Patient Access Specialist Bilingual, M-F 9:30am-6pm (69318)

Summary Of Duties And Responsibilities

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

Primary Duties And Responsibilities

• 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.
• Folows HIPAA guidelines and OCHS Privacy policy and procedure.
• Ambles to handle patient/specialty complaints and seeks out manager assistance when needed.

Essential Functions

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

Qualifications

• 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.
• 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 Requirements, Special Skills Or Knowledge

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