Patient Access Representative II

Summary

National Jewish Health is seeking a Patient Access Representative II to provide excellent customer service by coordinating patient appointments and supporting access to care. This role focuses on assisting patients over the phone, collecting and updating information, and ensuring a smooth scheduling experience. No prior healthcare experience is required, making this an excellent opportunity for individuals with strong communication and service skills to start or grow a career in health care.

• Assist patients with scheduling appointments and answering questions with professionalism and care.
• Collect and update patient demographic, insurance, and scheduling information accurately.
• Verify insurance eligibility, obtain referrals or authorizations, and connect patients with financial counseling when needed.
• Support physicians and clinical staff by managing schedules and resolving appointment issues.

To schedule patient appointments for physician and ancillary services. To accurately collect all necessary patient demographic and insurance information. To maintain communications with both patients and clinical staff regarding scheduling issues.

• Provides excellent customer service to patients, co‑workers, physicians and clinical staff. Greets customers on the telephone, assesses needs and provides information and/or service requested. Directs patient calls to appropriate departments.
• Collects all necessary patient demographic, insurance and clinical information and updates changes when needed.
• Schedules new patient appointments using symptoms and clinical information collected. Determines which physician and/or clinic can best serve the patient. Schedules patient appointments for physician and ancillary services in a timely and accurate manner. Accurately updates and maintains patient wait list.
• Ensures that patient’s insurance allows them to be seen with scheduled physician at National Jewish.
• Refers patients to financial counseling if necessary.
• Ensures referrals for services are obtained. Communicates with utilization management if necessary to ensure that services are authorized prior to the scheduled appointment. Accurately updates and maintains waitlist.
• Reads, comprehends, and completes clinical orders in the EMR in a timely and accurate manner.
• Notifies admissions department of need for direct patient contact and follow up.
• Communicates with clinicians to ensure that patient appointments are accurately ordered and scheduled. Manages physician schedules as assigned to ensure that schedules are full and accurate.
• Maintains communications with patients to keep them apprised of the status of their appointments. Acts as a problem solver with patients, clinicians and departments to ensure that scheduling is performed with the highest level of customer service. Monitors all aspects of individual patient schedules for continuity of appointments and appropriate prerequisite appointments.
• Self‑reviews scheduled appointments to ensure account is correctly set up. Serves as a backup for other personnel in the Adult Administrative Services Department.
• Maintains appropriate level of knowledge regarding NJH clinical operations, insurance procedures, and clinical terminology and coding practices. Maintains appropriate level of expertise with the Registration and Scheduling systems.

• Accountability:
  Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
• Business Acumen:
  Using economic, financial, market, and industry data to understand and improve business results; using one’s understanding of major business functions, industry trends, and own organization’s position to contribute to effective business strategies and tactics.
• Collaboration/Teamwork:
  Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains…