Patient Access Specialist Bilingual, M-F 2:00PM -6:00PM (69597)

About the Role

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, and 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 clinics and provides patient access through scheduling of appointments, telehealth services, or connection to key resource departments.

Responsibilities

• Provides excellent customer service and appropriate telephone etiquette at all times; schedules patients based on their needs.
• Provides good verbal communication through active listening skills; personalized and attentive service with a caring and thoughtful attitude.
• Manages all incoming telephone calls and represents the health center as a first point of contact with a pleasant and professional demeanor.
• 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 assess patient acuity 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 patients at the time of the call.
• Utilizes Patient Access LEADS for coaching opportunities, job training, and daily questions.
• Follows HIPAA guidelines and OCHS Privacy policy and procedure.
• Ensures office equipment is in good working order and notifies appropriate staff if problems arise.
• Handles patient/specialty complaints and seeks manager assistance when needed.
• Embodies personal character, values open and honest communication, and displays high moral and ethical conduct, integrity, adaptability, and sound judgment.
• Supports Variety Care’s accreditation as a Patient Centered Medical Home and commitment to provide care that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable.
• Provides leadership and works with all staff to achieve the goals of the “Triple Aim” of healthcare reform: improving care experience, health outcomes, and decreasing healthcare costs.
• Performs other duties as assigned.

Essential Functions

• Must be able to lift 25 pounds.
• Able to sit for long periods of time.

Requirements

• High School Diploma or GED.
• Computer experience, competency in data entry and business applications.
• Direct experience working with the public in a customer service role (retail or phone).
• Expert communication and 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

• 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 with OCHIN/EPIC.
• Patient Service Representative experience.
• Patient Access Specialist experience.

Character Qualities

• Attentiveness: Showing the worth of a person or task by giving 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.