This is a remote position which means you will primarily works remote but there may be occasions, such as for training, when you will be scheduled to work at a CHC worksite.
The Patient Access Specialist – Lead acts as the first point of contact with Community Health Center. The Lead answers telephones in a centralized call center environment and performs a variety of clerical, reception and administrative tasks: transcribes messages, schedules appointments, pre-registers patients, and verifies insurance coverage. The Lead may also document compliments, complaints and update patient demographics as needed. The lead is the primary point of contact when a patient concern and complain has escalated. The Lead assists the Call Center Manager with other duties, including but not limited to, interviewing, and selecting new staff, training, mentoring and scheduling.
Knowledge, Skills & Abilities
• Reads, speaks, understands and writes proficiently in English.
• Knowledge of medical terminology.
• Knowledge of dental terminology.
• Works independently and is self-directed.
• Works effectively in a team environment.
• Problem-solves with creativity and ingenuity.
• Organizes, prioritizes, and coordinates multiple activities and tasks.
• Works with initiative, energy and effectiveness in a fast-paced environment.
• Produces work in high quantity and quality.
• Remains calm and effective in high pressure and emergency situations.
• Use of multi-line telephones and other office machines.
• Keyboarding: 35 wpm with a 95% accuracy rate.
• Proficiency in the use of Microsoft Office applications; Word, Excel and Outlook.
• Bilingual skills.
• High school graduate or equivalent.
• Graduate of an accredited Office Skills Certification Program or related field.
• Graduate of an accredited Medical Administrative Assistant Certification program or related field.
• Customer service-related experience working with the general public (2 years).
• Inbound or outbound call center experience (2 years) or a combination of equivalent education and work experience.
• Clerical, reception, medical or dental assisting, administrative or secretarial experience in a medical/dental setting or healthcare insurance organization (2 years); or a combination of equivalent education and work experience.
• Supervisory/management experience (2 years).
• Experience in team building.
• Working with insurance/billing in a healthcare setting/insurance organization.
• Experience in a multiple provider medical or dental practice.
• Digital imaging familiarity.
• Healthcare information systems, such as electronic health record and practice management systems experience.
• Working with low income, multi-ethnic populations.
Job Specific Functions/Performance Expectations:
A. Job Specific Functions/Performance: Patient Access Specialist
1. Pre-registers patients in a computerized practice management system.
2. Schedules patients in a computerized practice management system. Maintains appointment schedule and follows office scheduling policies.
3. Helps contact and reschedule patients when providers’ schedules change.
4. Directs phone calls to proper destination or takes messages.
5. Assists with insurance eligibility verification and advises non-insured patients of insurance enrollment and sliding fee discount.
6. Answers or appropriately refers billing questions.
7. Assists in confirming appointments.
8. Orders interpreter services and interfaces with other outside organizations regarding patient services.
9. Documents compliments and complaints.
10. Accurately documents and routes task communications in the practice management system.
11. Logs into and out of the telephone system daily as scheduled.
12. Meets the established Call Center daily and monthly goals for call standards (statistics).
13. Meets the customer service call quality standards.
14. Updates patient demographics as needed.
15. Adheres to attendance standards in order to perform the job functions for daily operations and/or continuity of patient care.
B. Job Specific Functions/Performance: Patient Access Specialist - Lead
1. Acts as a key communicator between Call Center and the Patient Access Manager.
2. Acts as primary contact for patient concerns or complains once a concern has escalated.
3. As needed, provides Call Center coverage for breaks, lunches and PTO.
4. Provides guidance to the Patient Access Specialists by monitoring performance and participating in annual performance evaluations.
5. Handles scheduling and staffing up to the threshold established by the Patient Access Manager; participates in the recruitment process for Patient Access Specialists.
6. Conducts new reception and call center job-specific orientation. Identifies and recommends other training needs to the Patient Access Manager.
7. Provides assistance for ensuring protocols are followed and seeks counsel from Patient Access Manager for more complex problems.
8. Coordinates the data collection for reports, audits and quality reviews as assigned.
9. Oversees inventory and ordering of routine supplies.
We offer competitive wages and a comprehensive benefits package designed to address health, time off, retirement and career-advancement needs. We also offer an additional $2.00/hour weekend differential for working hours on Saturday and/or Sunday and an additional $0.75/hour for those who test proficiently in a second language.
To learn more and to apply for this position, please visit our website www.CHCsno.org to complete an online application and/or submit your resume for consideration.
Join a team that loves what they do and cares about those they serve.
CHC is an Equal Employment Opportunity/Affirmative Action Employer (EEO/AA)/At-will employer.