What are the responsibilities and job description for the Care Access Associate - USA Ear Nose and Throat (Midtown) position at University of South Alabama Health System?
Overview
USA Health is Transforming Medicine along the Gulf Coast to care for the unique needs of our community. USA Health is changing how medical care, education and research impact the health of people who live in Mobile and the surrounding area. Our team of doctors, advanced care providers, nurses, therapists and researchers provide the region's most advanced medicine at multiple facilities, campuses, clinics and classrooms. We offer patients convenient access to innovative treatments and advancements that improve the health and overall wellbeing of our community.
Responsibilities
Serves as the primary entry point personnel for our patients, visitors, and families that enter the USA Health clinics; demonstrates a high level of service excellence in their interaction and support of the Care Access Department; performs a variety of functions in support of the day-to-day clinic workflow to include: registration, check-in, and discharge activities; scheduling appointments; coordinating ancillary appointments; providing initial patient facing triage; coordinating follow up appointments; verifying and updating registration information as necessary; scanning of health record documents, and collecting time of service payments; employs excellent customer service skills; ensures smooth patient flow; reviews clinic schedule daily, follow proper check-in and discharge protocol; obtains patient demographic information and insurance information; following registration standards of USA Health; provides general patient services; responds to patients’ needs and concerns as appropriate; investigates complaints and works with office manager to find solutions; collects co-payments, prior balances, and other payments as deemed necessary; runs end of batch, supports other Care Access responsibilities as necessary related to pre-service functions; works EligibilityPlus work list, televox reports, and cancellation/wait list call backs; schedules all follow up appointments consistent with patient needs and clinic scheduling guidelines, to make it easy for the patients; provides associated discharge paperwork, follow up instructions as necessary to patients; maintains current and accurate system by entering canceled and rescheduled appointments when necessary; coordinates and schedules ancillary appointments and consult appointments as needed in coordination with follow ups; answers general telephone inquiries in a professional, courteous, and efficient manner according to USA I.D.E.A.L. customer service standards; directs calls as appropriate; communicates information on USA Health programs to patients, referral agencies, University departments, physicians and the community; supports the needs of the caller as appropriate; communicates basic information to patients and customers such as insurance, parking, driving directions.; assists in orientating and training Care Access Associates; reviews email daily to stay current with clinic communication; maintains the physical environment for safety of staff and patients and for aesthetic presentation of the area; informs site leadership when necessary office supplies and forms are running low; sorts and distributes faxes and mail on a daily basis; ensures daily functioning of office equipment, and reporting malfunctions if necessary; utilizes on-line resources as required according to clinic practice and within USA Health guidelines; regular and prompt attendance; ability to work schedule as defined and overtime as required; related duties as required.
Qualifications
High school diploma or equivalent and one year of clerical experience in an access center, customer service, or healthcare setting. Experience with Electronic Medical Records is preferred. Completion of higher level of education as approved and accepted by the University of South Alabama will substitute for the required experience.