Patient Access Specialist II- Practice Operations- Remote Opportunity

University of Maryland Faculty Physicians • Baltimore, MD

1d • Remote

About The Position

Responds to a high volume of appointment requests, including telephone calls, emails, work queues and other electronic messages, for scheduling of appropriate medical exams, procedures, and tests with and without demographic collection and insurance registration. ESSENTIAL FUNCTIONS Answers and triages incoming calls and requests in a prompt, professional, and polite manner; demonstrating knowledge of FPI and its practices, including payer contracts, policies, best practices, and escalation paths. Completes scheduling from work queues to fulfill requests from internal and external/referring providers, including but not limited to referring requests to schedule, bumped appointments, reschedules from reminder cancellations, direct/open scheduling requests, no-show reschedules, and wait list scheduling. Schedules patient appointments and reminds patients of necessary items to bring including their referral and medications. Demonstrates knowledge of provider scheduling protocols, and template guardrails, and communicates patient instructions as part of practice pre-visit activities, including insurance requirements and what to bring to the appointment. Documents complete and clear messages and distributes messages regarding clinical questions and escalation messages promptly and appropriately to ensure technicians, nurses, nurse practitioners, and physicians have appropriate information for response. Handles inquiries about insurances accepted, office hours, services, locations, exam fees, doctor information, etc. Accepts, documents, and schedules appointments based on referrals from social workers, discharge planners, physicians, and physicians’ offices. Documents referral information (payer, date, reason for visit, other insurance information) in the appropriate system for verification and follow-up.

Requirements

• High school diploma or general education degree (GED) preferred
• Minimum 2 years of medical office or call center experience
• Entry level computer skills (specific programs as deemed by department)
• Strong customer service and phone etiquette skills
• Accurate data entry skills

Responsibilities

• Answers and triages incoming calls and requests in a prompt, professional, and polite manner
• Completes scheduling from work queues to fulfill requests from internal and external/referring providers
• Schedules patient appointments and reminds patients of necessary items to bring including their referral and medications
• Demonstrates knowledge of provider scheduling protocols, and template guardrails, and communicates patient instructions as part of practice pre-visit activities, including insurance requirements and what to bring to the appointment
• Documents complete and clear messages and distributes messages regarding clinical questions and escalation messages promptly and appropriately to ensure technicians, nurses, nurse practitioners, and physicians have appropriate information for response
• Handles inquiries about insurances accepted, office hours, services, locations, exam fees, doctor information, etc
• Accepts, documents, and schedules appointments based on referrals from social workers, discharge planners, physicians, and physicians’ offices
• Documents referral information (payer, date, reason for visit, other insurance information) in the appropriate system for verification and follow-up

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees