PEDIATRIC EAR, NOSE & THROAT OF ATLANTA, P.C.

POSITION PROFILE: Front Office

POSITION TITLE: Patient Access Representative

REPORTS TO: Administrator/Operations Manager

__________________________________________________________________________________________________

POSITION SUMMARY: As a Patient Access Representative (PAR) you will create a positive, welcoming environment for our patients. You will successfully check-in and check-out patients while managing inbound and outbound calls. PAR’s are the primary liaison between the patients and our professional staff.

ESSENTIAL POSITION FUNCTIONS:

• Completes Daily Prep Work for next business day including printing of fee tickets, demographic sheet, and any other documents as necessary for provider.
• Notification to patients regarding outstanding balances or out of pocket costs for upcoming appointment.
• Performs day-to-day administrative functions and general office duties including but not limited to copying, scanning, faxing, answering phones and data entry.
• Check-in patients verifying all patient information is correct including guarantor, insurance, and pharmacy information.
• Collect co-pays, co-insurances, deductibles, and outstanding balances.
• Manage incoming calls professionally and timely meeting position Standards for answering phones daily.
  • One Person Front Office – Answer 15 calls daily.
  • Two Person Front Office – Answer 25 calls daily.
• Provides information to Clinic callers according to Policies and Procedures, schedule appointments; transfer calls as needed.
• Check-out patients scheduling any follow up appointments as directed by provider.
• Reconcile payments collected daily in EMR.
• Adheres to all Clinic polices on safety and security; and keep computer system passwords in strict confidentiality.

• 
  Position Requirements:
• Possess a preference for dealing with people who are ill and need help.
• Ability to establish/maintain effective and cooperative relationships with patients, parents, physicians, nurse practitioners, audiologists, and other employees in the practice.
• Ability to deescalate a situation if needed.
• Ability to communicate effectively and professionally with patients and staff.
• Possess knowledge and experience with modern office procedures and office equipment and medical terminology.
• Maintains strict confidentiality of patient information.
• Adherence to company policy on tardiness and attendance.
• Adherence to front office uniform policy and dress code.
• Adherence to practice policies, procedures, and protocols.

• Possess the sense of discipline to work in accordance with accepted clinic standards.
• High school education or G.E.D. equivalent.

WORKING ENVIRONMENT:

• Physical Demands:

Lifting Requirements: Assisted 50 lbs.

Frequency of lifting: 0-50% of the time

Average percent of time during regular shifts devoted to:

Standing, Walking, Squatting, Sitting, Bending, Reaching: 100%

Additional physical demands:

• Ability to grasp with both hands; pinch with thumb and/or forefinger; turn arm/hand; reach above shoulder height.
• Ability to type on a computer keyboard and use a computer mouse frequently throughout the workday.
• Ability to operate a multi-line telephone system. Able to speak on the telephone and write/type at the same time.

• 
  Visual, Hearing, Dexterity and Mental Demands:

Vision: Adequate to perform essential functions of the job such as reading a computer terminal for extended periods. Correctable 20/20.

Hearing: Adequate to perform essential functions of the job such as answering the telephone.

Speaking: Adequate to perform the essential functions of the job such as communicating via telephone and in person for the purpose of dealing with parents/patients when providing patient information regarding insurance, treatment plans and regimens.

Dexterity: Adequate to perform essential functions of the job such as sorting papers, filing notes in patient charts, stapling, operating a computer keyboard.

Mental: Adequate to perform essential functions of the job. Position may periodically encounter unfriendly or hostile individuals regarding various situations. Requires ability to manage stressful situations and occasional stress from varying demands of the position.

• Working Conditions:

• Position requires individual to wear a PENTA uniform 100% of the time. 50 % of the time the individual will be required to wear protective equipment such as rubber gloves and facial mask.
• Exposure to hazardous materials will be frequent. These materials are primarily cleaning and disinfecting solutions.

QUALIFICATIONS

• Understands the importance of maintaining confidentiality; able to maintain confidentiality.
• Understand HIPAA standards.
• Must understand the difference between co-pay, co-insurance, and deductible.
• Must have the ability to exercise a high degree of diplomacy and tact; possess excellent customer service skills.
• Must have strong Interpersonal communication skills; Cultural sensitivity and demonstrated ability to work with diverse people groups.
• Intermediate to advanced phone skills; able to effectively relate via the telephone and in-person to

serve the needs of Clinic patients/clients/visitors in a manner that is efficient and productive.

• Must be highly flexible; able to accommodate changing needs of the department.
• Well-developed verbal and written communication skills in English. Additional

language abilities desirable.

• Knowledge of basic math and modern office procedures such as copy machines, multi-line phone systems and scanners.
• Ability to work well under pressure with minimal supervision.
• Proven flexibility and willingness to manage a variety of tasks.
• Willingness to work late evenings.
• Basic to intermediate computer knowledge and skills.
• Training and/or experience with computer data entry and ability to type a minimum of 45 WPM.
• Ability to operate a 10 key calculator by touch.
• Valid Driver’s License, insurance, and ability travel to different location if needed.

This description is intended to provide basic guidelines for meeting job requirements. Responsibilities, knowledge, skills and working conditions may change as needs evolve.