Summary
The Patient Access Specialist works under the direction of the Patient Access
Manager. The PAS is responsible for ensuring internal and external clients are
provided with exceptional customer service. The PAS is responsible for ensuring
inbound and outbound calls are handled appropriately and within established
Patient Access Center protocols. Duties include, but are not limited to registering
patients, determining and verifying patient program/insurance eligibility
requirements, scheduling patient appointments, scanning/inputting and updating
required patient information in the electronic health record or other systems,
confirming appointments, assisting patients with provider changes and performing
other duties as assigned.
Essential Job Duties And Responsibilities
- Supports and implements the organization's vision, mission and value.
- Determines priorities and method of completing daily workload to ensure
that all responsibilities are carried out in a timely manner.
- Performs all job functions in a professional and courteous manner. This
includes answering all general phone calls timely. Provide excellent
customer service to internal and external customers by being responsive
to all inquiries in a timely manner.
- Fosters and promotes a culture of service excellence and accountability.
- Has the ability to understand the importance of good patient relations and
excellent customer service. Assures timeliness of service and always
maintains patient confidentially.
- Answers telephone calls timely, courteously, and professionally.
Demonstrates knowledge of telephone decision-making guide. Displays
the ability to utilize the computer system to obtain requested information,
update demographic files and/or make, cancel, and reschedule
appointments. Provides appointments and information, forward calls when
appropriate, and takes detailed messages when required. Completes and
submits departmental requests for information and reports.
- Demonstrates the ability to identify the patient's account via date of birth
or name search, create accounts (temporary) for new patient
appointments, verifies and updates demographic information.
Understands and follows eligibility requirements and verification processes
for programs available in the organization.
- Demonstrates knowledge of health center locations, types of services
offered, providers schedules, and hours of operation. Provides patients with
overview of comprehensive services offered at health centers, to promote
Patient Centered Medical Home model.
- Works with health center staff to box and prepare paper medical records
for destruction or removal and transport to records storage area.
- Assists with ensuring providers schedule/appointment thresholds are
being met to maximize provider's productivity/visits.
- Performs outreach efforts to support health center activities. May be
assigned to various patient population recall reports such as Enrollment,
HEDIS and preventative measures reports.
- Identifies patients that may need enrollment assistance and/or not
meeting HEDIS/preventative measures and ensures an appointment is
scheduled with the appropriate services.
- Complies with organizational policies and procedures.
- Performs all other duties and projects as assigned.
- Performs all other duties as assigned.
Qualifications, Skills & Abilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High School degree or GED equivalency required.
- Minimum of three year of direct customer service work experience, required.
- Excellent telephone and interpersonal communication skills required.
- Six months recent experience with medical front desk, preferred.
- Knowledge of medical terminology, preferred.
- Medical Office experience preferred.
- Experience with electronic health records and practice management systems
preferred.
- Flexibility to work at any/all of Gracelight's locations.
