Patient Access Services Rep-Call Center

Grand Itasca Clinic & Hospital•Grand Rapids, MN

3d•Hybrid

About The Position

This part-time Patient Access Services Representative works in the call center and answers incoming calls to the facility during clinic hours. The representative identifies callers’ needs promptly and courteously and responds appropriately. The position is hybrid and scheduled for day shifts, at 0.5–0.8 FTE (40–64 hours per pay period). The role supports patient access and the revenue cycle by directing calls, scheduling and confirming appointments, verifying patient and insurance information, and completing patient and claim edit work queues. It collaborates with the business office, financial advocates, and the Designated Authorization Group. The representative is expected to prioritize customer experience, handle financial discussions professionally and confidentially, maintain respectful relationships, follow organizational policies, and attend work consistently. Other related duties may be assigned. Grand Itasca is a nonprofit, integrated clinic and hospital serving its local community. It describes its work as providing high-quality care and transforming rural health care through quality, access, and value.

Requirements

Must be 18 years of age or older.
Understand revenue cycle management and be able to collect co-payments and present fiscal information professionally and confidentially.
Ability to use appropriate computer applications.
Excellent customer service and communication skills.
Ability to discuss financial obligations with patients professionally and confidentially.
Adhere to Grand Itasca Clinic and Hospital policies.
Maintain consistent and reliable attendance.

Nice To Haves

Associate degree in a business-related field preferred.

Responsibilities

Answer incoming calls to the facility during clinic hours and determine callers’ needs quickly and courteously.
Direct phone calls to the appropriate area or send accurate electronic messages to the appropriate area.
Monitor provider and department director attendance and use that information to determine how to direct calls.
Schedule patient appointments according to scheduling principles and ensure required information is populated.
Verify insurance, patient, guarantor, and account information at the time of scheduling.
Call patients to confirm appointments and remind them of appointment time and location; manage rescheduling when needed.
Complete patient and claim edit work queues daily as required to improve the revenue cycle.
Collaborate with the business office, financial advocates, and the Designated Authorization Group to support the revenue cycle.
Prioritize customer experience and meet the expectations and requirements of internal and external customers.
Maintain confidential, trusting, and respectful relationships with patients, coworkers, and external customers.
Adhere to Grand Itasca Clinic and Hospital policies and maintain consistent, reliable attendance.
Perform other related duties as required or assigned.