Patient Access Specialist (70478)

VARIETY CARE INC•Oklahoma City, OK

21d•Onsite

About The Position

The Patient Access Specialist schedules appointments and assists patients in accessing Variety Care services across its clinics, under the direction of the Patient Access Supervisor. The role provides customer service as a first point of contact, answers telephone calls, connects patients with appointments, telehealth services, and appropriate resource departments, and communicates with care teams to support efficient care delivery. The specialist follows operational and clinical guidelines and uses patient screening tools to help identify the most appropriate service.

Requirements

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 customer service.
Expert listening skills.
Experience working with confidential information.
Strong organizational skills, including the ability to concentrate and prioritize work in an active environment.
Strong communication skills and the ability to handle conflict, think critically, and demonstrate empathy in a patient- and customer-service-focused role.
Ability to lift 25 pounds.
Ability to sit for long periods of time.

Nice To Haves

Medical Assistant experience.
Experience with direct patient care.
Bilingual Spanish/English.
Background knowledge of a medical environment.
Understanding of medical terminology.
Telemarketing or previous call center experience.
OCHIN/EPIC experience.
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 telephone calls as a first point of contact for the health center.
Use active listening, personalized service, and a caring, thoughtful approach when communicating with patients.
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 most appropriate service.
Obtain accurate and required information and documentation from patients during calls.
Attend employee meetings and staff trainings to support continuous improvement in job performance.
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 when problems arise.
Handle patient and specialty complaints and seek assistance from a manager when needed.
Support Variety Care’s Patient Centered Medical Home accreditation and its commitment to safe, effective, patient-centered, timely, efficient, and equitable care.
Work with staff to support the healthcare Triple Aim: improving care experience and health outcomes while decreasing healthcare costs.
Perform other duties as assigned.