Patient Access Representative

Responsible for handling all inbound calls entering the organization through the Call Center.  Provides quality customer service on every call.  Answers phone calls, schedules appointments, probes for proper routing of calls, pre-screens for specialty programs and takes concise messages and distributes to the appropriate health center.  Provides outstanding service while meeting or exceeding Call Center performance standards.  Actively supports and participates in quality improvement to ensure efficiency, accuracy and facilitate patient access to care.

·         Provides quality customer service on every call

·         Probes for proper routing of call; completes call routing to ensure customer reaches intended destination in accordance with policies and procedures

·         Responsible for achieving or exceeding established performance standards

·         Responsible for scheduling appointments in accordance with written protocols

·         Supports PCP continuity in appointment scheduling and scheduling of preventive health appointments

·         Answers phone and communicates with patients/customers as outlined in policies and procedures

·         Probes for all required patient/customer information including demographic, language and appointment needs

·         Responsible for the registration of new and established patients and updating all demographic information in the practice management system

·         Pre-screens for ability to meet financial obligations of visit and checks for eligibility to appropriate special funded programs

·         Communicates financial requirements to patient/customer such as co-pay

·         Takes concise messages and distributes them appropriately to health centers in a timely manner

·         Verify insurance eligibility as allowed

·         Responsible for patient/customer follow-up to include upcoming appointments, rescheduled appointments and resolution of patient/customer inquiries

·         Participates in quality improvement projects

·         Attends and actively participates in required meetings as requested

·         Other duties and projects as assigned

SKILLS:

effective interpersonal and communication skills

excellent telephone etiquette

computer knowledge

excellent customer service

team orientated

type 35 – 40 wpm

ABILITY TO:

have flexibility in schedule to include evenings, weekends and holidays

work well with people

work with computers

work in a busy environment

willingness to travel to other locations for work

The employee must occasionally lift and/or move up to 25-50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to hear over the telephone.  Must be able to reach above the shoulder level, able to bend, squat, sit, and stand.