PG- Patient Access Scheduling Specialist

Mount Nittany Health•State College, PA

About The Position

Fulfills all patient access scheduling functionalities including, but not limited to inpatient, outpatient, and physician practice appointment scheduling; accurate patient identification and recording of patient demographics, insurance information, and insurance authorizations. Provides excellent customer service skills and attention to detail. Interviews patients, patient representatives, or physician offices in order to obtain information necessary for high-quality fulfillment of duties listed above. Collaborates and works as a team with inpatient, outpatient, and physician practice staff. Demonstrates the ability to learn and operate within multiple different IT systems and programs. Exhibits effective communication skills providing for effective delivery of important information and shows competence in telecommunications. Displays professionalism and a friendly demeanor to create a welcoming experience of exceptional customer service and hospitality. Demonstrates compassion and a composed demeanor when working with patients experiencing varying degrees of clinical acuity.

Requirements

High School diploma or equivalent
One to two years of customer service experience in a healthcare call center setting preferred
Excellent customer relations skills
Ability to speak and write clearly, communicate effectively, and to read, understand and follow written and verbal instructions
Ability to handle high call volumes with a high level of complexity
Ability to function accurately in a fast-paced environment with various degrees of patient acuity and needs
Detail oriented with a proven ability to multi-task
Working knowledge of office equipment used

Nice To Haves

Completion of a Medical Office Professional program or equivalent courses preferred
Understanding and knowledge of medical terminology preferred

Responsibilities

Answering scheduling telephones
Requesting and recording appropriate patient information (demographic, insurance, authorization)
Pre-registration of patients
Coordination/scheduling of inpatient, outpatient, and physician group appointments
Interviewing patients or representatives to obtain required information according to policies and procedures
Utilizing courteous and respectful communication skills with patients, visitors, co-workers, and physician practice representatives
Securing accurate and complete information on all patients by asking all required questions
Obtaining all relevant demographic information needed for accurate and complete patient pre-registration
Handling a high volume of inquiries and resolving issues based on phone calls/portal messages from patients, providers or other customers
Demonstrating good listening skills and message-taking to ensure the most correct and accurate delivery of a patient message or inquiry to the appropriate location or clinical team
Maintaining a thorough knowledge of all aspects of Mount Nittany Health provider practices that may include complex information about providers (physicians and APCs), services and procedures provided at each of the practice sites, general information about clinic hours, directions, billing, and specific testing as well as general information about Mount Nittany Health
Establishing familiarity with and knowledge of the answering service and forwards calls to and from the answering service daily depending on area of work
Coordinating with clinical and department staff to assist with triaging requests in order to meet patients’ healthcare needs
Having an up-to-date and thorough knowledge of all HIPAA rules and regulations and is aware of what patient information may and may not be shared and with what entities
Participating in Quality Improvement projects
Meeting established deadlines and communicating in a timely fashion with supervisors or manager if deadlines cannot be met
Attending any required meetings or classes as identified or offered by Patient Access Supervisor, Manager, and/or Director of Revenue Cycle
Taking initiative to assist co-workers to ensure accurate work completion
Assisting in the orientation and training of newer and inexperienced staff
Adhering to policies and procedures established by the department and administration
Performing any other various clerical duties necessary for the scheduling of patients
Performing related and miscellaneous duties as assigned