Patient Access Representative

NORTHSHORE HEALTH CENTERS•Portage, IN

11d•Hybrid

About The Position

The Patient Access Representative serves as the first point of contact for patients and plays a key role in creating a positive patient experience. This position is responsible for scheduling appointments and ensuring accurate patient information is collected and documented. Patient Access Representatives work closely with clinical teams, Pre-Service Clearance, and Patient Service Representatives to ensure patients are scheduled appropriately, prepared for their visit, and informed of any requirements prior to approval.

Requirements

High School Diploma, Transcripts, 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
Can see without corrective eyewear
Can differentiate colors/see color differences clearly
Can hear without hearing assistance
I acknowledge that I may be exposed to infectious and contagious diseases.
I acknowledge that I may be in contact with patients under a wide variety of circumstances.
I acknowledge that I am able to handle and respond to emergency or crisis situations per NorthShore Health Centers facility plans, protocols, and procedures.
I acknowledge that I may occasionally subject to irregular working hours.
I acknowledge that I may be required to wear personal protective equipment (PPE) as necessary.

Nice To Haves

Associate’s Degree in Health Services, Healthcare Administration, or related field
Two years of experience working within a healthcare setting

Responsibilities

Answers incoming calls in a courteous and professional manner, identifies the reason for the call, and directs non-scheduling inquiries to the appropriate department to ensure a positive patient experience.
When scheduling appointments, ask appropriate questions to determine patient needs, visit type, and provider preference.
Scheduling appointments in accordance with scheduling guidelines and templates.
Consistently follows HIPAA policies and procedures to protect patient confidentiality during all patient interactions.
Accurately enters and updates patient demographics, insurance, and contact information at the time of scheduling.
Provides patients with clear guidance on financial requirements for their visit, including insurance, sliding fee eligibility, and Medicaid enrollment, to help ensure access to affordable care.
Ensures all patient questions are addressed before ending the call and provides clear next steps when needed.
Educates patients on available services offered at NorthShore Health Centers.
Attends required meetings and training sessions.
Maintains a working knowledge of department policies, procedures, and scheduling guidelines.
Assists with rescheduling appointments as directed by the Senior Patient Access Representative or Patient Access Manager, ensuring timely communication with patients.
Contacts patients to schedule appointments based on self-scheduling requests.
Supports scheduling of internal referrals.
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.