Patient Access Representative

Forefront Dermatology • Creve Coeur, MO

6d

About The Position

Patient Access Representatives are the first point of contact for patients and help shape their experience by following established procedures, processes, and systems to resolve questions and concerns. The role requires patience, active listening, accuracy, and an understanding that health insurance and each patient's needs can be complex.

The representative handles high-volume inbound scheduling calls, coordinates appointments according to company protocols, clinician preferences, and schedule templates, and uses multiple systems and screens while listening and entering information. The role also includes learning about health plans, applying training, maintaining performance indicators, and supporting surgical scheduling. Representatives document information in electronic health records and follow state regulations related to cancer registries.

Requirements

• High school diploma or GED.
• Must be at least 18 years of age.
• At least 1 year of experience in a fast-paced environment handling a minimum of 65 calls per day while working in multiple systems and on dual screens.
• Ability to attend all training days.
• Ability to acquire and maintain home internet that is not satellite internet and provides 90 kbps downstream and upstream.
• Ability to maintain a home office space free of distractions during working and training hours, including pets, phone, and other household members.
• Detail-oriented.
• Effective communication and interpersonal skills to collaborate with diverse teams.
• Ability to manage multiple priorities, meet deadlines, and work under pressure in a fast-paced environment.
• High integrity, ethical judgment, and confidentiality when handling sensitive data.
• Proficiency with Microsoft Word, Excel, and PowerPoint, and ability to learn new software quickly.
• Ability to work effectively and cooperatively with staff, leadership, and the public.
• Ability to use time productively and contribute to operational efficiency and effectiveness.
• Ability to maintain confidentiality of information.
• Ability to communicate in an active multi-office environment and by telephone.
• Ability to efficiently operate job-related office equipment, including a telephone, computer, calculator, fax, and copier.
• Ability to sit for large portions of a workday.

Nice To Haves

• At least 1 year of experience in a medical office; dermatology experience is preferred.

Responsibilities

• Handle a high volume of inbound patient scheduling calls and collect information accurately.
• Use multiple systems, screens, and tools to schedule appointments accurately while listening to patients and putting them at ease.
• Learn about health insurance plans and apply that knowledge after training.
• Demonstrate trained workflows and subject matter knowledge while maintaining KPIs for call quality, scheduling rate, and call handle time.
• Coordinate patient appointments according to company protocols, clinician preferences, and schedule templates.
• Apply problem-solving and multitasking skills in a fast-paced environment.
• Learn and understand the KPIs associated with the role.
• Comply with requirements and complete compliance training.
• Perform other related duties as assigned.
• Support surgical scheduling.
• Maintain accurate documentation in electronic health records and patient medical records.
• Follow and maintain state regulations pertaining to cancer registries.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED