Call Center & Patient Access Representative (CCR/PAR)

About the role

The Call Center and Patient Access Representative (CCR/PAR) plays a crucial role in improving patient experience and serving the diverse communities Promise Healthcare serves. This position is essential for ensuring smooth operations and patient satisfaction.

Responsibilities

• Serves as patient experience champion and patient advocate.
• Promptly answers calls and/or greets, assists, and directs patients and visitors in a pleasant and professional manner.
• Responsible for patient check-in, registration, and check-out when covering the front desk.
• Instructs patient/guardian of documentation required for visit. Verifies demographic and billing information to ensure accuracy on subsequent visits.
• Obtains patient demographic and insurance information, verifies insurance eligibility, and enters accurate information in the electronic health record.
• Navigates through insurance portals and accurately interprets coverage information such as the plan coverage description, copayment, primary care provider, etc.
• Assists patients with changing their primary care provider if applicable.
• Is proficient working with the sliding scale program and enters eligible patients into the sliding scale program and enter all necessary information in the electronic record.
• Collects and processes payment due for visit (co-pays and outstanding balances) and complete the daily cash reconciliation process.
• Schedules patient appointments in accordance with criteria established by Promise Healthcare.
• Performs appointment reminder calls.
• Manages a large volume of incoming calls on a multi-line phone system. Handles all calls politely and professionally and refers calls to the appropriate staff member when required.
• Communicates and coordinates with providers and/or clinical staff to ensure timely patient care.
• Records and relays messages to the appropriate staff member.
• Performs other duties as assigned.
• Responds to phone calls, messages, faxes, team chats, and emails.

Requirements

• High School Diploma required; college preferred.
• One to two years' experience working in healthcare setting strongly preferred.
• Bilingual (Spanish) language strongly preferred.

Qualifications

• Proficient in using electronic health record systems.
• Excellent communication skills, both verbal and written.
• Ability to handle multiple tasks simultaneously and manage a high volume of calls.
• Strong organizational and time management skills.
• Knowledge of healthcare policies and procedures.

Skills

• Excellent customer service skills.
• Strong problem-solving abilities.
• Effective multitasking and prioritization skills.
• Basic computer literacy, including proficiency with Microsoft Office applications.

Benefits

• Medical
• Dental
• Vision
• 401(k) with employer match
• FSA
• Vacation
• Sick Leave

Pay

$31,200 to $38,000 per year

Schedule

Flexible schedule to accommodate patient needs.