Patient Access Representative
1 month ago
The Patient Access Representative serves as the first point of contact between external clients and Planned Parenthood League of Massachusetts. This role provides excellent customer service and responds to patient needs using good judgment, a caring attitude, and accurate documentation.
Key Responsibilities- Welcome patients, guests, and escorts into the health center as the first point of contact.
- Follow HIPAA guidelines and maintain professional confidentiality of all patient health information.
- Check-in and check-out patients for their visits while performing verification, accuracy, and eligibility of insurance and other revenue cycle functions as needed.
- Maintain presentation in waiting area and be accessible for patient, visitor, and escort questions in the waiting area.
- Process refill requests and/or handle sales of contraceptive supplies.
- Cash handling and batch reconciliation each day.
- Document in electronic health record.
- Respond to intraoffice telephone calls, portal messages, and in-person questions.
- Assist in onboarding training of new staff through observations, explanation, and demonstration of tasks.
- Assist colleagues in troubleshooting complex or challenging patient interactions, as able.
- Follow service recovery framework and escalate to managers or clinical staff as appropriate.
- Create and sustain a healthy work environment.
- Respond positively to directives or requests from management team, physicians, clinicians, and nurses to ensure high-quality and efficient patient care.
- Participate in Planned Parenthood's efforts to achieve goals for productivity.
- Obeys all Planned Parenthood policies, procedures, and protocols.
- Process medical record requests.
- Monitor upcoming appointments to ensure appointments are appropriately scheduled.
- Contact patients prior to their appointments as needed.
- High School Diploma/GED required.
- 1 to 3 years of experience preferred.
- Computer experience (especially Microsoft Office Suite) required.
- Previous experience working in a healthcare setting with electronic health records and basic understanding of health insurance preferred.
- Experience in customer service valued.
- Ability to communicate information efficiently and effectively, maintain a pleasant attitude under pressure, and handle detailed work with precision and accuracy.
- Commitment to Planned Parenthood's mission and values by working with people of different races, ethnicities, sexual and gender identities and expressions, ages, abilities, and experiences.
- Commitment to addressing the impact of racism and other oppressions on sexual health.
- Must be available to work assigned shifts including mornings, evenings, and weekends (Saturdays).
- Health, Dental & Vision Insurance.
- Generous paid time off including vacation time, provisions for extended sick time, and 11 paid holidays.
- 403(b) Retirement Plan with 3% company match.
- Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability Insurance.
- Employee Assistance Program.
- Flexible Spending Account for medical expenses and/or dependent care expenses.
- Paid Parental Leave.
- Employee Discounts.
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