Patient Access Specialist- Morton/Peoria Float

Springfield Clinic • Peoria, AZ

19d

About The Position

The Patient Access Specialist (PAS) is the entry point for a welcoming experience for guests and their families, both by phone and in person. The role supports smooth guest flow and high data integrity by communicating with ancillary departments and Care Teams. The PAS manages daily administrative work for a group of physicians or staff, including answering phones, obtaining records, verifying patient information, scheduling appointments, entering charges, and collecting payments. The position emphasizes efficiency, customer experience, accurate workflows, and Springfield Clinic’s standards for hospitality and service.

Requirements

• High school graduate or GED preferred.
• Comfort with technology.
• Ability to establish and maintain meaningful, trusting relationships with associates, guests, and their families.
• Ability to listen actively, empathize, and resolve expressed and unexpressed needs of guests, families, and team members.
• Positive and professional attitude and dress.
• Ability to reason, interpret, and evaluate situations to provide assistance and resolve issues.
• Ability to seek opportunities to innovate and improve the experience for guests, families, and team members.
• Effective, proficient, and professional verbal and written communication skills.
• Ability to adapt communication style for audiences with diverse backgrounds and abilities.
• Ability to multitask accurately under pressure in a fast-paced environment.
• Excellent attendance.
• Intermediate computer skills and knowledge of computer software programs.
• Eligibility to take the Certified Medical Administrative Assistant (CMAA) exam through the National Healthcareer Association within one year of PAS employment; this is a voluntary growth opportunity.

Nice To Haves

• Administrative or technical background acquired through completion of 2–3 years of college.
• At least one year of medical office experience.

Responsibilities

• Answer incoming calls, determine callers’ needs, route calls to the appropriate area, and take messages as required.
• Assist guests with check-in, verify demographic and insurance information, and make updates as needed.
• Proactively provide guests, Care Team members, and other team members with information, direction, and hospitality.
• Assist guests with enrolling in the FollowMyHealth (FMH) portal and explain how to use it.
• Collect patient payments, provide accurate receipts, reconcile receipts with cash collected, and complete required balancing forms.
• Refer guests with questions about financial liability to appropriate resources.
• Schedule provider appointments according to provider-group procedures and maintain accuracy.
• Identify schedule capacity and analyze availability against guest demand to maximize provider efficiency and schedule utilization.
• Collaborate with onsite departments and Care Team members to coordinate scheduling and assist guests at the first point of contact.
• Document guest requests to the Care Team through the EHR.
• Work appropriate system reports for the assigned provider or provider group.
• Work the office bump list, wait list, normal letters, and overdue orders for the assigned provider or provider group.
• Identify process, policy, teamwork, and technology issues and work to implement solutions that improve the Associate and/or guest experience.
• Route emergency calls to the Care Team or TeleNurse according to emergency procedures.
• Pursue First Call Resolution by completing necessary outreach on behalf of guests or internal customers.
• Adhere to patient service standards and appropriate workflow processes.
• Model service excellence and support a positive front desk and/or call center atmosphere.
• Complete front desk and/or call center duties with a welcoming spirit and efficiency.
• Collaborate with team members to deliver an exceptional guest experience and support other departments as needed.
• Demonstrate attention to detail and cultivate a learning and teaching environment with team members.
• Remain current on departmental policies and procedures and follow Springfield Clinic’s Code of Conduct and Ethics Standards.
• Support team goals and objectives by being willing to assist and get the work done.
• Comply with Springfield Clinic’s incident reporting policy and procedures and complete required OSHA and Springfield Clinic training.
• Perform other job duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED