Patient Access Specialist- Morton/Peoria Float

Springfield Clinic•Peoria, IL

5h•$17 - $24•Onsite

About The Position

The Patient Access Specialist (PAS) provides a welcoming experience for guests and their families by phone and in person. The role supports smooth guest flow and high data integrity through communication with ancillary departments and Care Teams. Responsibilities include supporting the daily work schedule for physicians and staff by answering phones, obtaining records, verifying patient information, scheduling appointments, entering charges, and collecting payments. Improving efficiency and the customer experience is central to success in this role. The position reports to the Operations Manager and floats between Morton and Peoria.

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 address expressed and unexpressed needs.
Positive and professional attitude and appearance.
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, with the ability to adapt communication to diverse audiences and abilities.
Ability to multitask accurately under pressure in a fast-paced environment.
Excellent attendance.
Intermediate computer skills and knowledge of computer software programs.

Nice To Haves

Administrative or technical background acquired through completion of 2–3 years of college.
At least one year of medical office experience.
Eligibility to take the Certified Medical Administrative Assistant (CMAA) exam within one year of PAS employment; this is a voluntary growth opportunity.

Responsibilities

Answer incoming calls, identify callers’ needs, route calls to the appropriate area, and take messages as needed.
Assist guests with check-in, verify demographic and insurance information, and update it as needed.
Provide information, direction, and hospitality to guests, Care Team members, and other team members.
Help guests enroll 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, identify schedule capacity, and assess availability to support guest demand and provider efficiency.
Collaborate with onsite departments and Care Team members to coordinate scheduling and assist guests at their 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 and help resolve issues with processes, policies, teamwork, and technology to improve the associate and 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.
Follow patient service standards and appropriate workflow processes.
Support a positive front desk or call-center atmosphere and complete duties with a welcoming spirit and efficiency.
Collaborate with team members to deliver an exceptional guest experience and demonstrate attention to detail.
Cultivate a learning and teaching environment with team members.
Support other departments as needed and assist the team in meeting departmental goals and objectives.
Remain current on departmental policies and procedures and comply with Springfield Clinic’s Code of Conduct and Ethics Standards.
Comply with incident-reporting policies and procedures and required OSHA and Springfield Clinic training.
Perform other duties as assigned.
Become eligible to sit for the Certified Medical Administrative Assistant (CMAA) exam through the National Healthcareer Association within one year of PAS employment; this is a voluntary growth opportunity.