Patient Access Associate (On-Site) (H)

University of Miami•Coral Gables, FL

3d•Onsite

About The Position

The Patient Access Associate (On-Site) projects a professional and welcoming demeanor and welcomes visitors (i.e., vendors, customers, patients, staff, students etc.,) to the department by promptly greeting them, in person or on the telephone, and answering or referring their inquiries appropriately. The Patient Access Associate (On-Site) serves as the first point of contact for patients and customers entering facility/department and interfaces effectively with all members of the healthcare team, keeping patients informed of any delays.

Requirements

High School Diploma required.
Able to be available 30 minutes prior to opening and after clinic ends, which fluctuates depending on clinic and provider, in addition to weekends, evenings, holidays, and during disastrous events (e.g., hurricanes, pandemics, etc.)
Able to float and provide coverage without advance notice based on daily organizational needs, including working in offsite locations, tents or having to come onsite if working remotely.
Onsite presence is required to fulfill role regarded as vital in the delivery of healthcare services regardless of environmental conditions.
Adherence to punctuality and attendance standards, remaining flexible to meet departmental needs and ensure appropriate clinic flow.
Ability to navigate multiple systems and independently service patients promptly in a fast paced, constantly changing environment.
Knowledge of health care regulatory guidelines and compliance including but not limited to: OSHA, HIPAA, JC, AHCA, EMTALA, and CMS.
Ability to recognize, analyze, solve, and de-escalate issues that may arise during workday by applying sound judgement and critical thinking.
Strong telephone contact handling skills and active listening.
Ability to adapt/respond to different types of situations and personalities.
Excellent communication and presentation skills.
Ability to prioritize and manage time effectively.
Any appropriate combination of relevant education, experience and/or certifications may be considered.

Nice To Haves

Customer Service Experience preferred

Responsibilities

Serves as the first point of contact for patients and customers entering facility/department.
Projects a welcoming professional demeanor and promptly greets and provides assistance by responding to routine questions and wayfinding information.
Interacts and works effectively with patients of all ages, and the healthcare team to ensure a favorable first impression and positive patient/customer experience.
Obtains patient identification and compares against information in EMR, to properly identify patient before marking as present.
Assists patients in navigating self-serve kiosks.
Queues patients for check-in/out.
Identifies patients arriving late and communicates with clinical team.
Confirms patient identity and places wristband on patients.
Identifies patients at risk of falls and places appropriate wristband.
Provides updates to patients waiting in reception area.
Interfaces effectively with all members of the healthcare team and keeps patients informed of any delays.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.