Patient Access Associate II

Position Summary

The Patient Access Associate II follows established protocols to schedule patient appointments for specified practice groups and/or multiple locations in a busy call center. In addition, they complete new patient registration; updates registration and insurance information, respond to telephone inquiries from all callers/customers, and follow established protocols for prescription request and/or updates. The Patient Access Associate II advocates on the caller's/customer's behalf to ensure their needs are fully met and acts as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing professional, efficient, effective customer relationship management.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Handle patient request over the phone for multiple Medical Offices while applying correct workflows and protocols
• Simultaneously collect information from patients and enter data into our electronic health record system (EPIC)
• Schedule appointments and procedures according to decision tree workflows
• Verify insurance eligibility and register, informing patients of their financial responsibility
• Promote key initiatives for Patient Access Center (i.e., online services, MyChart)
• Adhere to privacy (HIPAA) guidelines when speaking to patients and families
• Route calls to correct administrative and clinical departments
• Support departmental changes, demonstrating flexibility and a positive attitude in a fast-paced, changing environment

Minimum Qualifications

Education

• High School Diploma or equivalent combination of education, training, and experience.

Experience

• A minimum of 1 year of customer service experience in a professional capacity
• Prior professional inbound call center experience
• Previous professional experience in a healthcare setting
• Strong knowledge of medical terminology
• Prior experience with healthcare scheduling

Physical Requirements

• Sit, stand, bend, reach, walk for long periods of time in an office setting
• Must be able to occasionally lift, carry, push, or pull over 50 lbs. as part of the role
• Regularly exposed to healthcare settings that may require personal protective equipment
• Requires manual dexterity to operate computer keyboard, calculator, copier machine, and other equipment