JOB SUMMARY

The Patient Access Specialist is a key role that serves as the first point of contact for Planned Parenthood of Montana (PPMT) patients. Under the immediate supervision of the Director of Revenue Cycle, the Specialist provides excellent customer service and guides patients in obtaining medical services.

The Specialist is responsible for the patient visit cycle from initial contact to appointment check-in. The Specialist provides information, collects demographic information, schedules appointments, verifies insurance, screens for eligibility, and conducts patient follow-ups while maintaining confidentiality and adhering to HIPAA guidelines and regulations.

The Patient Access Specialist is an advocate in implementing our mission to “empower all people to make private reproductive health care decisions by providing quality health care, medically accurate education, and advocacy for individual rights.”

QUALIFICATIONS / REQUIREMENTS

• Education and/or Experience
• Education High school diploma or equivalent (i.e. G.E.D.)
• Minimum one (1) year of customer service or related experience.

• Additional Requirements
• Computer Skills including proficient in Microsoft Office applications and using a 10-key pad.
• Organizational skills and attention to detail
• High integrity with excellent communication and customer service skills

• Preferred Experience
• Reproductive health care experience
• Experience working with Electronic Health Record System (EHRS), insurance, and payment processing

• Scheduling, rescheduling, and canceling patient appointments as needed.
• Confirming patient appointments.
• Providing instructions and answering patient questions to ensure they are prepared for their visit.
• Enter patient information into databases and maintain accurate records.
• Explaining financial requirements and obligations to patients.
• Provide patients with billing and payment information.
• Verifying insurance details and informing patients of uncovered fees.
• Screening for eligibility and financial assistance funding.
• Perform follow up calls.
• Receive incoming telephone calls, take messages, and relay information to relevant staff.
• Filing documents and organizing supplies.
• Perform general administrative tasks.
• Maintain an interest in learning new and more responsible duties within the Patient Access Services Department.
• Other duties as assigned.

• Ensure compliance with all PPFA National Abortion Federation, PPMT Operating Standard Procedures, and federal/state regulatory requirements.
• Ensure compliance with all Planned Parenthood Federation of America (PPFA), Center for Medicare and Medicaid Services (CMS), and PPMT policies and standard operating procedures. (Including but not limited to MS&Gs, customer standards, quality assurance, Health Insurance Portability and Accountability Act (HIPAA), personnel, fiscal, risk management, safety, security, pharmacy, and Payment Card Industry (PCI)).
• Participate in the Quality Risk Management Program
• Complies with all mandatory reporting requirements.

• Understands the financial aspects of our business and maintains focus on cost effectiveness and ultimately stewardship.
• Supports, cooperates with, and implements specific procedures and programs for: safety and security, confidentiality, quality assurance, compliance with current laws and regulations including HIPAA and mandated reporting, and training.
• Follows up as appropriate with supervisor, co-workers and customers regarding reported complaints, problems and concerns.
• Promotes positive public image and relations of PPMT.
• Completes requirements for acceptable attendance and timeliness to work, uniform and dress codes including personal hygiene.
• Creates and fosters an environment focused on excellence in customer service and patient centered care:
• Is culturally and linguistically competent and respectful.
• Committed to delivering high quality service.
• Understands, anticipates and responds effectively to patients'/customers' and internal colleagues’ needs and priorities.
• Takes necessary action to restore patients'/customers' and internal colleagues’ satisfaction.

• Language Skills
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively 1:1 with co-workers, internal and external customers, and outside contractors and vendors.

• Mathematical Skills
• Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

• Reasoning Ability
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

• Physical Demands
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk and hear. The employee frequently is required to use hands and fingers to handle or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

• Work Environment
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually quiet.

• This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Planned Parenthood of Montana does not discriminate against or allow harassment of any individual based on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, reproductive health decisions, military service, other non-merit based factors, any other characteristic protected by applicable law, or retaliation.

Planned Parenthood of Montana is committed to creating a dynamic work environment that values diversity, inclusion, respect, integrity, customer focus, and innovation.