Patient Access Associate / Receptionist

White House Clinics•Richmond, KY

1d•Onsite

About The Position

The Patient Access Associate greets patients and visitors, acts as an intermediary between patients and clinical staff, and ensures the accuracy of patient demographic and billing information in the practice management system. This role influences patient flow and the general pace of clinic business day through scheduling decisions and works as part of an integrated care team to provide high-quality coordinated care.

Requirements

High School Diploma
Minimum 1-year medical office experience preferred.
Mature and well organized with pleasant personality and speaking voice.
Professional appearance, and warm, friendly demeanor.
Knowledge of medical office procedures.
Basic computer skills.
Knowledge of scheduling.
Skills in verbal and written communication.
Multi-tasking skills.
Proficient time management and organizational skills.

Nice To Haves

Previous medical office experience

Responsibilities

Greet all patients and visitors promptly and pleasantly, offering an exemplary service experience.
Explain policies to patients and distribute patient information sheets.
Manage telephone traffic by answering incoming calls within two rings, using proper greeting and name.
Screen calls for physicians and assist clients needing minimal assistance.
Transfer calls to other staff as necessary.
Respond to patient requests for appointments, scheduling them according to reason provided and in accordance with scheduling guidelines, offering appointments with the Primary Care Provider when possible.
Ensure enough time is allotted for special procedures or lengthy exams.
Update and/or verify all demographic information (Patient Name, Birthdate, Check in, Address & Phone Number, Including Guarantor Address & Phone Number, Insurance Information, Preferred Primary Care Provider, Preferred Pharmacy) at every patient interaction.
Scan insurance information at EVERY visit and copy of all new insurance information into patient’s cart.
Validate insurance effective dates and policy numbers at initial visit and verify continued coverage at subsequent visits.
Follow guidelines for patient workflow, promptly updating tags and notifying clinical support staff that the patient is ready for intake.
Monitor waiting room to ensure timely flow of patients and maintain the area for optimal customer experience.
Collect patient payments and inform all patients of the sliding fee program.
Enforce established financial policies and refer patients to Financial Counselor as appropriate.
Initiate patient qualification for the sliding fee program in the absence of a Financial Counselor.
Complete check-out procedures and follow-up orders entered by provider.
Provide documentation (school/work excuse, release of information, etc.) to patient as directed by provider.
Complete end-of-day reconciliation and nightly deposit.
Follow up on “no show” patients according to procedure and inform physician when follow-up contact is not successful.
Complete the documentation of patient reminder calls on a daily basis.
Contact patients on follow-up or recall list to schedule needed appointments with providers.
Maintain a thorough understanding of their role in protocols such as Recall plans, Reminder calls, DNKA-/No Show Appointments, Sliding fee Process, Updating Patient’s Insurance Information, Updating Patient Registration, Scheduling Guidelines, Canceling or Rescheduling an Appointment, Same Day Appointment Scheduling, Answering Telephone Call, Patient Right to Confidential Communications.
Assist with other duties or in other departments as instructed by supervisor.
Acknowledge White House Clinics' patient-centered medical home model and team-based delivery of primary care services.
Accept responsibility for being an active member of the team, including identification of quality improvement opportunities.