Patient Access Specialist- Contact Center (46747)

CHARLOTTE EYE EAR NOSE AND THROAT ASSOCIATES PA•Charlotte, NC

149d•Hybrid

About The Position

The Patient Access Specialist provides exceptional customer service to CEENTA patients and referring providers through effective telephonic and virtual communication. This role involves collecting, entering, and verifying patient demographic and insurance information, scheduling/rescheduling/canceling appointments, acting as a liaison between patients and providers, addressing patient issues, operating a multi-line telephone system, and collecting patient pre-payments and balances. The position requires predictable, reliable, and prompt attendance, compliance with employer policies, the ability to handle a stressful environment, work effectively in a team, communicate respectfully, learn quickly, focus, and pay attention to detail. The role is largely sedentary and functions in a corporate call center environment which can be loud and distracting. After successful completion of six months on site and meeting required productivity metrics, the position will be eligible to work from home.

Requirements

High school diploma or equivalent required
Minimum of one year related work history
Ability to handle a stressful environment
Ability to work as a team and effectively communicate in a respectful manner with co-workers and patients
Ability to learn quickly, focus, and give attention to detail
Customer Service skills: engaging patients, being receptive and responsive to their needs, and appropriately addressing any patient questions or concerns.
Effective Communication skills: communicate effectively and respectfully with patients and clinic staff in person, via phone, via email, and via EHR system messaging. Should be able to listen effectively and express themselves in a clear and articulate manner.
Information Collection & Management skills: able to collect, organize, and monitor data accurately and efficiently. This data includes Protected Health Information (PHI), which must be handled in compliance with the Health Insurance Portability & Accountability Act (HIPAA).
Multi-Tasking & Adaptability: able to multi-task and adjust their approach to meet changing demands and stressful situations while simultaneously addressing patient needs.
Personal & Professional Ethics: integrity and honesty. Adherence to professional ethics as delineated by CEENTA and federal regulations (e.g. HIPAA) is required.

Nice To Haves

Epic EHR experience preferred

Responsibilities

Collect, enter, and verify patient demographic and insurance information in the electronic health records (EHR) system
Schedule/Reschedule/Cancel patient appointments in the EHR system
Act as a liaison between patients and CEENTA providers by documenting and appropriately routing patient triage requests in the EHR system
Address patient issues and complaints directly or forward the matter to the appropriate Practice Manager or Compliance Officer
Operate a multi-line telephone system
Collect patient pre-payments and balances
Demonstrate predictable, reliable, and prompt attendance
Demonstrate compliance with the Employer’s policies and procedures, including work rules and emergency action plans
Answer an average of 115 - 125 incoming calls per day to address patient needs such as scheduling, rescheduling, or canceling appointments, relaying messages to providers and their staff, and answering general patient questions.
Greet each caller with a pleasant tone and polite disposition.