Bilingual-Patient Access Representative

Planned Parenthood of Delaware•Wilmington, NC

1d•Onsite

About The Position

This position works in our Patient Access Center in Wilmington. This is an in-person patient facing role. Ideal candidates should possess the ability to handle a multiline high volume call queue, schedule patients, and perform insurance eligibility verification. The Patient Access Representative is responsible for providing high quality telephone contact and assistance for clients regarding Planned Parenthood of Delaware (PPDE) services, test results, payment options, hours, locations and other inquiries. The focus is on outstanding client satisfaction while maintaining or exceeding PPDE productivity and customer service standards.

Requirements

High School diploma or equivalency required.
Minimum one year experience as a medical receptionist, medical assistant or customer service representative, with appointment scheduling experience required.
Excellent keyboarding skills with high level of accuracy required.
Must possess capacity to learn software programs required for specific position and access electronic communications, including e-mail, extranet, intranet, and computer-assisted learning.
Requires excellent verbal and written communication skills, listening and interpersonal relationship communication skills.
Must be able to communicate clearly and interact comfortably with a diverse group of clients, staff and volunteers in a non-judgmental, professional and sensitive manner.
Must possess the ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
Must have the ability to define problems, collect data, establish facts, and draw valid conclusion.
Ability to interpret a variety of technical instructions in various formats required.
Ability to multi-task and to work effectively under pressure due to conflicting demands is required.
Must be flexible, highly organized, creative and detail-oriented with the ability to set and meet deadlines.
Bilingual: Required
Close vision; hearing/listening; clear speech; walking; lifting and carrying up to 10 pounds overhead and 10 pounds from the floor; stooping; kneeling; bending; sitting; standing up to 6 hours at a time; and use of hands to finger, handle, feel and use keyboard.

Nice To Haves

Epic Experience: Preferred
Call Center Experience: Preferred
Medical Assistant/Medical Administrative Assistant graduate or Certified Medical Assistant/Medical Administrative Assistant, or Bachelor’s Degree in Social Service, Human Service or Science preferred.
Familiarity with women’s reproductive healthcare preferred.

Responsibilities

All duties and responsibilities are performed in a professional and customer service oriented manner in compliance with PPDE’s Manual of Medical Standards and Guidelines, PPDE policies and procedures, and State and Federal regulatory requirements.
Demonstrate proficiency in use of telephone system and insurance verification processes.
Answer phones for multiple sites in a timely, consistent, customer-friendly manner, responding to client request s and inquiries.
Manage high volume of calls on a daily basis and prioritize any required follow-though.
Respond to callers ’ basic questions and resolve issues using agency resources in accordance with PPDE protocol.
Transfer calls to appropriate staff and/or departments as well as take messages as indicated by protocol.
Schedule appointments according to PPDE protocol and demonstrate knowledge of PPDE protocols and services in order to provide basic assessment for the purpose of scheduling visits.
Collect insurance information as appropriate, and ensure patients are aware of estimated financial responsibility at the time of scheduling.
Responsible for the timely verification and authorization of insurance for patients by phone or online.
Resolves any issues with coverage and escalates complicated issues to a supervisor.
Clearly documents benefit information in NextGen and communicates this information to health center staff.
Provides accurate financial counseling for patients regarding their estimated cost of services before the patient arrives for her appointment.
Instruct clients on all information/documents that are needed to be brought to their appointment.
Respond effectively and appropriately to difficult or angry callers in accordance with PPDE protocol.
Perform data entry into the practice management system, for patient demographic information, fee assessment, insurance/pharmacy information and visit information as appropriate.
Work as part of medical services team to meet established productivity standards for patient numbers, quality and customer service.
Meet productivity standards specific to call center.
Assist in identifying issues and trends and make recommendations to help improve overall customer service experience.
Participate in training sessions, including computer-assisted learning, as required.
Abide by the mission of PPDE.
Perform additional duties as assigned.