Patient Access Representative

POSITION SUMMARY

The Patient Access Representative is the first contact with patients of Charles Drew HealthCenter and is expected to provide superior level customer services and registration and intake services to patients and staff in a positive supportive manner. The Patient Access Representative is a highly motivated professional that works cooperatively with others to achieve productivity standards and exceptional customer service. Understand and commit to quality healthcare and excellence in customer service including confidentiality.

POSITION DUTIES & RESPONSIBILITIES

• Greet and direct patients and visitors in a prompt and courteous manner.
• Inform patients of financial responsibility, what to bring, and payment methods. 
• Collects and records co-payment from patients: completes accurate documentation of transactions, reconciles daily deposits to receipts.
• In accordance with health center standards and guidelines, schedule medical appointments for patients using the practice management software.
• Maintain thorough understanding and knowledge of our healthcare services and programs in order to answer questions and direct calls appropriately.
• Conduct accurate fee assessment to determine payor source and eligibility for private insurance, Medicaid, Medicare, or special grants.
• Follow standard process and procedures for administering sliding fee scale for self-pay patients
• Provide convenient appointment times and locations and manage patient expectations by providing service and center-specific guidelines and instructions for health center visits.
• Meet and maintain daily, weekly and monthly performance goals in respect to creating appointments and rescheduling appointments
• Maintain confidentiality and exercise sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive client issues.
• Educate clients about services, and fees.
• Utilize and master a variety of information technology systems in support of all aspects of client appointment processing, including the practice management system, NextGen.
• Ensure clients are advised of follow up needs per alert notes in NextGen and EMR.
• Refer patients to other internal providers for services (Dental, Behavior Health, Nutrition and WIC).
• Maintain and adhere to all Joint Commission, OSHA, HIPAA and CDHC policies and guidelines.
• Audit daily scheduled appointments (Sliding fees, interpreter, transportation, duplicate charts). 
• Communicate effectively and thoughtfully to patients from diverse backgrounds
• Reconcile and batch out daily deposits.

POSITION REQUIREMENTS

• Education: High School Diploma or GED equivalent required
• Licensure: None
• Experience: 1- 3 years customer service experience required. Previous registration and intake experience in a primary health care setting strongly preferred.
• Expertise: Strong communication skills; strong customer service skills strong organizational skills; knowledge in NextGen; ability to handle multiple work independently; knowledge of medical terminology is preferred.
• Language: English
• Hours of Work: 40 hour work week, varies Monday-Friday, 8am-7pm; evenings and weekends, as required
• Travel: Local, intrastate, and interstate travel, as required
• Exposure: The exposure characteristics described here are representative of those an employee encounters while performing the essential functions of this position. While performing the essential functions of this job, the employee occasionally is exposed to fumes or airborne particles and toxic or caustic chemicals. Additionally, the employee may be occasionally exposed to blood borne and other hazardous chemicals. Finally, the noise level in the work environment can occasionally be quite loud. In all cases personal protective equipment will be provided to the employee in combination with adequate ventilation and other engineering controls to minimize the risk of exposure or other hazardous occurrence.
• Physical: Reasonable accommodation may be made to enable individuals with special challenges to perform these essential functions.