Patient Access Associate Lead (Full-Time) - Urgent Care (Boulder, CO)

About the Role

Boulder Medical Center (BMC) is seeking customer service-oriented candidates to join our collaborative Patient Access team in Urgent Care as our Lead Patient Access Associate. This role is ideal for individuals who are friendly, organized, and passionate about creating a positive first impression for patients.

Responsibilities

• Check patients into the Urgent Care, evaluating patient needs to determine appointment type.
• Update insurance information and collect co-pays from patients; provide receipts to patients when requested.
• In addition to phones and scheduling, identify other needs of the department including but not limited to working recall plans per protocol, printing daily schedules if requested by the clinical team or providers, working daily reports, maintaining a neat and clean work area and patient lobby, ordering reception supplies, and updating provider on-call calendars in Outlook.
• Recognize when to involve, in the appropriate manner, the Patient Access Supervisor and/or Manager, Business Office, Provider, Practice Manager, Patient Advocate, I.T., etc. for assistance with a patient, per department protocol.
• Inform patients of schedule delays greater than 15 minutes; maintain open communication with nurses and providers regarding delays in schedule.
• Inform the Patient Advocate or Supervisor when a potential problem is communicated by the patient regarding provider-patient relationship or regarding patient concern with care rendered by the provider.
• Oversee daily operations: Direct the day-to-day operations of the department, ensuring smooth functioning in collaboration with providers and the Practice Manager.
• Staffing and scheduling: Ensure optimal staffing levels and manage personnel schedules; communicate schedule changes promptly to ensure effective operation of the practice with appropriate adjustments to meet workflow needs.
• Workflow and guidelines: Participate actively in creating or revising guidelines for prioritizing and performing work activities; regularly assess the effectiveness of these guidelines within the practice.

Qualifications

• High school diploma or equivalent.
• One (1) year of previous work experience involving public contact, preferably with heavy phone experience.
• Must use good judgment, professionalism and discretion when screening telephone calls, answering inquiries and relaying appropriate information.
• Ability to work under pressure and maintain phone etiquette using tact and diplomacy.
• Excellent customer service and communication skills.
• Strong computer and data entry skills.
• Strong grammar and spelling ability as well as the ability to read, write and understand the English language.
• Neat, well-groomed appearance and courteous manner.

Preferred Qualifications

• Associates Degree or some college coursework in Business or Healthcare Administration.
• Knowledge of medical terminology and HIPAA compliance.
• Previous experience with patient scheduling in a hospital or clinic setting.
• Bi-lingual ability (Spanish).

Pay & Schedule

• This position works Monday - Friday, full time 40 hours a week.
• The starting hourly pay range for this position is $18.50 - $23.12/hour.

Benefits

• Full-time employees are eligible for medical/dental/vision, flexible spending, and company-paid life insurance as well as several voluntary benefit options, 401(k), Paid Time Off (PTO) and six (6) paid holidays annually.