Operations Patient Access Representative
2 weeks ago
The Patient Access Representative will enjoy interacting with patients and healthcare provider offices on the phone and through messages to schedule patient appointments using Athena. The Patient Access Representative will accurately perform administrative duties required for patient appointment scheduling including managing inbound and outbound communication working work queues, selecting correct appointments, and entering demographic and insurance information. As a liaison to patients, the community, and healthcare professionals, this position requires excellent interpersonal and communication skills to ensure delivery of the highest quality customer service. The Patient Access Representative provides unsurpassed service for Jennie Stuart patients scheduling provider appointments. The Patient Access Representative works in a call center handling in-bound and outbound communication coordinating with clinical staff in the provider practices and completing task-based functions. The Patient Access Representative works in a high-volume fast-paced metrics-driven environment.
Required Skills
Customer Services:
- Provides exceptional customer service.
- Maintains communication between medical providers, administrative staff, and/or patient/families.
- Strives to answer all callers within three rings.
- Follows telephone etiquette, to include active listening and emphatic responses to all callers.
- Schedule, cancel, and confirm patient's appointment according to policy.
- Interview caller to obtain all necessary information to facilitate the desired appointment.
- Pre-register patients by confirming patient demographic information and verifying insurance eligibility.
- Takes incoming messages and distributes appropriately. Route calls to appropriate staff. Returns all messages in a timely manner.
- Review care gap reports and proactively contacting the patient / patient representative to schedule needed services.
- Provides callers with requested service or information on their first call attempt.
- Works collaboratively with practice to address clinical needs and scheduling changes.
- Works collaboratively with management to anticipate future patient-scheduling challenges.
Environmental Services:
- Contributes to the overall cleanliness and appearance of personal work space and department.
- Monitors supply levels and requests when needed.
- Maintains all equipment. Evaluates all equipment for damage or maintenance needs and reports when needed.
Minimum Education: High School diploma or G.E.D equivalent
Work Experience: One year or more experience in a medical setting. Inbound high volume call experience preferred.
Required License/ Certification/Registration: None
Skills:
- Excellent interpersonal, verbal, and written communication skills.
- Ability to work tactfully and effectively with patients, family members, other employees and physicians.
- Knowledge of medical terminology.
- Basic understanding of health insurance
- Word Processing / Computer
- Multi-tasking
- Time Management
- Organization
- Attention to Detail
- Ability to demonstrate sound judgment, patience, and maintain a professional demeanor at all times.
- Quality Focus
- Adaptability
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