Bilingual Patient Access Call Center Specialist - ARC

Job Summary

The Bilingual Patient Access Call Center Specialist - ARC is responsible for inbound/outbound calls of appointment scheduling, specified elements of pre-registration, registration, and referrals management to ensure patient care is expedited and reimbursement is maximized for multiple clinic sites and the Access Resource Center, and payment collections where appropriate.

Essential Job Functions & Accountabilities

• Prioritizes foreign language speaking inbound/outbound calls based upon specified bilingual capabilities.
• Delivers a high-quality patient experience through inbound and outbound call resolution within established protocols.
• Appropriately mitigates issues and assists patients with needs and /or questions in a timely manner using Acknowledge, Introduce, Duration, Explanation and Thank You (AIDET) principles.
• Interviews and updates the patient’s demographics, and insurance, by phone in a respectful, professional, accurate and efficient manner, obtaining all necessary demographic, financial and clinical information required to facilitate timely scheduling and registration; collects payments where appropriate and performs elements of pre-registration.
• Congnitionally coordinates and schedules appointments, selects appropriate referral, provider, visit type and location to expedite patient access to care, to minimize “no shows” and maximize reimbursement.
• Accurately identifies patient and registers JPS patients while maintaining regulatory and functional knowledge of all information required to register patient types in database ensuring timely and accurate reporting/billing.
• Provides awareness as needed related to notice of privacy practices, patient rights and responsibilities, MyChart enrollment, etc.
• Collects patient owed cost sharing amounts (copays, deductibles, coinsurance, full costs [non-covered/self-pay]) in accordance with ARC Standard Operating Procedures.
• Reconciles case drawer at end of shift.
• Utilizes critical thinking skills to determine if escalation is required to resolve individual patient situations and help identify trends requiring management intervention.
• Takes ownership and accountability to ensure issues presented on the call are handled effectively.
• Maintains, coordinates and provides high level scheduling support for the Network utilizing the template format designed for each service area/physician and ensures referrals, pre-authorizations, pre-certifications have been accurately obtained as required by the patient’s payer.
• Schedules appointments, selecting appropriate referral, provider, visit type and location to expedite patient access to care.
• Performs, organizes, and streamlines operational tasks to reduce the potential for errors.
• Assists Out of Network patients with financial questions and escalates to the appropriate party.
• Provides information regarding services and provides additional assistance as needed.
• Identifies existing Medical Record Number (MRN) or creates new MRN, taking care to avoid duplicates and overlays in accordance with National Patient Safety Goals.
• Maintains productivity levels, with minimal errors, as established by department and Network standards.
• Provides the highest level of care to our patients by complying with JPS Health Network’s attendance and punctuality procedure.
• May be required to work beyond normal scheduled shifts.

Qualifications

• High School Diploma, GED, or equivalent.
• 1 plus years of practical experience with computer programs and/or applications.
• Required to pass assigned training knowledge and application exit exam within 30 days of hire.
• Bilingual (fluent in English and additional language as specified through the hiring process).
• Must successfully pass a specified foreign language oral assessment within 60 days of hire. Team member will have 2 opportunities within the first 60 days of hire to pass the required oral assessment.