Patient Access Representative_Patient Access Center

Planned Parenthood•Tacoma, WA

1d•Remote

About The Position

The Patient Access Representative (PACR) is a key role that serves as the first point of contact for PPGNHAIK patients and provides exceptional customer service by providing information, scheduling appointments, and directing calls as appropriate. The PPGNHAIK Patient Access Center is a complex, fast-paced and high call volume environment that requires strong multi-tasking, communication and customer service skills. Our Patient Access Representatives will handle calls from different states and time zones.

Requirements

High school diploma or equivalent.
Two years of customer services experience.

Nice To Haves

1-2 years in a high-volume call center.
Proficiency in Microsoft Office Suite and other software applications.
Experience with electronics health records.

Responsibilities

Utilizing outstanding customer services skills, answering incoming calls and evaluating patient requests; scheduling appointments; directing calls and providing information with a high degree of accuracy and professionalism.
Following the affiliate customer service standards to provide exceptional customer service to Patient Access Center customers and to support and exemplify the Planned Parenthood brand.
Meeting metric standards for appointment conversion, call and data quality standards and supports new processes introduced to the Patient Access Center.
Answering incoming calls and appropriate screens and directs patient calls accordingly.
Correctly assesses the type of appointment needed and schedules at an appropriate health center.
Schedules, reschedules and cancels patient appointments.
Converts calls to appointments whenever possible.
Evaluating and initiating triage for patients requiring immediate or same day medical assistance.
Following the affiliate urgent care guidelines and appropriately utilizes the nurse triage system, including providing a description.
Making appropriate referrals to follow-up clinicians for prescription refills and other clinical issues according to Patient Access Center procedures.
Obtains and/or verifies patient information including location and accurately enters patient data into the practice management system.
Updates demographics according to protocol and maintains data integrity for organization.
Collects and confirms patient insurance information and forwards appropriate information to Patient Financial Services for pre-verification purposes.
Provides patients with the appropriate fee estimate.
Explain the appropriate state funding source as appropriate.
Providing patients with appropriate pre-appointment instructions based on appointment type.
Appropriately escalates calls to Patient Access Center Supervisor and Manager.
Providing referrals as appropriate and maintains knowledge of referral sources.
Actively and positively participates in Patient Access Center staff meetings and training sessions.
Proactively and independently assists teammates when needed with process/procedural information, call handling techniques, customer service standards, NextGen data entry and all other quality and compliance matters.