Patient Access Representative

JOB SUMMARY: The Patient Access Scheduler will be responsible for assuring that patients and potential patients are scheduled to receive services using the tools and guidelines provided. In addition the Patient Access Scheduler will provide excellent customer service at all times when communication with patients. The Patient Access Scheduler will be responsible for the management and efficiency of all schedules; working closely with clinical staff and other departments within the healthcare center assuring that appointments are appropriately scheduled in a timely manner in regards to the patients needs. The Patient Access Scheduler will lead the organization in building trust, comfort and rapport with clients and potential clients.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Available for incoming calls at all times.

2. Answering calls in a prompt, courteous and professional manner.

3. Managing the calls and redirecting the conversations for optimum outcomes.

4. Manage provider(s) schedules to ensure that the all appointments are aligned with the scheduling guidelines.

5. Ensures patient demographics and insurance(s) are entered, verified & updated as needed.

6. Provides information to callers, in accordance with the clinics Policies and Procedures.

7. Communicates patient messages to clinical staff via phone note or in person for special circumstances.

8. Initiating outgoing calls to patients rescheduling missed appointments and securing new patients.

9. Working with other departments and program coordinators to increase patient count and productivity.

10. Meeting call metrics as assigned.

11. Complete reports as assigned.

12. Participate in projects and meetings, and complete other tasks assigned by management.

SKILLS AND EXPERIENCE:

1. One year of work experience in a medical setting, or three years of customer service/receptionist experience perferred.

2. Must have excellent customer service skills demonstrating Strong verbal, written and communication skill along with active listening skills.

3. Comfortable working in a fast-paced environment handling more than 50 calls per day.

4. Must have a strong work ethic and the ability to handle a variety of tasks.

5. Demonstrates initiative and works cooperatively to identify and implement quality improvements.
   Job Description Aug 2019

6. Demonstrates teamwork and respect for fellow staff, team members, patients, and community partners.

7. Exercises problem-solving and conflict resolution skills when handling patient or staff complaints.

8. Cultural sensitivity and demonstrated ability to work with diverse groups of people.

9. Highly professional, personable and must share the organizations mission to patient care.

10. Familiarity with office machines, such as computers, faxes, photocopiers.

11. Knowledge of basic math, billing and insurance principals.

12. Must be flexible to grow with the organization as well as the ability and willingness work alternative shifts and/ or weekends and travel to multiple locations as needed.

13. Practices confidentiality and privacy protocols in accordance with clinic and HIPAA regulations.

EDUCATION/LICENSURE/CERTIFICATION QUALIFICATIONS:

MINIMUM JOB REQUIREMENTS/EDUCATION

• High school diploma or GED certificate
• Typing ability required.
• Bilingual in Spanish required