Patient Access Representative - Bilingual Preferred

Summary/Objective 

The Patient Access Representative serves as the first point of contact for patients and plays a key role in creating a positive patient experience. This position is responsible for scheduling appointments and ensuring accurate patient information is collected and documented. Patient Access Representatives work closely with clinical teams, Pre-Service Clearance, and Patient Service Representatives to ensure patients are scheduled appropriately, prepared for their visit, and informed of any requirements prior to approval.    

Essential Functions 

• Answers incoming calls in a courteous and professional manner, identifies the reason for the call, and directs non-scheduling inquiries to the appropriate department to ensure a positive patient experience. 

• When scheduling appointments, ask appropriate questions to determine patient needs, visit type, and provider preference. Scheduling appointments in accordance with scheduling guidelines and templates. 

• Consistently follows HIPAA policies and procedures to protect patient confidentiality during all patient interactions.  

• Accurately enters and updates patient demographics, insurance, and contact information at the time of scheduling.  

Provides patients with clear guidance on financial requirements for their visit, including insurance, sliding fee eligibility, and Medicaid enrollment, to help ensure access to affordable care. 

• Ensures all patient questions are addressed before ending the call and provides clear next steps when needed. 

• Educates patients on available services offered at NorthShore Health Centers.  

• Attends required meetings and training sessions. 

• Maintains a working knowledge of department policies, procedures, and scheduling guidelines. 

• Assists with rescheduling appointments as directed by the Senior Patient Access Representative or Patient Access Manager, ensuring timely communication with patients.  

• Contacts patients to schedule appointments based on self-scheduling requests. 

• Supports scheduling of internal referrals.  

• Executes other verbal or written specific assigned tasks, requiring similar or lesser skills and abilities, some which are continuing while others are occasional in nature.   

*These essential functions are a summary of the primary duties and responsibilities of the position and are not intended to be a comprehensive listing of all duties and responsibilities.  The position will include other duties as assigned and duties are subject to change at management's discretion. 

Competencies 

• Planning and strategic foresight 

• Responsible Decision Making 

• Integrity and accountability 

• Innovation and creativity 

• Adaptive and flexible 

• Leadership, teamwork, and conflict resolution 

• Professionalism and work ethic 

• Empathy 

Work Environment 

Work is performed in an office environment. Involves frequent personal and telephone contact with patients, physicians, and other healthcare personnel. Work may be stressful at times. Interaction with others is constant and interruptive. This role may be eligible for hybrid/remote opportunities, at the discretion of the Patient Access Manager.  

Travel 

Travel within Northshore locations will be rare for this position. Travel outside of Northshore locations will be rare for this position. 

Required Role Qualifications 

• High School Diploma, Transcripts, or Equivalent 
   

Preferred Role Qualifications 

• Associate’s Degree in Health Services, Healthcare Administration, or related field 

• Two years of experience working within a healthcare setting 

Required Skills 

• Ability to analyze situations and solve problems at strategic and tactical levels  

• Excellent interpersonal and customer service skills 

• Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies 

• Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors 

• Practiced at organization and planning 

• Employ Critical thinking and problem solving 

• Maintains composure and operates with emotional intelligence 

• Ethical reasoning and decision-making 

• Strong attention to detail 

• Receptive and responsive to feedback 

• Excellent verbal and written communication skills 

• Time management, prioritization, and sense of urgency 

• Proficient with Microsoft Office Suite or related software 
   

Physical, Visual, and Audible Requirements 

1. I acknowledge that I may be exposed to infectious and contagious diseases. 

1. I acknowledge that I may be in contact with patients under a wide variety of circumstances. 

1. I acknowledge that I am able to handle and respond to emergency or crisis situations per NorthShore Health Centers facility plans, protocols, and procedures. 

1. I acknowledge that I may occasionally subject to irregular working hours. 

1. I acknowledge that I may be required to wear personal protective equipment (PPE) as necessary. 

*Reasonable accommodations can be made to enable people with disabilities to perform the described essential functions of the job.