Patient Access Representative

Position Overview

The position of a Patient Access Representative with the multitask of Call Center and Referrals is an important position to organizational initiative of patient retention. This individual is the first organizational representative with whom a customer interacts. This individual is responsible for delivering high quality customer service at an operationally efficient cost. This individual is responsible for answering the majority of calls to the organization, screening all calls to determine the appropriate person/unit/service for handling.

This individual must be patient focused, exhibit strong customer service skills and at the same time project a professional organizational image through telephone interaction. This individual must follow the HIPAA Privacy and Security regulations, which are mandated by the federal government to protect identified information.

• Answer incoming calls within three (3) rings, adhering to organizational call standards outlined in the Call Center telephone training manual provided in order to ensure service at required service levels.
• Respond to all inquiries in a high professional and courteous manner, communicating information clearly, accurately and completely while providing a high level of personalized customer service.
• Assist in helping caller identify needs and/or concerns in resolving needs or concerns to ensure patient satisfaction and retention.
• Assist in Training of New Staff and provide a Buddy System support.
• Transfer customer calls to appropriate party when unable to provide the information requested utilizing standards set forth in the organizational telephone training for call transfers.
• Search for and enter information into computer, moving between 2 or more open browser screens while conversing on the telephone.
• Usage of appropriate and detail Documentation of all calls when deem necessary. Outline name of callers, date, time, and patient's statement using objectives.
• Field questions from potential and current patients regarding services hours of operation, location of different sites, directions and other organizational specific inquiries.
• Guide caller in reference to PCP Change, other visits or health promotions at MHHC caller or Patient would benefit.
• Conduct outreach preventive care reminder calls to assist patients in managing their healthcare.
• Verify and update patient insurance and demographic information.
• Assist in identifying workflow improvements and/or policy and procedure development to ensure organizational goals are met including department structures.
• Assist with continuity of care in scheduling, cancelling and rescheduling appointments; identify type of appointment needed to accommodate patient such as routine OB/GYN exams, radiology tests, and specialties, in-house and external referrals, etc.
• Prepare and maintain daily reports as required including maintaining Spread Sheets according to the department needs.
• Maintain department Binder up to date with processes, training, policies, and other department educational tools.
• Operate effectively in a team-oriented Call Center environment.
• Provide great customer service evident by professional dress code and respectful communication with patients and co-workers.
• Collect data for regulatory agency reviews and performance improvement purposes.

• Education:
  
  Preferably an Associate Degree. High School Diploma or GED. Experience in dealing with the public: customer service skills a plus.
• Experience:
  
  No less than 2 years of customer service skills. Three c (3) or more years or experience as a Call Center Representative or multiple-position customer center call operator.
• Interpersonal
  
  Skills:
  
  Excellent interpersonal skills. Must be able to communicate with patients in a professional tone of voice. Must be able to interact with coworkers and the professional staff. Must be able to function in a fast-paced environment.
• Language:
  Must be bilingual (fluent in the languages of the patient population we serve);
  Demonstrate effective written and verbal skills.
• Physical & Environmental Requirements:
  The physical demands describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee ‘is required to sit for extended periods at a desk while operating Keyboard and answering calls.
  
  Must have ability to perform repetitive motion (keyboarding and note taking). Extended periods of headset use are required. The employee must occasionally lift and/or move up to ten (10) pounds. Specific vision abilities required by this job include close vision and long periods of viewing a computer screen.