PATIENT ACCESS SPECIALIST

AVOW HOSPICE INC•Naples, FL

43d•$21 - $24•Onsite

About The Position

The Patient Access Specialist is responsible for supporting seamless patient transition into the agency’s services by interfacing with hospitals, facilities, physicians, and families to coordinate and process patient referrals. This role acts as the primary in-office customer service contact in the Patient Access Center via telephone with referrals for patient care from hospitals, facilities, physicians, families, and other sources in the community. The specialist responds immediately to communication regarding potential referrals for services with an extremely customer-friendly and professional service orientation at all times. They develop and maintain good working relationships with physician offices, hospital staff, facility staff, and other referring agencies. The role involves contacting patients and families as soon as possible after a referral is received, scheduling appointments for Admissions Care Coordinators, and performing follow-up calls. The Patient Access Specialist gathers pertinent patient information for referrals and admissions, including financial, brief medical history, contact, and demographic information, and serves as a liaison between referral sources and the agency regarding patient referrals. They maintain continuous communication with Admissions Care Coordinators, manage the E-Board for call recording and appointment scheduling, and enter all demographic and billing information into the Electronic Medical Record (EMR). The position also involves tracking and reporting referral statuses, assembling and scanning legal documents and medical records into the EMR, providing information on Avow hospice services and benefits, performing workflow tasks, checking billing coordination notes, informing physicians of hospice admissions, and communicating daily schedules to Admission Nurses. Additionally, the role involves ordering medical equipment, collaborating with management and marketing, and performing other assigned duties.

Requirements

Associates Degree; or one to two years related experience and/or training; or equivalent combination of education and experience.
Experience working in a customer-facing role in a healthcare environment preferred, with knowledge of basic medical terminology.
Knowledge of basic typing skills, data entry and word processing software.
Database, excel software and general knowledge of e-mail is required.
Ability to use standard office equipment (phone, fax, copier, and scanner) and Microsoft Office products including email, word and Excel documents.
Must have exceptional interpersonal and customer service skills via telephonic communications.
Able to effectively present information and respond to questions from groups, clients, customers, and the general public.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Valid Florida Driver’s License

Nice To Haves

Proficiency with EMR software desired.
Bi-lingual Spanish language skills preferred.

Responsibilities

Acts as the primary in-office customer service contact in the Patient Access Center via telephone with referrals for patient care from hospitals, facilities, physicians, families, and other sources in the community.
Responds immediately to communication regarding potential referrals for services with an extremely customer friendly and professional service orientation at all times.
Develops and maintains good working relationships with physician offices, hospital staff, facility staff, and other referring agencies.
Contacts patient and family as soon as possible after referral is received.
Schedules all appointments for the Admissions Care Coordinators same day if appropriate or as soon as possible.
Performs all follow up calls and schedules these potential clients for visits.
Gathers pertinent patient information for referrals and admissions to include financial, brief medical history, contact information, physician order if needed and demographic information necessary to facilitate the admission process.
Serves as a liaison between referral sources and agency regarding referral of patients who need direct admission or who need home care services upon discharge from the hospital.
Maintains continuing communication with Admissions Care Coordinators to ensure completion of referral and admission requirements.
Maintains E-Board to ensure all incoming calls are recorded and appointments scheduled.
Enters all demographic and billing information into the Electronic Medical Record (EMR) for every inquiry, referral, and admission.
Tracks and reports all inquiries, cancelled referrals, pending referrals, and non admits (NTUCs), indicating specific reason code for not being admitted.
Assembles all pertinent legal documents and medical records and scans into EMR.
Provides timely and accurate information on Avow hospice services and hospice benefits.
Performs workflow tasks and checks continuously, assigning visits and processing workflow.
Checks billing coordination notes and processes.
Informs referring and consulting physicians of hospice admission.
Informs Admission Nurses daily of scheduled appointments and throughout the day.
Enters patient information into EMR.
Orders medical equipment through Hospice Link when necessary.
Works closely with management, marketing, and peers to support the day-to-day operations of the team, working with Patient Access Manager to facilitate discussion about referrals during the referral-to-admission process.
Performs other duties as assigned.