The Patient Access Representative is responsible for answering incoming calls to the health center, scheduling appointments for the patients, and supports the organization by resolving issues and complaints accordingly and following the appropriate chain-of-command when deemed necessary. Additionally, under general supervision, facilitates communication process between outside public, patients, and all operating departments

Schedule is Monday – Saturday, 9:00am – 6:00pm

Starting at $16.76 an hour

Essential Duties and Responsibilities

• Demonstrates effective communication and problem solving skills.
• Provides quality customer service on every call
• Probes for proper routing of call; completes call routing to ensure customer reaches intended destination in accordance with policies and procedures
• Responsible for achieving or exceeding established performance standards
• Responsible for scheduling appointments in accordance with written protocols
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions effectively.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives and identify any trending.
• Supports PCP continuity in appointment scheduling and scheduling of preventive health appointments
• Answers phone and communicates with patients/customers as outlined in policies and procedures
• Probes for all required patient/customer information including demographic, language and appointment needs
• Responsible for the registration of new and established patients and updating all demographic information in the practice management system
• Pre-screens for ability to meet financial obligations of visit and checks for eligibility to appropriate special funded programs
• Communicates financial requirements to patient/customer such as co-pay
• Takes concise messages and distributes them appropriately to health centers in a timely manner
• Verify insurance eligibility as allowed
• Responsible for patient/customer follow-up to include upcoming appointments, rescheduled appointments and resolution of patient/customer inquiries
• Participates in quality improvement projects
• Attends and actively participates in required meetings as requested
• Must be able to maintain confidentiality of all information.
• Other duties and projects as assigned

Min. Qualifications

SKILLS: effective interpersonal and communication skills; excellent telephone etiquette; computer knowledge; excellent customer service; team orientated; type 35 – 40 wpm

ABILITY TO: have flexibility in schedule to include evenings, weekends and holidays; work well with people; work with computers; work in a busy environment; willingness to travel to other locations for work.

Physical Demands

The employee must occasionally lift and/or move up to 25-50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to hear over the telephone. Must be able to reach above the shoulder level, able to bend, squat, sit, and stand.

Work Environment

The work environment is usually fast pace with a moderate noise level.

Education/Experience Requirements

• High school diploma
• Bilingual English/Spanish required
• 1 - 2 years customer service experience in a high call volume setting (medical primary care office experience preferred)