Patient Access Representative 1

Virginia Garcia Memorial Health Center•Hillsboro, OR

1d•Onsite

About The Position

The Patient Access Representative 1 communicates with patients and other community members and provides exemplary customer service to Virginia Garcia’s standards. This position provides support to the patients and clinical staff of Virginia Garcia. The Patient Access Representative 1 will have access to Protected Health Information (PHI) during the course of their work activities. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee may have access include: patient demographic information in the practice management system, and chart notes, incoming records, reports, results, consultations, etc. The Patient Access Representative is required to read the content of these records only the extent needed to accomplish the assigned task.

Requirements

Ability to work in a fast-paced and demanding environment with changing priorities and competing deadlines.
Excellent customer service skills with patients, other Virginia Garcia staff members and community members.
Proficient with Microsoft office suite (Word, Excel, Outlook, PowerPoint).
Proficiency in English, both spoken and written required.
High school graduate or equivalent.

Nice To Haves

Bilingual Spanish/English, both written and spoken language preferred.
Previous clinical experience in ambulatory health care setting with knowledge regarding medical terminology preferred.
Multi-line telephone experience preferred.

Responsibilities

Answer patient phone calls, schedule appointments.
Create and route telephone encounters as appropriate following all Virginia Garcia workflows and procedures.
Schedule appointments for new and established patients.
Add or remove patients from waitlists.
Use ‘gaps in care’ reports provided by the data team to outreach to patients to schedule appointments for things like diabetes checks, paps, WCC, etc.
Manage the email inbox for interpreter services, making the appropriate appointment notes and communicating with the care team as needed.
Monitor the call queue and return phone calls from patients who have used the call back option or have left messages in an efficient and timely manner.
Schedule, as available, all chronic or non-acute problems, or routine care appointments.
Schedule COVID and Flu vaccines and testing appointments.
Verify insurances on portals.
Page the clinics as needed using the contact RN immediately sheet.
Accurately document incoming and outgoing information in the patient’s chart.
Route all incoming calls to appropriate staff or take messages as needed.
Follow all policies, procedures, protocols and workflows.
Assist other Call Center staff as time permits and need is established.
Participate in all staff meetings.
Perform other duties as assigned.
Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).