Patient Access Specialist (70135)

We need to output HTML fragment with sections using

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. The posting includes: Department, Position, Employee Category, Reporting Relationship, Character Qualities, Summary Of Duties And Responsibilities, Primary Duties And Responsibilities, Essential Functions, Qualifications Requirements..., Preferred Requirements... No explicit Benefits, Pay, Schedule. So we should not include those sections. We need to decide which headings to use: About the role (maybe summary), Responsibilities (duties), Requirements (qualifications), Skills (maybe character qualities?), but we must not invent filler. We need to preserve all substantive info. We can structure:

About the role

Department: Patient Access. Position: Specialist, Patient Access. Employee Category: Non-Exempt. Reporting Relationship: Patient Access Supervisor.

Responsibilities

• ... list duties from Summary and Primary Duties...

Requirements

High School Diploma or GED. Computer experience, competency in data entry-business applications. Direct experience working with the public in customer service role in retail or phone. Expert communication-listening skills. Experience working with confidential information. Expert organizational skills - able to concentrate, and prioritize work in an active environment. Expert communication skills-ability to handle conflict, critical thinking and empathy-patient and customer service focused.

Preferred Qualifications

maybe use Skills? But we have a heading Skills. Could put preferred qualifications under Skills. However we need to avoid filler. The posting includes "Preferred Requirements, Special Skills Or Knowledge". That's substantive. So we can have a section Skills (or Preferred Qualifications). The instruction says use headings like Skills. So we can put preferred qualifications under Skills. Thus:

Skills

• Medical Assistant experience.
• Experience with direct patient care.
• Bilingual (Spanish/English).
• Background knowledge of a medical environment.
• Understands medical terminology.
• Tele-marketing or previous call center experience.
• Experience OCHIN/EPIC.
• Patient Service Representative experience.
• Patient Access Specialist experience.

