Patient Services Representative

2 weeks 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 role within the organization, acting as the primary point of contact for all visitors and their families. This position is essential in delivering a warm and inviting experience for all individuals who reach out or arrive at the facility. The PAS is responsible for facilitating communication with various departments and Care Teams to ensure a seamless flow of guests and maintain high standards of data accuracy. Additionally, this role includes managing the daily schedules for a team of healthcare providers by handling phone inquiries, retrieving medical records, confirming patient details, arranging appointments, processing charges, and collecting payments.

Enhancing operational efficiency and elevating the customer experience are key objectives for success in this role at Springfield Clinic.

Job Relationships

Reports directly to the Operations Manager.

Key Responsibilities

  • Handle 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, verify demographic and insurance details, and make updates as required.
  • Proactively support guests, Care Team members, and colleagues by providing information, guidance, and exceptional hospitality.
  • Guide guests in registering for the FollowMyHealth (FMH) portal and instruct 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 according to 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 synchronize scheduling efforts and assist guests at the initial point of contact.
  • Document guest requests in the Electronic Health Record (EHR) system.
  • Generate system reports for assigned providers or provider groups.
  • Manage office bump lists, wait lists, standard letters, and overdue orders for assigned providers or provider 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 following established 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.
  • Act as a role model for service excellence by fostering a positive atmosphere at the front desk or call center.
  • Perform front desk and/or call center tasks with a welcoming demeanor and efficiency.
  • Follow appropriate workflow processes.
  • Work collaboratively with team members to deliver an outstanding guest experience.
  • Exhibit attention to detail.
  • Encourage a learning environment among team members.
  • Provide support to other departments as needed.
  • Stay informed on all departmental policies and procedures, adhering to Springfield Clinic's Code of Conduct and Ethics Standards.
  • Demonstrate a commitment to getting the job done and supporting team objectives.
  • Comply with the incident reporting policy and procedures.
  • Follow all OSHA and Springfield Clinic training requirements as mandated by policy.
  • Deliver exceptional customer service while adhering to Springfield Clinic's Code of Conduct and Ethics Standards.
  • Perform additional duties as assigned.

Education and 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 relationships with associates, guests, and their families.
  • Actively listen, empathize, and address both expressed and unexpressed needs of Springfield Clinic 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 for innovation and improvement in the Springfield 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.
  • Approach 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

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