Primary Care Access Rep

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Responsibilities

• Promptly delivers quality and accurate customer service by answering a high volume of incoming calls and obtains all required information from the caller.
• Schedules patient appointments, procedures, and/or exams within the YNHHS aligned clinician enterprise and resolves scheduling conflicts, in compliance with scheduling protocols.
• Greets callers professionally, provides necessary information/instruction, educates them on appointment/exam preparation, answers inquiries and concerns, and provides guidance related to insurance referrals or authorizations as needed.
• Screens, verifies, and obtains patient information to ensure accuracy when scheduling appointments, procedures, and/or exams.
• Reschedules or cancels appointments as requested and notifies and/or confirms the change based on patient or provider request.
• Utilizes various computer applications and scheduling software, to schedule multiple appointments within the YNHHS aligned clinician enterprise across multiple modalities.
• May perform other duties as assigned.
• Highly knowledgeable in all aspects of the department's scheduling requirements and able to assist others as needed.

Qualifications

• Education: High school graduate or GED required.
• Experience: Minimum of one (1) year experience in a high-volume patient scheduling customer service environment or comparable administrative experience required. Prior experience working within a physician's office/medical practice, hospital, or health system and familiarity with a call center and appointment scheduling preferred.
• Special Skills: Experience with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint); Ability to comply with the Health Insurance Portability and Accountability Act (HIPAA) while discreetly handling confidential and sensitive patient information; Ability to work effectively and efficiently within a team; Intermediate knowledge of medical terminology and understanding of different payor types (Medicare, Medicaid, PPO, HMO, etc.); Excellent organizational, multi-tasking, communication, interpersonal, problem-solving, customer service, and listening skills with a strong attention to detail; General knowledge of office procedures and operations and knowledge of working within an Electronic Medical Records (EMR) system; Demonstrates professional, accurate, effective, and tactful written, verbal, and nonverbal communication with patients, providers, colleagues, and other departments/areas within the YNHHS aligned clinician enterprise; Accepts and handles unexpected situations and changes calmly and with confidence; adapts in a positive and productive manner; Ability to accurately prepare and maintain records, files, reports, and correspondence with minimal errors.
• Physical Demands: Work is performed in a remote or office-based environment and requires the ability to operate standard office equipment.