Guest Services Liaison

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 vital resource within the organization, ensuring a welcoming atmosphere for all visitors and their families during phone interactions and upon arrival. This role is essential in delivering the Springfield Clinic signature experience, characterized by a commitment to service excellence. The PAS is responsible for liaising with various departments and Care Teams to facilitate seamless guest flow and maintain high standards of data accuracy. Key duties include managing the daily schedule for a team of healthcare providers by handling phone inquiries, obtaining medical records, verifying patient details, scheduling appointments, processing charges, and collecting payments.

Success in this role is driven by a focus on enhancing operational efficiency and improving the overall customer experience at Springfield Clinic.

Job Relationships

Reports directly to the Operations Manager.

Principal Responsibilities

  • Handle incoming calls, assess the caller's needs, 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 colleagues by providing information, guidance, and exceptional hospitality.
  • Guide guests in enrolling in the FollowMyHealth (FMH) portal and provide education on its usage.
  • Collect patient payments and issue accurate receipts. Reconcile receipts with cash collected and complete necessary balancing documentation according to 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 system reports for assigned providers or provider groups.
  • Manage office bump lists, wait lists, routine correspondence, 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 in accordance with established emergency protocols.
  • Strive 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.
  • Perform front desk and/or call center duties 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.
  • Support other departments as required.
  • Stay informed on all departmental policies and procedures, adhering to Springfield Clinic's Code of Conduct and Ethics Standards.
  • Demonstrate a willingness to assist and support the team in achieving departmental goals and objectives.
  • Comply with the Springfield Clinic incident reporting policy and procedures.
  • Follow all OSHA and Springfield Clinic training requirements as mandated by policy.
  • Provide exemplary customer service while adhering to Springfield 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 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, their families, and team members.
  • Possess effective, proficient, and professional verbal and written communication skills, with the ability to adapt communication style to diverse audiences.
  • Ability to multitask effectively under pressure while maintaining accuracy in a fast-paced environment.
  • Consistent attendance record.
  • Demonstrates intermediate computer skills and familiarity with various software programs.
  • Treat 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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