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.
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.