Patient Access Specialist
4 weeks ago
The Patient Access Specialist I is part of a department-based scheduling pod that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic services, physician referral/appointments, and general department information.
Essential Responsibilities
- Greets patients in a tactful and courteous manner and acts as first point of contact for incoming customer inquiries. Escalates cases as appropriate.
- Helps patients navigate the healthcare system by providing clear and understandable instructions. Provides field-based services to clients, committed to removing the client’s barriers to care by identifying critical resources for clients, helping navigate through health care service and systems, and promoting client health. Build working relationship, solve problems and support patients while they learn to self-navigate the health care system
- Schedules appointment requests. Utilizes existing tools to facilitate securing the right appointment with the right medical provider or team. Indicates special needs (e.g. special accommodation, interpreter, etc.)
- Performs real-time insurance verification and interprets responses. Obtain patients’ insurance and demographic information and ensure all obtained information is registered in EPIC. Communicates insurance participation, financial responsibility (if applicable) and time of service policy to patient population. Maintains knowledge of insurance requirements.
- Ensure that patients understand the arrival and check-in process, pre-appointment instructions and patient safety precautions and other relevant information. Emails specialty patient forms if needed.
- Helps identify and document trends using established protocol.
- Promotes patient portal usage and connects to registration resources when applicable.
- Collects pre-registration information to address outstanding Epic work queue accounts and performs outbound calls to perform Epic referral scheduling.
Minimum Qualifications
- High School Diploma or the equivalent required.
- Patient scheduling and insurance verification experience in a medical background preferred.
- Bilingual Preferred but not required.
- Minimum of 3 years of relevant experience including proficiency in medical terminology.
- Strong proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
- Positive attitude, excellent customer service skills
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