Archived listing. The details below describe a past opening.
Job Overview
The Patient Access Specialist serves as the primary point of contact for patients via telephone and plays a critical role in creating a positive first impression of the practice. This position is responsible for managing high call volumes, scheduling appointments, and addressing patient inquiries with professionalism and efficiency. While primarily phone-based, the Patient Access Specialist is cross-trained in all front desk functions to support overall patient flow and operational needs. A successful candidate will be detail-oriented, friendly, and capable of multitasking in a fast-paced medical environment. Prior experience in healthcare - particularly in ophthalmology - is preferred but not required.
While this position is located in Albany, this role is expected to be able to provide coverage at our other office locations if needed.
Key Responsibilities:
Phone & Patient Communication
- Answer incoming calls in a timely, courteous, and professional manner, identify and prioritize emergencies, and return voicemails in a timely manner.
- Respond to patient inquiries regarding appointments, billing, and procedures with a high level of customer service and professionalism.
- Provide general information regarding services, providers, office policies, and appointment preparation
- Triage calls appropriately and route tasks to clinical or administrative staff as needed
- Maintain a high call-answering rate and reach out to waitlisted patients to fill open appointment slots.
- Schedule, reschedule, and cancel patient appointments accurately
- Schedule appointments for referred patients and coordinate details with the referring office, utilizing the referral spreadsheet
- Accurately enter patient information into the EHR and scheduling systems; review and update patient charts
- Complete appointment confirmation calls and follow-up communications.
- Handle patient concerns with empathy and escalate when appropriate
Front Desk Support
- Greet and check in patients in a professional and welcoming manner; ensure patient tracking in waiting areas.
- Collect complete patient demographics at time of booking and verify information during check-in.
- Verify insurance coverage and obtain prior authorizations or referrals as needed.
- Coordinate with clinical staff to ensure smooth patient flow and minimize wait times.
- Prepare, scan, and upload medical documents; manage documentation and scanning tasks.
- Maintain a clean, organized, and sanitized front desk and waiting area, including end-of-day cleaning duties.
- Follow HIPAA guidelines and uphold patient confidentiality at all times.
Qualifications:
- High school diploma or equivalent
- Excellent interpersonal, verbal, and written communication skills
- Ability to manage multiple tasks efficiently and accurately
- Experience in customer service, over the phone or in-person
- Previous experience in a medical setting (ophthalmology experience is a plus)
- Proficiency with EHR systems (experience with ModMed is a plus)
- Knowledge of medical terminology, especially related to eye care
- Bilingual skills (Spanish or other languages)
- Flexibility in work location with the ability to travel to each of our office locations (Albany, Clifton Park & Troy) during the work day