Call Center Lead

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:
1.
Supports and implements the organizations vision mission and value.
2.
Determines priorities and method of completing daily workload to ensure that all responsibilities are carried out in a timely manner.
3.
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.
4.
Fosters and promotes a culture of service excellence and accountability.
5.
Has the ability to understand the importance of good patient relations and excellent customer service. Assures timeliness of service and always maintains patient confidentially.
6.
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.
7.
Demonstrates the ability to identify the patients 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.
8.
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.
9.
Works with health center staff to box and prepare paper medical records for destruction or removal and transport to records storage area.
10.
Assists with ensuring providers schedule/appointment thresholds are being met to maximize providers productivity/visits.
11.
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.
12.
Identifies patients that may need enrollment assistance and/or not meeting HEDIS/preventative measures and ensures an appointment is scheduled with the appropriate services.
13.
Complies with organizational policies and procedures.
14.
Performs all other duties and projects as assigned.
15.
16.
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.

1. High School degree or GED equivalency required.
2. Minimum of three year of direct customer service work experience required.
3. Excellent telephone and interpersonal communication skills required.
4. Six months recent experience with medical front desk preferred.
5. Knowledge of medical terminology preferred.
6. Medical Office experience preferred.
7. Experience with electronic health records and practice management systems preferred.
8. Flexibility to work at any/all of Gracelights locations.