Patient Access Specialist - Talent Pool

Hummingbird Healthcare

83d • $20 - $25

About The Position

At Hummingbird, we’re always growing! And that means we’re always on the lookout for caring, detail-oriented professionals who are passionate about improving healthcare access. By joining our Patient Access Specialist Talent Pool, you’ll be among the first to be considered when new opportunities open. We often receive a lot of interest in these roles, so it may take a little time to hear back. We promise to keep you updated, usually within a couple of weeks. Our recruiters may reach out to invite you to complete an assessment and have an initial screening call so we can get to know you and help ensure a smooth, fast recruitment process when the time comes. As a Patient Access Specialist at Hummingbird, you will engage with patients, handle appointment scheduling, address inquiries, provide MyChart technical support, and update patient data. You will provide exceptional customer service and contribute to an overall positive patient experience. We are looking for individuals who are passionate about patient care, technology-enabled healthcare solutions, and creating a seamless patient experience. In this intermediate-level position, you’ll work under moderate supervision as you develop proficiency in the role. You’ll complete general tasks and routine assignments independently, while receiving coaching and support from more experienced team members as you tackle more complex work like handling intricate tasks such as including cross-coverage of complementary service lines, managing complex registrations, correcting registration errors, supporting digital health tools, and assisting with referral coordination.

Requirements

• 1+ years of experience as a contact center agent or phone-based customer service representative.
• Strong customer service skills including the ability to handle challenging situations with patience and professionalism.
• Basic computer literacy and troubleshooting skills.
• Ability to type 50 WPM with accuracy.
• Familiarity with contact center software and technology.
• Strong communication skills, both written and verbal.
• Ability to adhere to established protocols and guidelines.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Ability to work collaboratively in a team setting.
• Comfortable working in a remote work environment.

Nice To Haves

• Familiarity with healthcare or patient access services.
• Familiarity with using electronic medical record (EMR) and MyChart.
• Strong problem-solving skills and the ability to think critically.
• Flexibility and adaptability to change.
• Bilingual or multilingual.
• Familiarity with medical terminology.

Responsibilities

• Answer inbound telephone calls promptly and direct callers efficiently, adhering to defined service level agreements (SLAs) and quality metrics.
• Support outbound call campaigns when directed by supervisor.
• Address general questions from callers regarding services provided by the healthcare organization.
• Identify patient needs, clarify information, and provide solutions or alternatives using appropriate tools and resources.
• Guide patients to the correct clinical resources based on established protocols.
• Escalate complex inquiries to senior agents or supervisors as necessary.
• Use the Epic electronic medical record system to schedule various appointment types.
• Communicate necessary instructions to patients based on defined workflows for each appointment type.
• Cancel and reschedule appointments as needed, following established protocols.
• Pre-register patients who are new to the health system by capturing all required demographic and insurance information, per standard workflows.
• Validate demographic and insurance information for established patients.
• Document requests for prescription refills, lab orders, and test results, and process them in accordance with documented workflows and protocols.
• Assist with identifying and initiating necessary referrals for specialist appointments, procedures, and tests.
• Communicate with medical practices using defined communication methods on behalf of callers.
• Use the telephony platform, knowledge management system, and other contact center tools to complete daily work.
• Promote and encourage patient enrollment in self-service and digital patient access tools, such as the MyChart patient portal.
• Assist patients with MyChart account setup, password resets, and login troubleshooting.
• Provide guidance on secure messaging, online scheduling, and virtual visit setup.
• Troubleshoot technical issues related to MyChart, patient registration, and EMR access.
• Educate patients on the benefits of self-service tools, helping them navigate digital health solutions.
• Coordinate with IT support teams when technical issues require additional resolution.
• Address and resolve customer service issues promptly and professionally, ensuring patient satisfaction while maintaining patient confidentiality and adhering to HIPAA regulations.
• Communicate effectively with supervisors and team leads, following established protocols and guidelines.
• Maintain high standards of service quality by following best practices, actively participating in training, and continuously seeking improvement.
• Demonstrate genuine care and understanding for patients' needs and concerns, ensuring a compassionate and supportive interaction.
• Recognize and respond appropriately to the emotions of patients, maintaining a positive and empathetic demeanor.
• Actively support team initiatives, contributing to a culture of trust and transparency.
• Complete ongoing training to maintain competency in MyChart support, digital health tools, and changing workflows.
• Share insights and support team goals.
• Collaborate with colleagues to enhance overall performance.
• Suggest practical solutions to improve patient access services.
• Embrace continuous learning and professional development opportunities.
• Serve as a peer sponsor for associate agents to support their growth and development.

Benefits

• Eligible at 30+ hours per week
• Compensation: $20.43–$23.00 - $25.03 per hour, based on experience
• Remote work opportunity
• Flexible scheduling options

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees