The Patient Access Representative will assist with daily operational issues in the Patient Service Center including handling of all inbound/outbound calls in a manner that meets or exceeds expectations for patient access, courtesy and understanding of issues and accuracy of response. Schedules all appointments for patients using the computerized scheduling system and works with the Coordinator and Project Manager to meet these goals. Responds to calls including patients, physicians, site staff and peers and determines the urgency of the situation and then suggests appropriate referrals, based off of work flow /scripting. Answers the Patient Access Center telephone lines for department, prioritizes, screens and redirects calls. Answers questions, handles routine matters and inputs all messages into the electronic health record according standard operating procedures. Confirms patient appointments and gives appropriate instructions by telephone. Referencing arrival times, items needed for the visit, etc. Completes registrations in a professional, accurate, customer-oriented and timely manner. Obtains and verifies information about patients health insurance electronically during the pre-registration process as outlined according to standard operating procedures. Participates fully in department quality and improvement initiatives. Maintains flexibility in work schedules to meet business needs including over-time.
High School Degree or GED required. Customer Service Experience required. High Volume Call Center experience preferred. Ability to work independently and also take direction. Ability to speak clearly and concisely with good telephone etiquette. Experience in a medical office setting. Knowledge of medical terminology. Maintains current Cardiopulmonary Resuscitation certification (CPR).