Patient Access Specialist

** Department:
** Central Scheduling
*
* Location:

** 211 N Eddy Street, South Bend, IN, 46617
*
* Hours:

** Monday-Friday | 8:00 a.m.–5:00 p.m.  At
** The South Bend Clinic**, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.
With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

** Benefits:*
* • Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.  
• Access to a mental health benefit at no cost.  
• Employer provided life and disability insurance.  • $5,250 Tuition Reimbursement per year.  
• Immediate 401(k) match.  
• 40 hours paid volunteer time off.  
• A culture committed to community engagement and social impact.  
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

** RESPONSIBILITIES:
** Demonstrates the attitudes and behaviors of the South Bend Clinic’s Service Standards.
* Ensure that services are provided in accordance with state and federal regulations, accreditation and compliance requirements as set forth in Clinic policies and procedures.
* Maintain reliable attendance and follow all call-in rules for the safety and welfare of our patients.
* Interact with co-workers, staff of other affiliates, patients, members, and visitors in a positive and professional manner and communicate effectively and respectfully.
* Work as a team member helping others to contribute to the overall success of the South Bend Clinic.
* Keeps abreast of current Medicare, Medicaid, Blue Cross, Commercial Insurance third party payer policy changes, trends, technology, and the processes surrounding the applications use.
* Participates in core work groups to recommend and direct process development.
* Possess knowledge of all contact center software, reporting and quality metrics.
* Exhibits computer systems knowledge and proficiency as necessary to perform job functions.
* Demonstrates and consistently inputs accurate insurance and demographics.
* Demonstrates consistent copay collection.
* Supports approved Clinic and Department Goals.
* Helps to support Same Day Referral capture from both the phones and front desk aspects.
* Is a part of the weekend call rotation for possible coverage.
* Assists with coverage of phones/front desk as decided upon by the department manager.
* Quality Assurance
* Accurately report and document call monitoring and auditing results.
* Produce productivity reports for Contact Center leadership with recommendations on coaching and training needs for improvement.
* Establishes registration data standards system wide. Responsible for measuring data quality, creating follow up programs, troubleshooting respective performance problems and implementing system/procedural impacting solutions.
* Monitors the quality/trend by conducting quality monitoring of calls and their respective appointment, message, or refill request.
* Partners with Contact Center leadership to calibrate monitoring process and results.
* Completes monitoring and auditing forms on a weekly, monthly, quarterly, and annually cadence for all phone staff in conjunction with leadership to ensure staff adherence to policy and procedure.
* Provides ongoing reporting and analysis of issues and trends.
* Training and Development
* Designs,…