Patient Access Representative

Overview
This position performs a variety of services related to Patient Access Center (Contact Center) administration in a family planning, sexual and reproductive health healthcare environment with a focus on patient care, primarily answering phone calls and online requests to make appointments, addressing questions, and offering service referrals as needed. With a focus on patient care, this position also prepares "Good Faith Estimates" to uninsured or self-pay patients and is responsible for patient data input and other clerical functions. Supports the organization's strategic plan and workplace inclusion initiatives. Ensures productivity expectations, customer service and compliance standards are maintained. Abides by the organization's mission in performing job duties. Demonstrates an understanding and commitment to PPGT's culture of quality, safety and risk awareness.

Responsibilities

• Answers high volume of calls and schedules appointments in appointment database system.

• Processes on-line appointment requests and schedules appointments in database system.

• Triages calls to the appropriate team members as needed.

• Provides information about all services offered at Planned Parenthood of Greater Texas (PPGT).

• Provides directions to the health center, hours of operation, services offered, prices and referrals to outside providers for services not offered.

€¢ Receives, Manages And Directs Calls From Patients For All Agency Reproductive Healthcare Services And Programs In Accordance With Call Management Protocols Including But Not Limited To

• Completes full registration for all new patients and insurance verifications if applicable.
• Reviews and updates patient demographics, eligibility, authorization, and appointment time and location.
• Routes calls to appropriate department or health center for assistance as appropriate.
• Provides assistance to patients regarding appointment time, directions, health center hours, etc.
• Places reminder phone calls for scheduled appointments.

• Creates and provides accurate financial quotes and estimates to patients through the designated Electronic Health Record (EHR) system.

• Reviews patients' financial status information in the EHR system and confirms fee information.

• Maintains a sensitive and warm demeanor with callers.

• Responds, screens and forwards non-patient calls to the appropriate departments.

• Notifies appropriate personnel when issues or problems arise per PPGT protocols.

• Supports the team and organizational decisions, displays a positive attitude and professional demeanor.

• Maintains patient confidentiality and follows all policy and privacy requirements as required to ensure that patient records are secure.

• Communicates requests and responds accurately using the appropriate procedures for contacting health center administration and staff.

• Maintains thorough knowledge and understanding of the entire organization and the programs and services available to be able to direct calls correctly and appropriately.

• May train less experienced Patient Access Representatives in job functions/duties/protocols.

• Responds to messages correctly and promptly.Â

• Understands funding sources and discuss with patients as appropriate.

• Refers more complex call requests to supervisor or designee.

• Assists with the daily operations and efficiency of the Patient Access Center and works cooperatively with others to achieve productivity standards and exceptional customer service.

• Notifies appropriate personnel when issues or problems arise.

• Provides accurate, non-directive information to callers and patients including information about all Food & Drug Administration (FDA) approved birth control methods, risks, side effects, infections, test for Sexually Transmitted Infections (STI's), and benefits of each method, including abstinence. Provides all information needed for patient to be prepared for their visit to the health center.Â

• Maintains thorough knowledge and understanding of the agency and all health care services and programs in order to answer questions and direct calls correctly and appropriately.

• Takes messages that are complete, detailed, concise, spelled correctly and utilizes correct medical terminology.Â

• May be responsible for responding, via email, to appointment requests made through Planned Parenthood's website.

• Creates a positive first impression with callers by providing professional, efficient and caring service.Â

• Follows affiliate protocols, policies and procedures and any center-specific policies and procedures.Â

• Participates as a member of a team providing confidential, quality patient services, allowing patients to maintain a sense of dignity, trust and safety.

• Has unrestricted access to patient protected health information (PHI) on paper and electronic forms health records for purposes of treatment, payment, and/or healthcare operations. The use of a patient's protected health information should be limited to information needed for the specific task that is being performed or requested by the individual patient. Disclosure of any patient information must be for purposes of treatment, payment or healthcare operation OR must be accompanied by a valid patient authorization. Must adhere to minimum necessary rule.Â

• Embraces the organization's 'In This Together' customer service standards and uses them with internal and external customers, every person, every time.

• Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

Qualifications
H/S Diploma or equivalent + 6 months of experience in any of the following: call center, medical billing, medical front office, medical assistant, or customer service. Experience scheduling patients using an automated patient management system in a healthcare environment desired.

Essential Physical Requirements/Working Conditions
Must be able to work primarily with fingers such as picking, pinching, or typing. Must be able to communicate effectively. Will have substantial movements of the wrists, hands, and/or fingers. Must be able to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects. Office/sedentary environment.

Required Knowledge, Skills, And Abilities

• Must be able to work the organization's hours of operation or as required.

• Fluency in Spanish/English may be required (if a job requirement it is documented in your employee records).

• Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.

• Ability to work effectively as a team member.

• Ability to manage details, handle a variety of tasks simultaneously and work under pressure.

• Ability to effectively use organization's computer systems.Â

• Be discreet and safeguard confidential information.

• Possess integrity and compliance – can be relied upon to act ethically.

• Ability to provide effective, equitable, understandable, and respectful quality care and services that are responsive to the diverse cultural health beliefs and practices, preferred language, health literacy and other communication needs.

• Affiliate Knowledge: Understands the mission and structure of the affiliate and exhibits organization's core values.

• Work Management: Effectively manages time as a resource.

• Recovery Skills: Responds effectively and acknowledges responsibilities when clients (internal or external) experience problems or mistakes; rectifies the situation to restore client satisfaction; seeks information and collaborates with others to take action to implement permanent fixes. Maintains stable performance and emotions when faced with opposition, pressure, and or stressful conditions.

• Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others' concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one's own response.

• Building Relationships: Shows genuine interest in others' needs and opinions; establishes rapport; earns the confidence and trust of others; demonstrates consistency between words and actions; delivers on commitments.

• Communication: Speaks and presents effectively in individual or group situations, including appropriate nonverbal communication. Expresses ideas in a clear, thorough and concise manner. Actively listens to what others say. Writes using good grammatical form and appropriate style. Expresses ideas in a clear, thorough and concise manner.

• Coping with Demands of the Position: Uses effective problem solving while working under stress, high volume of work demands and/or time demands; regularly meets deadlines.

• Exemplify the organization's values: We Tend to the Team; We Respect and Honor All People; We Jump In; We Try and We Learn; We Care for our Business; and We Return to our Mission.

Agency Standards
Must have excellent computer skills with knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet. Must have the willingness and ability to adapt to change including advances or new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.Â

Other
PPGT is an equal opportunity employer. We strictly prohibit unlawful discrimination of any kind, including discrimination on the basis of age; race, color, ancestry, national origin, or ethnicity; citizenship status; sex or gender; gender identity or gender expression or transgender status (including the individual's actual or perceived sex and the individual's gender identity, self-image, appearance, behavior, or expression); sexual orientation (including actual or perceived heterosexuality, homosexuality, bisexuality and asexuality); mental or physical disability; AIDS, AIDS Related Complex, or HIV status; perception of risk of HIV infection; or association with individuals who are believed to be at risk; religion or creed; genetic information; pregnancy status, including related medical conditions; marital status; past, current, or prospective service in the uniformed services; or any other basis protected by law. We are a drug-free and tobacco-free workplace.

Applicants have rights under the Federal Employment Laws. To view these notices, please click on the following links: Family and Medical Leave Act (FMLA) poster: Equal Employment Opportunity (EEO) poster; and Employee Polygraph Protection Act (EPPA) poster.