Patient Access Specialist

VARIETY CARE INC•Oklahoma City, OK

8d•Onsite

About The Position

The Patient Access Specialist works under the direction of the Patient Access Supervisor to schedule appointments and help patients access Variety Care services across its clinics. The role provides customer service by answering telephone calls promptly, determining patients’ needs, scheduling appointments, supporting access to telehealth services, and connecting patients with appropriate resource departments. The specialist works with care teams and follows operational and clinical guidelines to support efficient, safe, and patient-centered service delivery. The position requires professional and empathetic communication, accurate collection and documentation of patient information, and familiarity with clinic services and Patient Access workflows. The specialist uses EPIC and screening tools to support scheduling, patient communication, and appropriate assessment of patient acuity. The role also contributes to performance improvement, staff training, and Variety Care’s commitment to equitable, effective, and timely care.

Requirements

Bilingual in Spanish and English.
High school diploma or GED.
Computer experience and competency in data entry and business applications.
Direct experience working with the public in a customer service role, such as retail or telephone-based service.
Expert listening and communication skills.
Experience working with confidential information.
Strong organizational skills, including the ability to concentrate and prioritize work in an active environment.
Ability to handle conflict, think critically, and demonstrate empathy in a patient- and customer-service-focused role.
Ability to lift 25 pounds and sit for long periods.

Nice To Haves

Medical Assistant experience.
Experience with direct patient care.
Background knowledge of a medical environment.
Understanding of medical terminology.
Telemarketing or previous call center experience.
Experience with OCHIN/EPIC.
Patient Service Representative experience.
Patient Access Specialist experience.

Responsibilities

Provide excellent customer service and professional telephone etiquette, and schedule patients according to their needs.
Manage incoming calls as a first point of contact for the Variety Care health center.
Use active listening and a caring, thoughtful approach to provide personalized service.
Meet or exceed individual Patient Access performance measures.
Use EPIC scheduling and Patient Access workflows to document patient communications, inbasket messages, and patient data appropriately.
Use screening tools such as the Symptom Screener to assess patient acuity and identify the appropriate service.
Obtain accurate and required information and documentation from patients during calls.
Communicate with care teams to support efficient care delivery and connect patients with appointments, telehealth services, or resource departments.
Attend employee meetings and staff training to support continuous quality improvement.
Use Patient Access LEADS for coaching, job training, and daily questions.
Follow HIPAA guidelines and OCHS privacy policies and procedures.
Ensure office equipment is in good working order and notify appropriate staff of problems.
Handle patient or specialty complaints and seek manager assistance when needed.
Support Variety Care’s Patient Centered Medical Home accreditation and its commitment to safe, effective, patient-centered, timely, efficient, and equitable care.
Provide leadership and collaborate with staff to support the healthcare reform Triple Aim: improving care experience and health outcomes while decreasing healthcare costs.
Perform other duties as assigned.