Access Center Specialist

Parkland Health•Post Falls, ID

10d

About The Position

Responds to inbound phone calls, emails, and electronic requests from patients, business staff, and medical staff. Schedules routine and complex appointments for Parkland patients to support efficient use of providers’ time and patient satisfaction. The role also helps patients access care through referral processing, medication refill requests, insurance updates, electronic portals, registration, and related support. It follows department procedures and Parkland policies, maintains accurate patient records, and helps address inquiries, complaints, and concerns.

Requirements

High school diploma or GED.
Three years of customer service experience.
Ability to type 20 words per minute with a maximum of three errors.
Ability to pass Customer Service and Spelling tests with a minimum score of 80%.
Ability to communicate effectively with hospital personnel, patients, and visitors.
Attention to detail.
Ability to solve problems within established policies and procedures.
Positive demeanor, good verbal and written communication skills, and a professional appearance and approach.

Nice To Haves

Customer service experience in a medical, health care, or call center setting.
One year of referral management and/or insurance plan identification experience.
Medical Terminology Course Certificate.
Bilingual skills.

Responsibilities

Help patients access care through appointment scheduling, referral processing, medication refill requests, insurance coverage updates, and access to electronic portals such as MyChart.
Perform registration functions and collect information, including verifying patient identification, demographics, and third-party payors.
Verify patient information and update patient demographics.
Maintain awareness of specialty clinic pre-clinical acceptance guidelines and scheduling instructions.
Ensure patient medical record entries are clear, concise, and consistent with documentation standards.
Use and update clinical recall and wait lists in accordance with clinic procedures.
Identify and update patient funding information; explain financial responsibility, including copayments and fees; complete benefit verification as required by financial classification; and educate patients about the financial classification process.
Respond to and resolve routine inquiries, complaints, and concerns received by phone, email, and electronic request.
Identify emergent health situations based on caller information and activate the appropriate response team according to department procedures.
Adjust work flexibly to help close scheduling gaps as needed.
Use assigned desktop or laptop computers and applicable hardware and software according to department procedures and Parkland policies.
Monitor personal performance and maintain productivity and quality standards established by management.
Participate in team-building and morale-boosting activities.
Report safety or policy concerns to leadership or through the defined reporting tool.
Complete required job training by assigned due dates.
Identify opportunities to improve work processes and customer satisfaction; recommend improvements to a supervisor, implement them, and monitor results as appropriate.
Keep current with developments and trends in the field through activities such as seminars, workshops, professional journals, professional organizations, or maintaining certification or licensure, and apply relevant knowledge to work practices.
Maintain knowledge of applicable rules, regulations, policies, laws, and guidelines; develop effective internal controls that support compliance with applicable laws, accreditation requirements, and health plan requirements; and seek guidance as needed.