Summary The Patient Access Coordinator will accurately register patients into the PM system and provide timely appointment Patient Access for all providers in a high volume environment. He/she is expected to promote an efficient administrative office which leads to positive patient experiences and fosters positive work relationships among all departments at Optim.
Essential Duties and Responsibilities Promptly answer all incoming calls within 3 rings in a professional and efficient manner. Using a tone that conveys warmth, empathy and patience. Demonstrates a courteous, friendly and professional demeanor while he/she greets patients, visitors and vendors. Portrays the same demeanor while answering and routing phone calls. Illustrates efficiency regarding patient and doctor inquiries by responding to their needs in a timely manner. Accurately enters all patient demographics and insurance information into the system. Runs initial eligibility to ensure accurate insurance information obtained. Obtains any authorizations as needed and accurately inputs and ties authorization to the patient’s appointment. Maintains a professional demeanor even when callers are upset, and contacting a supervisor if necessary. Schedules and maintains the provider schedulers to include cancellations and regarding Patient Access of patients. Handles all referrals from outside physician offices in a timely manner. Requests patient medical records and signed releases as required. Provides directions and general information to patients to include the required script for their appointment and provider protocols. Maintains a high level of confidentiality when servicing patients. Performs routine and some non-routine, continuous work involved with the operation of telephone call center. Maintains a knowledge of the practice “phone tree” therefore transferring calls appropriately. May be required to work flexible hours and some weekends. Maintains area of special assignment. Other duties as assigned
Supervisory Responsibilities None Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service - Customer Service – Works well with patients, vendors, clients, referral services, and physicians by responding to their inquiries and promoting a positive image of the company. Maintain confidentiality. Looks for ways to improve and promote quality patient care. Teamwork - Accountable to team, respectfully appreciate the view of team members, open to new ideas and responsibilities, communicate with team regarding overall patient care including using resources efficiently, working toward a positive patient experience. Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity. Adheres to all OO policies and procedures while maintaining patient confidentiality according to HIPAA guidelines. Dependability - Adheres to the company’s time and attendance policy and avoid missed time clock punches. Meets deadlines and works independently. Identifies, troubleshoots, and solve daily situational problem that arise. Identifies when to involve management appropriately.
Productivity - Prioritizes and plans wok activities to ensure the completion of daily tasks. Uses time efficiently, plans for additional resources, sets personal goals and objectives to meet departmental goals. Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; Keeps abreast of current procedures and/or industry changes that may affect the department and/or patient service.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to work flexible schedules and/or some weekends. Education and/or Experience High School diploma or G.E.D. equivalent. Must possess excellent communication skills to include speaking professionally and clearly. Must have knowledge of HIPAA. Medical office experience, preferred. Knowledgeable in basic billing functions, basic clinical functions, administrative practices, and operational procedures in a medical setting preferred. Language Skills Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to sort and file materials correctly by alphabetic and numeric systems. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Reasoning Ability Ability to apply common sense understanding to carry out detailed written or oral instructions. Computer Skills To perform this job successfully, an individual should have knowledge of MS Word, MS outlook, Patient Access software and EMR (Athena). Certificates, Licenses, Registrations N/A Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use of hands; and to talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.
May be required to travel to one or more satellite locations depending on staffing changes. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.