Patient Access Associate (Part-time, M, T, F)
About The Position
The Patient Access Associate responds to multi-channel inquiries about appointments, referrals, refills, and related matters, following established scheduling guidelines and clinical escalation protocols. The role monitors call queues and processes calls efficiently while maintaining a high level of customer experience, aiming to resolve inquiries in a single interaction. It includes accurate patient identification, demographic and insurance verification, and management or updating of patient medical records. The associate may also perform general office and clerical duties at offsite practices, including scheduling, registration, and other front desk tasks. This is a part-time, day-shift position scheduled on Monday, Tuesday, and Friday during standard business hours, with scheduled hours of 9 AM to 5 PM and 45 hours per pay period.
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 the ability to work without supervision.
- Flexible and organized, with the ability to set priorities and manage time.
- Excellent interpersonal, teamwork, and verbal and written communication skills.
- Exhibit active listening, empathy, courtesy, and professionalism.
- Ability to use a computer for extended periods, sit for extended periods, move about the department as needed, and occasionally lift 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 with electronic scheduling and electronic medical records.
Responsibilities
- Understand and adhere to WPH Performance Standards, Policies, and Behaviors.
- Respond to multi-channel inquiries regarding appointments, referrals, refills, and similar matters according to scheduling guidelines and clinical escalation protocols.
- Monitor call queues and complete call processing efficiently while maintaining a high level of customer experience.
- Communicate with callers and colleagues using active listening, empathy, courtesy, and professionalism.
- Strive to resolve callers’ inquiries in a single interaction.
- Ensure proper patient identification, accurate demographics and insurance coverage, and accurate management and updating of patient medical records.
- Perform general office and clerical duties at offsite practices as needed, including scheduling, registration, and other 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
Part-time
Career Level
Entry Level
Education Level
High school or GED
