Patient Access Specialist I

Department:  Patient Access

Position:  Patient Access Specialist I

Employee Category:  Non-Exempt

Reporting Relationship:  Patient Access Manager

Character Qualities:

• Attentiveness-Showing the worth of a person or task by giving my undivided concentration.
• Discernment- Understanding the deeper reason why things happen.
• Resourcefulness- Making wise use of what others might overlook or disregard.
• Responsibility- Knowing and doing what is expected of me.

Summary of Duties and Responsibilities:

Perform duties, under direction of Patient Access Manager, in scheduling and providing assistance to patients to access Variety Care services throughout all clinics. Provides excellent customer service, answers telephones in a timely fashion, facilitates appointments, and uses telephone encounters using (eClinical system) to communicate to patient care team members on key actions/requests. Ensures patients are scheduled appropriately, following operational and clinical guidelines. Ensures caller needs are addressed and provides information needed to ensure overall satisfaction with experience.

Primary Duties and Responsibilities: 

1. Provides customer service excellence and appropriate telephone etiquette with all callers to ensure timely and appropriate access for all Variety Care sites.
2. Schedules patients by following Patient Access protocol and guidelines.
3. Follows EcW “best practice” documentation standards on all telephone encounters.
4. Meets /Exceeds Patient Access Specialist Secondary Performance goal.
5. Meets level 1 audit expectations and goals.
6. Attends job related trainings or seminars.
7. Answers inbound calls, schedules appointments, and verifies insurance coverage.
8. Obtains accurate and required information/documentation from patient at time of call.
9. Provides information to Variety Care patients and new patients about Variety Care services and locations. Able to answer questions on Variety Care services.
10. Updates information and makes changes as necessary in the office software (eClinical).
11. Conducts patient’s satisfaction surveys.
12. Troubleshoots day to day work related issues and provide feedback to Supervisor.
13. Follows HIPAA guidelines and OCHS Privacy policy and procedure.
14. Assures that office equipment is in good working order.  Notifies appropriate staff member if problems arise.
15. Able to handle patient/specialty complaints and seeks out manager assistance when needed. 
16. Supports Variety Care’s accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable.  Provide leadership and work with all staff to achieve the goals of the “Triple Aim” of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs.
17. Embodies the strength of personal character.  Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment.  Must be a leader in the department and community. Result-oriented problem solver who is responsible and accountable.
18. Performs Other duties as assigned.

Requirements, Special Skills or Knowledge:

1. High School Diploma or GED.
2. Experience working with the public.
3. Experience in data entry.
4. Intermediate keyboarding and computer knowledge.
5. Able to communicate with patients and staff.
6. Trustworthy handling confidential information.
7. Organizational skills, and experience prioritizing work.
8. Experience working an active work environment with patients and staff.
9. Experience working with difficult patients from time to time.
10. Experience with problem solving and critical thinking skills.
11. Customer Service skills and team attitude.

Preferred Requirements, Special Skills or Knowledge:

1. Bilingual (Spanish/English).
2. Background knowledge of a medical environment.
3. Understands medical terminology.

ADA Requirements: 

1. Must be able to lift 25 pounds.
2. Able to sit for long periods of time