Patient Access Representative

Forefront Dermatology•Webster Groves, MO

5d•Remote

About The Position

As a Patient Access Representative, you will be the first point of contact for our patients. Empowered to take initiative, you will follow established procedures, processes, and systems to provide a resolution for our patients. You are the first step in making an impact to the patient experience. To ensure we meet our patients' needs, it is your role to be patient, listen and answer any questions or concerns to create the best patient experience. This may sound simple but there are deep complexities to health insurance and each patient's needs are different. This is not a slow-paced customer service role. You are responsible for making their journey and experience great and we are seeking talent who has a passion for patients and a skillset to work quickly with accuracy all while keeping the patient top of mind.

Requirements

Your home office must be a quiet space, free of distractions during working and training hours, including pets, phone, or other household members.
High School Diploma or GED
Must be 18+ years of age
1+ years’ experience working in a fast-paced environment, handling a minimum of 65 calls a day, working in multiple systems and dual screens.
Must be present for all training days to ensure successful onboarding.
Home internet cannot be satellite internet and must be 90kbps downstream and upstream.

Responsibilities

Handle a high volume of inbound patient scheduling calls while ensuring attention to detail when collecting information.
Navigate through multiple systems and tools to ensure appointments are scheduled accurately all while putting the patient at ease, listening, and typing simultaneously.
You will be responsible for learning about various health plans and will be expected to apply that knowledge post-training.
Ability to demonstrate workflows and subject matter expertise covered in training while maintaining KPIs (Call Quality, Scheduling rate, Call handle time).
Problem-solver with a can-do attitude who can thrive at multitasking in a fast-paced environment.
Work on multiple screens quickly and expect the unexpected.
Given the critical nature of assisting patients, there are KPI’s attached to this role; you must be comfortable working in a metrics-driven environment.