Optical Patient Access Representative - Bilingual Preferred

NORTHSHORE HEALTH CENTERS•Portage, IN

1d•Onsite

About The Position

The Patient Access Representative Position at NorthShore Health Centers requires excellent customer service skills. The job duties of Patient Access Representative are to schedule appointments for patients who call in by telephone, making sure they utilize appropriate scheduling guidelines in accordance with the purpose for the appointment.

Requirements

Must be at least 18 years of age
Must have reliable transportation
High school diploma or equivalent
Ability to analyze situations and solve problems at strategic and tactical levels
Excellent interpersonal and customer service skills
Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies
Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors
Practiced at organization and planning
Employ Critical thinking and problem solving
Maintains composure and operates with emotional intelligence
Ethical reasoning and decision-making
Strong attention to detail
Receptive and responsive to feedback
Excellent verbal and written communication skills
Time management, prioritization, and sense of urgency
Proficient with Microsoft Office Suite or related software

Nice To Haves

Bilingual Preferred
Two years of experience working within a healthcare setting.
Associate's degree in business, or healthcare related studies

Responsibilities

Answers incoming calls in a courteous and professional manner, addresses the nature of the call, and if the call is for a reason other than scheduling an appointment, directs to appropriate department to ensure good customer satisfaction.
If caller wishes to schedule an appointment, asks appropriate questions to determine nature of appointment, provider requested, etc., and utilizing EHR scheduling template guidelines, schedules the patient appointment accordingly.
Follows HIPAA policies and practices at all times when handling incoming calls to protect patient confidentiality.
When scheduling an appointment, always enters/updates patient information in NextGen practice management software.
Explains to caller about financial information they must bring with them to their appointment to qualify for: Sliding Fee, Commercial Insurance Visit, or Medicaid enrollment; to ensure patient receives healthcare services that are affordable.
Makes sure that all patient questions have been addressed satisfactorily before disengaging call.
Educates patients on all services that are provided at NorthShore.
Attends meetings and training sessions as required.
Maintains a working knowledge of department policies and procedures.
Handle reschedules of patient appointments as directed by Patient Access Supervisor or Director of Patient Services.
Check and review all provider schedules and report any errors found.
Contact patient to schedule appointment as follow up to Patient Portal Messages.
Confirm patient appointments as instructed
Manage in house referrals as directed.
Executes other verbal or written specific assigned tasks, requiring similar or lesser skills and abilities, some which are continuing while others are occasional in nature.