Description: The Bilingual Patient Access Call Center Spec is responsible for inbound/outbound calls of appointment scheduling, pre-registration, registration, and referrals management to ensure patient care is expedited and reimbursement is maximized for multiple clinic sites and the Access Resource Center. This position will focus on Spanish speaking inbound/outbound calls.

Typical Duties:

1. Prioritizes Spanish speaking inbound/outbound calls. Delivers a high quality patient experience through inbound and outbound call resolution within established protocols.
2. Appropriately mitigates issues, assists patients with needs and /or questions in a timely manner using Acknowledge, Introduce, Duration, Explanation and Thank You (AIDET) principles.
3. Interviews and updates the patient’s demographics, insurance, by phone or in person in a respectful, professional, accurate and efficient manner, obtaining all necessary demographic, financial and clinical information required to facilitate timely scheduling, registration and billing.
4. Utilizes critical thinking skills to determine if escalation is required to resolve individual patient situations and help identify trends requiring management intervention. Takes ownership and accountability to ensure issues presented on the call are handled effectively.
5. Maintains, coordinates and provides high level scheduling support for the Network utilizing the template format designed for each service area/physician and ensures referrals, pre-authorizations, pre-certifications have been accurately obtained as required by the patient’s payer.
6. Coordinates all diagnostic and ancillary scheduling; schedules appointments, selecting appropriate referral, provider, visit type and location to expedite patient access to care.
7. Performs, organizes, and streamlines operational tasks to reduce the potential for errors.
8. Assists Out of Network patients with financial questions and escalates to the appropriate party.
9. Provides information regarding services and provides additional assistance as needed.
10. Identifies existing Medical Record Number (MRN) or creates new MRN, taking care to avoid duplicates and overlays in accordance with National Patient Safety Goals.
11. Maintains productivity levels, with minimal errors, as established by department and Network standards.
12. Performs other related duties as assigned.