Patient Access Representative - OHMG Contact Center

Owensboro Health•Powderly, KY

About The Position

The Patient Access Representative, under close supervision, will be responsible for answering inbound calls, scheduling, rescheduling and canceling patient appointments as required. Providing instructions to patients to ensure that they are prepared for examinations and procedures as well as confirming patient appointments. This job is expected to have great communication skills and provide extraordinary customer service.

Requirements

Requires critical thinking skills and decisive judgment.
Works under general supervision.
Must be able to work in a stressful environment and take appropriate action.
Applies more advanced skills and knowledge in the area of specialization.
No experience required
High school diploma, General Equivalency Diploma (GED) or higher required upon hire
None
No licensure/certification/registration required

Responsibilities

Greets callers in a professional and welcoming manner, field questions, and assist in making patient appointments.
Screens and routes inbound calls in a timely manner; creates telephone encounters as necessary.
Performs patient intake/referral process; appropriately scheduling appointments according to scheduling algorithm/protocols.
Performs scheduling of new and/or follow-up patient visits.
Communicates appointment details with patients, provides necessary instructions, and appropriately answers questions.
Performs scheduling and pre-registration process for appointments within the ambulatory setting, including, but not limited to confirming, cancelling, and rescheduling appointments, as needed.
Abides by organizational and HIPAA guidelines, privacy practices, patient confidentiality, and patient rights.
Obtains accurate collection of patient demographics, insurance coverage, and other relevant information.
Promotes and assists patients/families in signing up for MyChart (Patient Portal).
Functions as a liaison between patients, families, clinical care teams, staff, and community provider offices.
Responsible for meeting telephone system metrics and any other productivity standards set by the department, which may include length of call, length of answer time, and number of calls taken within a specific period.
Maintains patient information and documentation in electronic medical record.
Supports departmental performance improvement goals.
Supports quality care through compliance with departmental and organizational policies and guidelines, and external agency guidelines, standards, or regulations.
Engages in strong communication, acts as team player in supporting mission and vision of organization, and abides by organization’s core values.
Additional duties as assigned.