Patient Access Representative II

Forefront Dermatology•Louisville, KY

About The Position

The Patient Access Representative II (PAR II) supports scheduling and the internal and external customer experience for Forefront Dermatology clinics. The role actively manages schedules to promote productivity and accuracy and handles outbound tasks related to patient access, patient needs, and clinician needs within required turnaround times. The PAR II may also take ownership of special projects, including team assignments and communication or support for front-line staff, and perform other related duties as assigned. The role schedules and coordinates patient appointments according to company protocols, procedures, and provider schedule templates. It follows quality procedures for schedule accuracy, documentation, and quality assurance, meets department KPI metrics, and provides timely service for incoming calls and outbound tasks. PAR II-specific work includes coordinating referral and consult appointments, following insurance-specific requirements and clinician documentation preferences, and adhering to policies for medical-record requests.

Requirements

High school diploma, GED/HSED, or equivalent.
Previous customer service experience is required.
Proficiency in basic computer functions and ability to learn new software effectively.
Ability to act with a sense of urgency.
Excellent customer service, communication, and organizational skills.
Problem-solving skills.
Ability to operate standard office equipment.
Attention to detail.
Ability to multitask, prioritize appropriately, and work well independently and as part of a team.
Ability to respond positively to constructive criticism and direction from supervisors.
Professional appearance and manner.
Friendly, cheerful, tactful, and polite demeanor, with compassion and care when dealing with others.
Ability to maintain confidentiality of information.
Ability to communicate in an active multi-office environment and via telephone, email, and other electronic solutions.
Ability to efficiently operate job-related office software.
Ability to sit for large portions of a workday.

Nice To Haves

Ongoing professional development annually.
Experience with dermatology definitions and procedures.
Two or more years of recent medical office experience in a similar capacity.
Previous electronic medical record experience.
Ability to type a minimum of 40 words per minute.

Responsibilities

Schedule and coordinate patient appointments according to company protocols, procedures, and provider schedule templates when applicable.
Follow quality procedures for schedule accuracy, documentation, and quality assurance.
Meet department KPI metrics, including quality, average handle time, average speed of answer, unavailable time, abandonment percentages, scheduled appointments, and turnaround times.
Meet turnaround times for outbound tasks, including consults and referrals.
Collaborate with Patient Access Leadership on professional development and skillsets.
Ensure patient access staff provide high levels of customer service to patients and co-workers, including de-escalation.
Work on special projects and perform other related duties as needed.
Schedule referral and consult appointments and follow documentation procedures, including insurance-specific requirements.
Follow clinician preferences and documentation expectations for incoming phone calls.
Follow Forefront Dermatology policies and documentation procedures for medical-record requests.
Meet or exceed timely patient needs while handling incoming call volume across patient access.