Patient Access Call Center Specialist

Who We Are
JPS Health Network is a $950 million, tax-supported healthcare system in North Texas. Licensed for 582 beds, the network features over 25 locations across Tarrant County, with John Peter Smith Hospital a Level I Trauma Center, Tarrant County's only psychiatric emergency center, and the largest hospital-based family medical residency program in the nation. The health network employs more than 7,200 people.

Acclaim Multispecialty Group is the medical practice group featuring over 300 providers serving JPS Health Network. Specialties range from primary care to general surgery and trauma. The Acclaim Multispecialty Group formed around a common set of incentives and expectations supporting the operational, financial, and clinical performance

outcomes of the network. Our goal is to provide high quality, compassionate clinical care for every patient, every time.

Why JPS?
We're More Than a Hospital. We're 7,200 Of The Most Dedicated People You Could Ever Meet. Our Goal Is To Make Sure The People Of Our Community Get The Care They Need And Deserve. As Community Stewards, We Abide By Three Rules Of The Road

• Own it. Everyone who wears the JPS badge contributes to our journey to excellence.
• Seek joy. Every day, every shift, we celebrate our patients, smile, and emphasize positivity.
• Don't be a jerk. Everyone is treated with courtesy and respect. Smiling, laughter, compassion - key components of our everyday experience at JPS.

When working here, you're surrounded by passion, diversity, and dedication. We look forward to meeting you

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Job Title
Patient Access Call Center Specialist

Requisition Number
req26504

Employment Type
Full Time

Division
Community Health

Compensation Type
Hourly

Job Category
Support Services

Hours Worked
Varies

Location:
John Peter Smith Hospital

Shift Worked
Various/Rotating Shift

Job Description
Job Summary:
The Patient Access Call Center Specialist - ARC is responsible for inbound/outbound calls of appointment scheduling, specified elements of pre-registration, registration, and referrals management to ensure patient care is expedited and reimbursement is maximized for multiple clinic sites and the Access Resource Center, and payment collections where appropriate.

Essential Job Functions & Accountabilities

• Delivers a high-quality patient experience through inbound and outbound call resolution within established protocols.
• Appropriately mitigates issues and assists patients with needs and /or questions in a timely manner using Acknowledge, Introduce, Duration, Explanation and Thank You (AIDET) principles.
• Interviews and updates the patient's demographics, and insurance, by phone in a respectful, professional, accurate and efficient manner, obtaining all necessary demographic, financial and clinical information required to facilitate timely scheduling and registration; collects payments where appropriate and performs elements of pre-registration.
• Coordinates and schedules appointments, selects appropriate referral, provider, visit type and location to expedite patient access to care, to minimize "no shows" and maximize reimbursement.
• Accurately identifies patient and registers JPS patients while maintaining regulatory and functional knowledge of all information required to register patient types in database ensuring timely and accurate reporting/billing.
• Provides awareness as needed related to notice of privacy practices, patient rights and responsibilities, MyChart enrollment, etc.
• Collects patient owed cost sharing amounts (copays, deductibles, coinsurance, full costs [non-covered/self-pay]) in accordance with ARC Standard Operating Procedures. Reconciles case drawer at end of shift.
• Utilizes critical thinking skills to determine if escalation is required to resolve individual patient situations and help identify trends requiring management intervention. Takes ownership and accountability to ensure issues presented on the call are handled effectively.
• Maintains, coordinates and provides high level scheduling support for the Network utilizing the template format designed for each service area/physician and ensures referrals, pre-authorizations, pre-certifications have been accurately obtained as required by the patient's payer.
• Coordinates diagnostic and ancillary scheduling; schedules appointments, selecting appropriate referral, provider, visit type and location to expedite patient access to care.
• Performs, organizes, and streamlines operational tasks to reduce the potential for errors.
• Assists Out of Network patients with financial questions and escalates to the appropriate party.
• Provides information regarding services and provides additional assistance as needed.
• Identifies existing Medical Record Number (MRN) or creates new MRN, taking care to avoid duplicates and overlays in accordance with National Patient Safety Goals.
• Maintains productivity levels, with minimal errors, as established by department and Network standards.
• Provides the highest level of care to our patients by complying with JPS Health Network's attendance and punctuality procedure. May be required to work beyond normal scheduled shifts.
• Attends all mandatory educational, compliance and safety program sessions.
• Assists in staff training of peers, colleagues and management as applicable or requested.
• Job description is not an all-inclusive list of duties and may be subject to change with or without notice. Staff are expected to perform other duties as assigned.

Qualifications
Required Qualifications:

• High School Diploma, GED, or equivalent.
• 1 plus years of practical experience with computer programs and/or applications.
• Required to pass assigned training knowledge and application exit exam within 30 days of hire.

Preferred Qualifications:

• Associates degree in a related field of study from an accredited college or university.
• Patient registration or Customer Service and call center experience.
• Experience working in a healthcare setting.

Location Address:

1500 S. Main Street

Fort Worth, Texas, 76104

United States