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Healthcare Access Associate

2 months ago

Newton, Illinois, United States Springfield Clinic Full time

Job Code: PASPEC

Job Title: Patient Access Specialist

The Patient Access Specialist (PAS) serves as a pivotal figure within the organization, acting as the primary contact for all visitors and their families. This role is essential in delivering a warm and inviting experience for all individuals who reach out or arrive at the clinic. The PAS is responsible for facilitating communication with various departments and Care Teams to ensure seamless guest flow and maintain high standards of data accuracy. Additionally, this position manages the daily schedules for a group of healthcare providers by handling phone inquiries, retrieving records, verifying patient details, scheduling appointments, processing charges, and collecting payments.

Enhancing operational efficiency and elevating customer satisfaction will be key to your success at Springfield Clinic.

Job Relationships

Reports to the Operations Manager.

Principal Responsibilities

  • Respond to incoming calls, assess the needs of the caller, direct calls to the appropriate department, and take messages as necessary.
  • Assist visitors with the check-in process, confirm demographic and insurance details, and make updates as required.
  • Proactively support guests, Care Team members, and all staff by providing information, guidance, and exceptional hospitality.
  • Guide guests in enrolling in the FollowMyHealth (FMH) portal and educate them on its usage.
  • Collect patient payments and issue accurate receipts. Reconcile receipts with cash collected and complete necessary balancing documentation in line with performance standards.
  • Direct guests with inquiries regarding financial responsibilities to the appropriate resources.
  • Schedule appointments for providers in accordance with established procedures, ensuring a high level of accuracy. Assess scheduling capacity and analyze availability to optimize provider efficiency and appointment utilization.
  • Collaborate with onsite departments and Care Team members to align scheduling efforts and assist guests at the initial point of contact.
  • Document guest requests in the Electronic Health Record (EHR) system.
  • Generate relevant system reports for assigned providers or groups.
  • Manage office bump lists, wait lists, routine letters, and overdue orders for assigned providers or groups.
  • Identify and address issues related to processes, policies, teamwork, and technology to enhance the experience for both associates and guests.
  • Route emergency calls to the Care Team or TeleNurse as per emergency protocols.
  • Aim for First Call Resolution on every inquiry by completing all necessary follow-up on behalf of the guest or internal customer.
  • Adhere to patient service standards.
  • Exemplify service excellence by fostering a positive atmosphere at the front desk or call center.
  • Carry out front desk or call center responsibilities with a welcoming demeanor and efficiency.
  • Follow appropriate workflow processes.
  • Work collaboratively with team members to provide an outstanding guest experience.
  • Exhibit strong attention to detail.
  • Encourage a learning environment among team members.
  • Assist other departments as necessary.
  • Stay informed on all departmental policies and procedures, adhering to the clinic's Code of Conduct and Ethics Standards.
  • Demonstrate a commitment to getting the job done and supporting team efforts to meet departmental goals.
  • Comply with the clinic's incident reporting policies and procedures.
  • Follow all OSHA and clinic training requirements as mandated by policy.
  • Deliver excellent customer service while adhering to the clinic's Code of Conduct and Ethics Standards.
  • Perform additional duties as assigned.

Education/Experience

  • Minimum Education Required: High School diploma or GED.
  • Comfortable with technology.
  • Preferred: Administrative or technical background obtained through 2-3 years of college education.
  • Preferred: At least one (1) year of experience in a medical office setting.

Knowledge, Skills and Abilities

  • Ability to build and maintain meaningful and trusting relationships with associates, guests, and their families.
  • Actively listen, empathize, and address both expressed and unexpressed needs of guests and their families.
  • Exhibit a positive and professional demeanor at all times.
  • Demonstrated ability to analyze, interpret, and evaluate situations to provide assistance and resolve issues.
  • Seek opportunities to innovate and enhance the clinic experience for guests and team members.
  • Possess effective verbal and written communication skills, adapting style to suit diverse audiences.
  • Ability to multitask effectively under pressure while maintaining accuracy in a fast-paced environment.
  • Consistent attendance record.
  • Intermediate computer skills and familiarity with various software programs.
  • View every interaction as an opportunity to make a positive impact and deliver excellence.

Working Environment
Office environment requiring frequent transitions between sitting and standing.

PHI/Privacy Level
HIPAA1