Bilingual-Patient Access Representative

Bilingual:
Required

Epic

Experience:

Preferred

Call Center

Experience:

Preferred

This position works in our Patient Access Center in Wilmington. This is an in-person patient facing role. Ideal candidates should possess the ability to handle a multiline high volume call queue, schedule patients, and perform insurance eligibility verification.

Schedule:
Monday - Friday; a mix of 8am-4:30pm & 10:30am-7pm (later shift includes shift differential pay).

Under the direct supervision of the Patient Access Manager, the Patient Access Representative is responsible for providing high quality telephone contact and assistance for clients regarding Planned Parenthood of Delaware (PPDE) services, test results, payment options, hours, locations and other inquiries. The focus is on outstanding client satisfaction while maintaining or exceeding PPDE productivity and customer service standards.

1. All duties and responsibilities are performed in a professional and customer service oriented manner in compliance with PPDE’s Manual of Medical Standards and Guidelines, PPDE policies and procedures, and State and Federal regulatory requirements. Demonstrate proficiency in use of telephone system and insurance verification processes.

2. Answer phones for multiple sites in a timely, consistent, customer-friendly manner, responding to client request's and inquiries. Manage high volume of calls on a daily basis and prioritize any required follow-though.

3. Respond to callers’ basic questions and resolve issues using agency resources in accordance with PPDE protocol. Transfer calls to appropriate staff and/or departments as well as take messages as indicated by protocol.

4. Schedule appointments according to PPDE protocol and demonstrate knowledge of PPDE protocols and services in order to provide basic assessment for the purpose of scheduling visits.

5. Collect insurance information as appropriate, and ensure patients are aware of estimated financial responsibility at the time of scheduling.

6. Responsible for the timely verification and authorization of insurance for patients by phone or online. Resolves any issues with coverage and escalates complicated issues to a supervisor.

7. Clearly documents benefit information in Next Gen and communicates this information to health center staff.

8. Provides accurate financial counseling for patients regarding their estimated cost of services before the patient arrives for her appointment.

9. Instruct clients on all information/documents that are needed to be brought to their appointment.

10. Respond effectively and appropriately to difficult or angry callers in accordance with PPDE protocol.

11. Perform data entry into the practice management system, for patient demographic information, fee assessment, insurance/pharmacy information and visit information as appropriate.

12. Work as part of medical services team to meet established productivity standards for patient numbers, quality and customer service. Meet productivity standards specific to call center.

13. Assist in identifying issues and trends and make recommendations to help improve overall customer service experience.

14. Participate in training sessions, including computer-assisted learning, as required.

15. Abide by the mission of PPDE.

16. Perform additional duties as assigned.

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/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High School diploma or equivalency required. Medical…