Senior Patient Access Assistant

THRIVE Wellness and Recovery Inc•City of Watertown, NY

3d•$21 - $22

About The Position

The Senior Patient Access Assistant is the primary point of contact for Patient Access Assistants, patients, visitors, and outside entities. As an initial representative of THRIVE, the role helps establish a welcoming and professional experience while providing clerical, administrative, and team support for efficient outpatient front desk operations, patient engagement, and quality care. The position leads and supports the patient access team, coordinates daily central intake, trains and coaches staff, provides guidance, and contributes to quality improvement, productivity management, and workflow coordination. It also performs patient access and front desk functions, including registration, insurance verification, payment collection, appointment scheduling, phone coverage, lobby support, visitor assistance, and maintaining clinical records and documentation in accordance with confidentiality requirements. The role directly supervises Patient Access Assistants and carries out supervisory responsibilities consistent with organizational policies and applicable laws. Schedule: Full-time, Monday, Wednesday, and Friday 8 a.m.–5 p.m.; Tuesday and Thursday 9 a.m.–6 p.m.

Requirements

An associate’s degree in human services or a closely related field, or equivalent experience.
At least one year of job-related experience providing medical, mental health, or substance-use-focused services to individuals with chronic medical conditions and/or severe and persistent mental illness; alternatively, two years of medical office experience and one year of leadership experience.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Ability to communicate clearly, listen, de-escalate concerns, and maintain professional relationships.
Ability to maintain accurate clinical records and follow 42 CFR/HIPAA regulations and confidentiality protocols.
Ability to stay organized, maintain focus, and meet objectives on time.

Nice To Haves

Two years of supervisory experience.

Responsibilities

Lead the patient access team in coordinating and managing daily central intake duties as defined by leadership.
Train, coach, and support Patient Access Assistants to promote efficient workflows and high-quality patient care.
Provide corrective guidance to Patient Access Assistants when needed and escalate concerns appropriately.
Address face-to-face situations using listening, clear communication, and de-escalation skills to resolve concerns and support positive outcomes.
Work with the supervisor to participate in cross-training with other staff and departments.
Provide input to the Patient Access Coordinator regarding staff performance for the annual performance review process.
Support quality improvement, productivity management, and workflow coordination.
Lead by example, demonstrating professionalism, accuracy, organization, and respectful communication.
Check patients in and out; verify insurance; collect payments; schedule appointments; answer phones; and monitor incoming patients for health screenings as needed.
Answer phone calls and redirect them to appropriate staff members as necessary.
Engage, coach, motivate, and support individuals through initial phone contact or the open access process to improve retention and potential for success.
Establish and maintain professional relationships with individuals seeking agency services and current patients to facilitate treatment engagement and retention.
Assist with the dispensation lobby, check in patients, monitor the lobby, and call patients back to meet with staff.
Schedule appointments for all programs within the outpatient clinic.
Provide general support and information to visitors.
Set up and maintain clinical records to initiate services, including demographics, insurance, billing, and basic health information; routinely verify demographics and update charts.
Perform clerical duties, including monitoring department email and fax machines, answering calls, scanning information into electronic health records, and signing visitors in and out.
Maintain a professional environment in waiting areas by recognizing and addressing situations that need one-on-one attention.
Use problem-solving and best practices when working with provider schedules.
Maintain clinical documentation in accordance with 42 CFR/HIPAA regulations and confidentiality protocols, recording each interaction with every patient served.
Attend staff meetings, in-service sessions, and conferences or trainings as assigned.
Maintain a positive and respectful attitude, sharp focus, and strong organization to meet objectives on time.
Convey information within and between agencies and communicate changes and conflicts to the team.
Perform other related duties as assigned; management may add or change duties at any time.
Directly supervise Patient Access Assistants, including interviewing, hiring, training, planning and assigning work, directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.