Services central scheduling.
Requirements
EDUCATION and/or EXPERIENCE
- High school degree, plus a minimum of three years of responsible business experience, preferably in a public relations, healthcare setting, or other professional setting.
CERTIFICATES, LICENSES, REGISTRATIONS
None required.
