Patient Access Associate (Full Time)
About The Position
The Patient Access Associate responds to inquiries about appointments, referrals, refills, and related matters through multiple channels, following scheduling guidelines and clinical escalation protocols. The role monitors call queues and processes calls efficiently while providing a high level of customer service and seeking to resolve inquiries in a single interaction. The associate supports accurate patient identification, demographic and insurance information, and medical records. The position may also involve general office and clerical work at offsite practices, including scheduling, registration, and front desk duties. The associate collaborates with colleagues and leadership to improve departmental performance, attends required meetings and in-services, participates in assigned workgroups or projects, and completes annual mandatory requirements and other assigned duties.
Requirements
- High school diploma or GED.
- Previous customer service experience.
- Ability to speak, write, understand, and communicate in English.
- Ability to handle a high volume of calls throughout the day.
- Excellent telephone etiquette and communication skills.
- Ability to multitask in a fast-paced environment.
- Ability to deal professionally and efficiently with all levels of management and external constituencies.
- Self-starter with motivation and ability to work without supervision.
- Flexibility, organization, and ability to set priorities and manage time.
- Excellent interpersonal, teamwork, and verbal and written communication skills.
- Demonstrate active listening, empathy, courtesy, and professionalism.
- Ability to use a computer for extensive periods of time.
- Ability to sit for extended periods and move about the department as needed.
- Ability to occasionally lift and/or move 15 to 20 pounds.
- Ability to handle high call volume.
Nice To Haves
- Previous physician practice experience.
- Previous call center experience.
- Basic medical terminology experience.
- Electronic scheduling experience.
- Electronic medical record experience.
Responsibilities
- Respond to multi-channel inquiries about appointments, referrals, refills, and related matters according to scheduling guidelines and clinical escalation protocols.
- Monitor call queues and process calls efficiently while maintaining a high level of customer experience.
- Use active listening, empathy, courtesy, and professionalism with callers and colleagues.
- Work to resolve callers’ inquiries in a single interaction.
- Ensure proper patient identification, accurate demographic and insurance information, and management and updating of patient medical records.
- Perform general office and clerical duties at offsite practices as needed, including scheduling, registration, and front desk duties.
- Provide feedback and collaborate with colleagues and leadership to improve departmental performance.
- Attend mandatory meetings and in-services and participate in assigned workgroups or projects.
- Complete annual mandatory requirements and conditions of employment.
- Perform other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
