Patient Access Specialist- Contact Center (46747)

About the Role

The Patient Access Specialist provides exceptional customer service to CEENTA patients and referring providers through effective telephonic and virtual communication.

Responsibilities

• Collect, enter, and verify patient demographic and insurance information in the electronic health records (EHR) system
• Schedule, reschedule, or cancel patient appointments in the EHR system
• Act as a liaison between patients and CEENTA providers by documenting and appropriately routing patient triage requests in the EHR system
• Address patient issues and complaints directly or forward the matter to the appropriate Practice Manager or Compliance Officer
• Operate a multi-line telephone system
• Collect patient pre-payments and balances
• Demonstrate predictable, reliable, and prompt attendance
• Demonstrate compliance with the Employer’s policies and procedures, including work rules and emergency action plans
• Handle a stressful environment
• Work as a team and effectively communicate in a respectful manner with co-workers and patients
• Learn quickly, focus, and give attention to detail
• Perform other duties or tasks that may be assigned

Core Competencies

• Customer Service – Often the first contact a patient has with CEENTA, the specialist must demonstrate exemplary customer service to ensure a positive patient experience by engaging patients, being receptive and responsive to their needs, and addressing questions or concerns.
• Effective Communication – Communicate effectively and respectfully with patients and clinic staff in person, via phone, email, and EHR system messaging. Listen effectively and express ideas clearly and articulately.
• Information Collection & Management – Collect, organize, and monitor data accurately and efficiently, including Protected Health Information (PHI), in compliance with HIPAA.
• Multi-Tasking & Adaptability – Multi-task and adjust to changing demands and stressful situations while addressing patient needs.
• Personal & Professional Ethics – Maintain integrity, honesty, and adherence to professional ethics as delineated by CEENTA and federal regulations (e.g., HIPAA).

Qualifications

• High school diploma or equivalent required
• Minimum of one year related work experience
• Epic EHR experience preferred

Work Environment

The Patient Access Specialist functions in a corporate call center, routinely using standard office equipment such as computers, phones, photocopiers, and fax machines. The call center can be loud and distracting, requiring the ability to focus and stay on task.

Physical Demands

This is a largely sedentary role in which the employee is regularly required to sit, talk, or hear.

A Typical Day

As a Patient Access Specialist in the call center, you will answer an average of 115–125 incoming calls per day to address patient needs such as scheduling, rescheduling, or canceling appointments, relaying messages to providers and their staff, and answering general patient questions. The specialist is typically the first point of contact for CEENTA patients, so greeting each caller with a pleasant tone and polite disposition is imperative.