The Patient Access Specialist is responsible for facilitating patient access services by managing incoming calls, assisting clinic customers at first point of contact, and streamlining clinic-wide communications. Also responsible for the daily work schedule for a group of physicians/staff by answering the phones, obtaining records, verifying patient information, scheduling appointments, entering charges and collecting payments.
Reports to the Operations Manager
- Answer all incoming calls, identify the need of the caller and take messages as required.
- Check patients in, verify patient information and update information/register new patients as needed.
- Collect co-pay and/or payment at time of service as required.
- Schedule appointments for the provider according to provider group procedures, maintaining a high level of accuracy.
- Identify provider schedule capacity and analyze the availability for patient demand in order to maximize provider efficiency and schedule utilization.
- Collaborate with onsite department physicians and clinical staff to align scheduling effort and assist patients at first point of contact.
- Request future charts, add ons, stat, etc. Pull charts in office if required.
- Compile office charts for appointments one day in advance.
- Document patient requests to the office nurse through EHR.
- Work Televox reports specifically for assigned provider / provider group.
- Work office bump list / wait list / normal letters / overdue orders for assigned provider / provider group.
- Work the Access Center Task list for assigned provider / provider group.
- Maintain knowledge or experience in billing and insurance principles / practices.
- Route emergency calls to the office nurse/TeleNurse in accordance to the emergency procedure.
- Adhere to patient service standards.
- Maintain a positive attitude and professional behavior in associations with patients and employees.
- Responsible for continuing education and adhering to appropriate workflow processes.
- Report any workflow problems/complaints to the Manager.
- Comply with the Springfield Clinic incident reporting policy and procedures.
- Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
- Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
- Perform other job duties as assigned.
- High School graduate or GED required.
- A minimum of one (1) year of medical office and/or phone experience preferred.
Knowledge, Skills and Abilities
- Proficient and accurate typing skills required.
- Knowledge of medical terminology is preferred.
- Deductive reasoning.
- Ability to work under pressure with accuracy.
- Excellent attendance in previous work environment.
- Demonstrates intermediate computer skills and knowledge of computer software programs.
- Effective verbal, written and interpersonal communication skills.
- Office type environment requiring extended periods of sitting.