Patient Access Specialist - Call Center
Patient Access Specialist - Call Center
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Job Description
Job Details
Description
Primary Objective
The Patient Access Specialist provides exceptional customer service to CEENTA patients and referring providers through effective telephonic and virtual communication.
Essential Functions
The essential functions for the position include:
- Collect enter and verify patient demographic and insurance information in the electronic health records (EHR) system
- Schedule/Reschedule/Cancel patient appointments in the EHR system
- Act as a liaison between patients and CEENTA providers by documenting and appropriately routing patient triage requests in the EHR system
- Address patient issues and complaints directly or forward the matter to the appropriate Practice Manager or Compliance Officer
- Operate a multiline telephone system
- Collect patient prepayments and balances
- Demonstrate predictable reliable and prompt attendance
- Demonstrate compliance with the Employers policies and procedures including work rules and emergency action plans
- Ability to handle a stressful environment
- Ability to work as a team and effectively communicate in a respectful manner with coworkers and patients
- Ability to learn quickly focus and give attention to detail.
- Position will be eligible to work from home after successful completion of six months on site and meeting required productivity metrics
Core Competencies
- Customer Service The Patient Access Specialist is often the first contact a patient has with CEENTA and must therefore demonstrate exemplary customer service to ensure a positive patient experience. This includes engaging patients being receptive and responsive to their needs and appropriately addressing any patient questions or concerns.
- Effective Communication The Patient Access Specialist must communicate effectively and respectfully with patients and clinic staff in person via phone via email and via EHR system messaging. They should be able to listen effectively and express themselves in a clear and articulate manner.
- Information Collection & Management The Patient Access Specialist must be able to collect organize and monitor data accurately and efficiently. This data includes Protected Health Information (PHI) which must be handled in compliance with the Health Insurance Portability & Accountability Act (HIPAA).
- MultiTasking & Adaptability The Patient Access Specialist must be able to multitask and adjust their approach to meet changing demands and stressful situations while simultaneously addressing patient needs.
- Personal & Professional Ethics The Patient Access Specialist must have integrity and honesty. Adherence to professional ethics as delineated by CEENTA and federal regulations (e.g. HIPAA) is required.
Accountability
Our mission is to be the premier eye ear nose and throat group providing comprehensive quality and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates P.A.
Supervisory Responsibilities
The Patient Access Specialist reports to the Manager Patient Access.
This position has no supervisory responsibilities.
Qualifications
Education and Experience
High school diploma or equivalent required. Minimum of one year related work history and Epic EHR experience preferred.
Work Environment
The Patient Access Specialist functions in a corporate call center. This role routinely uses standard office equipment such as computers phones photocopiers and fax machines. The call center can be loud and distracting at times so the ability to focus and stay on task is of paramount importance.
Position Type and Expected Hours of Work
This is a fulltime position with hours dependent upon call volume MondaysFridays.
Physical and Mental Requirements
Physical Demands:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- This is a largely sedentary role in which the employee is regularly required to sit talk or hear.
Travel
No travel is expected for this position.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. In addition to those essential functions identified above individuals in this position are also responsible for performing other duties or tasks that may be assigned. CEENTA retains the discretion to add or change the essential job functions of this position at any time without notice.
A Typical Day in the Position
As a Patient Access Specialist in the call center you will answer an average of 115 125 incoming calls per day to address patient needs such as scheduling rescheduling or canceling appointments relaying messages to providers and their staff and answering general patient questions. Generally the Patient Access Specialist is the first point of contact for patients of CEENTA so it is imperative that they greet each caller with a pleasant tone and polite disposition.
Required Experience:
Unclear Seniority
Employment Type
Unclear