We also have Character Qualities: Attentiveness, Discernment, Resourcefulness, Responsibility. Could be placed under Skills or maybe under About the role? But they are character qualities, could be part of Skills. However we already used Skills for preferred qualifications. Could we add another section like "Character Qualities"? Not in allowed headings list. The allowed headings are About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to fit character qualities into one of those. Perhaps under Skills we can include both preferred qualifications and character qualities. Or we could put them under Qualifications? But Qualifications is for requirements. Better to put them under Skills as they are soft skills. Thus Skills section will contain both character qualities and preferred qualifications. We need to ensure we don't repeat job title as heading. Already not. We must not include boilerplate like EEO etc. Not present. We need to preserve all substantive info: include essential functions (lift 25 pounds, sit for long periods). Where to put? Could be under Responsibilities or maybe under Requirements? It's a physical requirement. Could be under Requirements (maybe as part of Qualifications). But Qualifications heading is for requirements; we already used Requirements for mandatory qualifications. Could add essential functions there as well. However we already have Requirements section with list of mandatory qualifications. We could add essential functions as bullet points under Requirements. But we must not invent headings. We have Requirements (mandatory). Could add essential functions as part of Requirements. Thus Requirements section will contain both mandatory qualifications and essential functions. Let's compile. Mandatory qualifications list from "Qualifications Requirements, Special Skills or Knowledge:" includes: - High School Diploma or GED. - Computer experience, competency in data entry-business applications. - Direct experience working with the public in customer service role in retail or phone. - Expert communication-listening skills. - Experience working with confidential information. - Expert organizational skills - able to concentrate, and prioritize work in an active environment. - Expert communication skills-ability to handle conflict, critical thinking and empathy-patient and customer service focused. Essential Functions: - Must be able to lift 25 pounds. - Able to sit for long periods of time. We'll include those as bullet points under Requirements. Now Responsibilities: combine Summary Of Duties And Responsibilities and Primary Duties And Responsibilities. We need to list duties as bullet points. Let's extract duties: From Summary: - Perform duties, under direction of Patient Access Supervisor, in scheduling and providing assistance to patients to access Variety Care services throughout all clinics. - Provides excellent customer service. - Answers telephones in a timely fashion. - Facilitates appointments. - Follows all operational and clinical guidelines to provide service excellence. - Communicates with Care teams to support an efficient delivery of care. - Familiar with all services provided within our clinics and provides patient access through scheduling of appointments, telehealth services or connection to key resource departments. From Primary Duties: - Provides excellent customer service and appropriate telephone etiquette at all times and schedules the patient based on their needs. - Provides good verbal communication through active listening skills; personalized and attentive service and a caring and thoughtful attitude. - Manages all incoming telephone calls and represents the VC health center as a first point of contact with a pleasant and professional demeanor. - Strives to consistently meets and/or exceeds individual Patient Access performance measures. - Proficient in EPIC (EMR) scheduling and Patient Access workflows to ensure appropriate documentation in patient communication, inbasket messaging, and patient data. - Utilizes screening tools such as Symptom Screener to ensure patient acuity is assessed for the most appropriate service. - Attends employee meetings and staff trainings to ensure continuous quality improvement in job performance. - Obtains accurate and required information/documentation from patient at time of call. - Utilizes Patient Access LEADS in coaching opportunities, job training, daily questions. - Follows HIPAA guidelines and OCHS Privacy policy and procedure. - Assures that office equipment is in good working order. - Notifies appropriate staff members if problems arise. - Able to handle patient/specialty complaints and seeks out manager assistance when needed. - Embodies the strength of personal character. Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment. - Must be a leader in the department and community. - Result-oriented problem solver who is responsible and accountable. - Supports Variety Care’s accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable. - Provide leadership and work with all staff to achieve the goals of the “Triple Aim” of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs. - Performs Other duties as assigned. We need to avoid duplication; some points repeat like excellent customer service appears multiple times. We can consolidate but must preserve all substantive information; we can combine similar points but not lose info. It's okay to deduplicate as long as we keep the meaning. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Deduplication might be considered summarizing away detail? Might be okay if we keep the info but not repeat same sentence. Safer to keep each bullet but we can combine similar points into one bullet that captures both. However risk of losing nuance. Better to keep each distinct bullet, even if some overlap, but we can avoid exact duplicate sentences. Let's list distinct duties: 1. Perform duties under direction of Patient Access Supervisor in scheduling and providing assistance to patients to access Variety Care services throughout all clinics. 2. Provide excellent customer service. 3. Answer telephones in a timely fashion. 4. Facilitate appointments. 5. Follow all operational and clinical guidelines to provide service excellence. 6. Communicate with Care teams to support efficient delivery of care. 7. Be familiar with all services provided within clinics and provide patient access through scheduling appointments, telehealth services, or connection to key resource departments. 8. Provide appropriate telephone etiquette at all times and schedule patients based on their needs. 9. Provide good verbal communication through active listening skills; personalized and attentive service; caring and thoughtful attitude. 10. Manage all incoming telephone calls and represent the VC health center as a first point of contact with a pleasant and professional demeanor. 11. Strive to consistently meet and/or exceed individual Patient Access performance measures. 12. Be proficient in EPIC (EMR) scheduling and Patient Access workflows to ensure appropriate documentation in patient communication, inbasket messaging, and patient data. 13. Utilize screening tools such as Symptom Screener to ensure patient acuity is assessed for the most appropriate service. 14. Attend employee meetings and staff trainings to ensure continuous quality improvement in job performance. 15. Obtain accurate and required information/documentation from patient at time of call. 16. Utilize Patient Access LEADS in coaching opportunities, job training, daily questions. 17. Follow HIPAA guidelines and OCHS Privacy policy and procedure. 18. Assure office equipment is in good working order; notify appropriate staff if problems arise. 19. Handle patient/specialty complaints and seek manager assistance when needed. 20. Embodies strength of personal character; value being an open and honest communicator displaying high moral and ethical conduct, integrity, adaptability, sound judgment. 21. Be a leader in the department and community. 22. Be a result-oriented problem solver who is responsible and accountable. 23. Support Variety Care’s accreditation as a Patient Centered Medical Home and commitment to provide care that is Safe, Effective, Patient Centered, Timely, Efficient, Equitable. 24. Provide leadership and work with all staff to achieve Triple Aim goals: improve experience of care, improve health outcomes, decrease healthcare costs. 25. Perform other duties as assigned. That's a lot but okay. Now About the role: include department, position, employee category, reporting relationship, character qualities? Actually character qualities we placed in Skills. But we could also include them in About the role. However we need to avoid duplication. We'll put character qualities in Skills. Thus About the role: Department: Patient Access. Position: Specialist, Patient Access. Employee Category: Non-Exempt. Reporting Relationship: Patient Access Supervisor. Now Skills: include character qualities and preferred qualifications. Character qualities list: Attentiveness-Showing the worth of a person or task by giving my undivided concentration. Discernment- Understanding the deeper reason why things happen. Resourcefulness- Making wise use of what others might overlook or disregard. Responsibility- Knowing and doing what is expected of me. Preferred qualifications list as earlier. We'll combine them in Skills section as bullet points. Now Requirements: mandatory qualifications + essential functions. Let's list mandatory qualifications bullet points: - High School Diploma or GED. - Computer experience, competency in data entry-business applications. - Direct experience working with the public in customer service role in retail or phone. - Expert communication-listening skills. - Experience working with confidential information. - Expert organizational skills - able to concentrate, and prioritize work in an active environment. - Expert communication skills-ability to handle conflict, critical thinking and empathy-patient and customer service focused. Essential functions: - Must be able to lift 25 pounds. - Able to sit for long periods of time. We'll include them as bullet points under Requirements. Now output HTML fragment. We need to use

for each section heading,

• for lists,

  for prose. We'll have:

  About the role

  Department: Patient Access. Position: Specialist