Patient Access Coordinator

JOB SUMMARY:

The Patient Access Coordinator (PAC) is responsible for handling incoming phone calls, scheduling appointments, assessing patient needs and relaying patient messages to care teams, patient registration, outgoing patient communication, and other related tasks. While each PAC will be assigned regular daily tasks, each person functioning in this role will be cross-trained to serve in any of the roles in Patient Access.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

Phone Calls

· Promptly, accurately, professionally, and courteously receive 100% of all telephone calls.

· Promptly, accurately, professionally, and courteously assess 100% of received calls/inquiries and direct and/or record and relay messages. Answer telephones, screen, document, and route calls to appropriate destination.

· Adept at using all features of the telephone system and voice mail.

Scheduling Appointments

· Schedule appointments according to scheduling protocols.

· Coordinate patient appointments in an effort to maximize visits per day and optimize patient flow.

· Schedule appointments per provider request through the Athena tickler.

· Contact patients to remind of and confirm appointments, complete pre-registration tasks, and gather updated insurance information.

· Notify patients of the sliding fee discount program and other available patient assistance programs.

Access to Care, Patient Experience

· Greet callers in a prompt, courteous, and helpful manner.

· Contact referred patients and/or patients due for services and schedule appointments. Manage assigned referral inboxes in the electronic health record.

· Assist patients and providers with telemedicine and digital check-in logistics.

· Contact no-shows and reschedule.

General Duties

· Participate in a team-based model of care that promotes coordination of care for our patients. Care is patient-centered and follows evidence-based guidelines.

Patient Flow

· Identify patients with acute needs and immediately notify Nurse Triage and/or Patient Access Supervisor of the concern.

· Monitor and optimize provider schedules. Maintain awareness of patient wait times and provider schedules to ensure excellent patient experience.

· Problem solve, as much in advance as possible, rescheduling needs.

· Respond to requests for information regarding services available in the organization.

· Work closely with providers and clinical staff to maximize patient flow.

Safety & Security

· Secure all equipment and business information daily.

· Keep clinic access doors closed and locked at all times.

· Do not issue codes to anyone unless directed by the COO/CHCO.

Other Related Duties

· Maintain organized, clean, efficient and confidential work area.

· Participate actively in Quality Improvement/Quality Assurance and Performance Improvement Program(s) and departmental meetings.

· Represent FFHC in local meetings as requested.

· Other duties assigned by management within the skill level of the employee.

Minimum Qualifications:

  • High school diploma or GED.
  • Skill in patient access and patient experience. Knowledge of medical, dental, and/or behavioral health operations, including patient scheduling and registration.
  • Knowledge of grammar, spelling and punctuation. Skills in data-entry.
  • When necessary for essential job functions, pass competency test on sliding fee determination, calculation of discounts, reconciliation of cash collections, calculation of averages, percentages, and other math-related tests.

Ability to speak clearly and concisely. Ability to read, understand, and follow oral and written instruction. Ability to sort and file materials correctly by alphabetical or numeric systems. Bilingual English/Spanish preferred and in some roles required.

Typical Physical Demands and Working Conditions:

The physical and mental demands described herein represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requires sitting for long periods of time, working at a computer, and answering phone (high volume calls). Some bending and stretching required. Ability to lift papers or boxes up to 30 pounds occasionally. Requires corrected vision and hearing to normal range. Manual dexterity and eye-hand coordination required for use of calculators, phones, computer keyboards and other equipment. Requires ability to sustain concentration in a noisy and fast-paced environment.

OTHER FUNCTIONS:

Perform other related duties incidental to the work described herein.

Job Type: Full-time

Pay: From $16.50 per hour

Benefits:

  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Monday to Friday

COVID-19 considerations:
COVID Vaccine or Weekly negative COVID test results required.

Education:

  • High school or equivalent (Preferred)

Experience:

  • Customer service: 1 year (Preferred)
  • Medical office: 1 year (Preferred)

Work Location: One location

Posted
11/24/2021
Location
Dallas, TX 75215, US
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