Patient Access Representative

Position Details 

Summary/Objective 

The Patient Access Representative is a first is a first point of contact between NorthShore Health Centers and its patients. Under the direction of the Patient Access Manager, the Patient Access Representatives are to schedule appointments for patients who call in by telephone, ensuring they adhere to set scheduling guidelines in accordance with the purpose and severity of the appointment.  
 

Essential Functions 

• Answers incoming calls in a courteous and professional manner, addresses the nature of the call, and if the call is for a reason other than scheduling an appointment, directs to appropriate department to ensure good customer satisfaction. 

• If caller wishes to schedule an appointment, asks appropriate questions to determine nature of appointment, provider requested, etc., and utilizing EHR scheduling template guidelines, schedules the patient appointment accordingly. 

• Always follows HIPAA policies and procedures when handling incoming calls to protect patient confidentiality.  

• When scheduling an appointment, always enters/updates patient information in NextGen practice management software. 

• Explains to caller about financial information they must bring with them to their appointment to  

qualify for: Sliding Fee, Commercial Insurance Visit, or Medicaid enrollment; to ensure patient  

receives healthcare services that are affordable. 

• Makes sure that all patient questions have been addressed satisfactorily before disengaging call. 

• Educates patients on all services that are provided at NorthShore. 

• Attends meetings and training sessions as required. 

• Maintains a working knowledge of department policies and procedures. 

• Handle reschedules of patient appointments as directed by Patient Access Supervisor or Director of Patient Services. 

• Check and review all provider schedules and report any errors found. 

• Contact patient to schedule appointment as follow up to Patient Portal Messages. 

• Confirm patient appointments as instructed 

• Manage in house referrals as directed. 

• 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 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