Patient Access Team Leader

PATIENT ACCESS ASSOCIATE PRIMARY FUNCTION

PRINCIPLE DUTIES

1. Offers each visitor to the organization an exemplary service experience.
2. Greets all patients and visitors promptly and pleasantly. Explains policies to patients and distributes patient information sheets when appropriate.
3. Manages telephone traffic into clinic by maintaining responsibility for answering incoming calls within two rings using proper greeting and name.
   1. Screens calls for physicians
   2. Assists clients needing minimal assistance
   3. Transfers calls to other staff as necessary.
4. Responds to patient requests for appointments scheduling the patient appointments at convenience of patient;
   1. According to reason provided and in accordance with scheduling guidelines.
   2. Offers appointments with the Primary Care Provider when possible.
   3. Ensures enough time is allotted for special procedures or lengthy exams.
5. Maintains complete understanding of scheduling guidelines
   1. Updates and/or verifies all demographic information at every patient interaction
      • Patient Name
      • Birthdate
6. Check in
   • Address & Phone Number Including Guarantor Address & Phone Number
   • Insurance Information
   • Preferred Primary Care Provider
   • Preferred Pharmacy
   • Scan insurance information at EVERY visit.
7. Collects patient insurance
   1. Scans copy of all new insurance information into patients cart
   2. Validates insurance effective dates and policy numbers at initial visit
   3. Verifies continued coverage at subsequent visits.
8. Follows guidelines for patient workflow
   1. Promptly updates Tags patients as arrived or ready for service.
   2. Notifies clinical support staff that patient is ready for intake.
   3. Monitors waiting room to ensure timely flow of patients and maintains area for optimal customer experience.
9. Collects patient payments
   1. Informs all patients of the sliding fee program.
   2. Enforces established financial policies
   3. Refers patients to Financial Counselor as appropriate.
   4. In absence of Financial Counselor initiates patient qualification for the sliding fee program.
10. Completes check-out procedures
    1. Completes follow up orders entered by provider.
    2. Provides documentation (school/work excuse release of information etc.) to patient as directed by provider.
11. Completes end-of-day reconciliation and nightly deposit.
12. Follow up on no show patients according to procedure and informs physician when follow-up contact is not successful.
13. Completes the documentation of patient reminder calls on a daily basis.
14. Contacts patients on follow-up or recall list to schedule needed appointments with providers.
15. Employees are responsible are for maintaining a thorough understanding of their role in the following protocols and as protocols are updated periodically employees are expected to remain current on any updates.

• Recall plans
• Reminder calls
• DNKA-/No Show Appointments
• Sliding fee Process
• Updating Patients Insurance Information
• Updating Patient Registration
• Scheduling Guidelines
• Canceling or Rescheduling an Appointment
• Same Day Appointment Scheduling
• Answering Telephone Call
• Patient Right to Confidential Communications

1. Assists with other duties or in other departments as instructed by supervisor.
2. Acknowledges that White House Clinics strive to be a patient-centered medical home and as such prescribe to team-based delivery of primary care services. Recognizes that the completion of the above listed duties illustrates the employees role in aforementioned team-based care and accepts responsibility for being an active member of the team including identification of quality improvement opportunities.