Katahdin Valley Health Center
Job Description
Patient Access Representative
Reports To: Practice Manager
Status: Full Time
Facility Location: Varied [Openings in Corinth, ME and Houlton, ME]
Hours: Varied
POSITION SUMMARY
The Patient Access Representative will provide administrative support to clinical staff, establish indicated healthcare services for our community, and complete all general front office duties. The person in this role will use their skills to assist with the facilitation of care, work as part of the care team, while coordinating the flow of communication between nursing, medical, and office staff to embody our mission in providing community accessibility, quality healthcare with compassion and dignity.
RESPONSIBILITIES
1. Create a climate of courtesy and kindness while greeting individuals and checking them in and out of their appointment upon entry and exit of the facility.
2. Gather or verify registrations, scan identification and insurance card verifications. Advise toward online availability for registration forms or recommend early arrival to elevate efficiency of care.
3. Answer and transition incoming calls and messages with promptness and compassion to strengthen relations in a clear, controlled rate, and a pleasant tone.
4. Assist in managing provider scheduling to promote the highest of accessibility to meet individual needs by scheduling initial and follow up appointments, nurse visits, and confirmation calls while utilizing outreach reports such as appointment ticklers, wait lists, Medicare annual wellness visits, well child visits and others assigned by the Practice Manager.
5. Collaborate with the referrals team to welcome new individuals into the KVHC network, scheduling services per protocol.
6. Process and remediate cancellations and no-shows through empathic rescheduling to reduce the risk of gaps in care.
7. Work with the billing team to collect and validate insurance eligibility and ensure authorization for appointments prior to making confirmation calls to support access to affordable care.
8. Reaffirm appointment date, time, reason, provider, facility, demographics, insurance and any outstanding balances owed by the individual during confirmation calls and check in.
9. Provide clear and concise documentation in all areas of communications to best coordinate care throughout the KVHC network.
10. Promptly guide visitors and incoming messages to the appropriate team members, along with maintaining the visitor log.
11. Support KVHC integrity and infection control attentiveness through maintaining organization and cleanliness at the front desk and the waiting area to ensure a welcoming environment.
12. Enhance time of service collections through co-pay, sliding-fee, payment plan creation, and balance collection.
13. Enrich the continuum of care through offering the walk out summary and future care appointments cards.
14. Initiate sliding fee applications to assist individuals with any financial barriers and refer to the Patient Assistance department as needed.
15. Facilitate the completion of Releases of Information Forms to coordinate care across all healthcare platforms externally.
16. Balance cash drawer daily and complete bank deposit summary to safeguard daily financial transactions.
17. Endorse and accelerate KVHC pharmacy transfers through education of our customers on our awarded 340B grant, and resulting pharmacy saving program and mail-order or home medication delivery.
18. Reconcile medical and dental day sheet reports for accuracy of charges and adjustments. Ready and print day sheet schedules for the following day.
19. Promote patient portal access and use, to best serve our patients with efficiency and transparency.
20. Uphold our C.A.R.E.S. customer service delivery model.
21. Securely close down daily operations as trained to protect our assets and customer PHI.
22. Aide in team development through the cross-training of office personnel in front office and scheduling procedures.
23. Present in a fashion that demonstrates good judgement in personal appearance that will preserve KVHC integrity in the eyes of our customers and colleagues.
24. Champion a culture and uphold actions that will exemplify the progress needed to reach our established department goals.
25. Performs additional duties or projects as assigned by the Practice Manager.
26. Adheres to all KVHC policies and protocols.
27. Complies with all safety rules and protocols. Reports all incidents, regardless of severity, immediately to their supervisor and completes an incident report and investigation form, which will be forwarded to Human Resources within 24 hours of the incident.
28. Conducts themselves as a good steward in the communities served by KVHC; represents the organization at outreach activities as needed.
29. Actively participates as committee member as assigned by the Chief Executive Officer.
30. Interacts harmoniously and effectively with others. Focusing on the attainment of organization goals and objectives through a commitment to team work.
31. Conforms to acceptable attendance and punctuality standards as expressed in the employee handbook.
32. Abides by the organization’s compliance program and requirements.
33. At times you may be faced with challenges that may impact patient care. Addressing these challenges may not be in your job description, however Katahdin Valley Health Center encourages each team member to go above and beyond to address the patients’ needs in the moment. Employees have the autonomy to see the care experience through from A to Z to show our patients KVHC C.A.R.E.S.
34. As part of KVHC's commitment to a safe, respectful, and compliant workplace, KVHC utilizes security monitoring systems. Surveillance is conducted in accordance with all applicable laws, regulations and company policies/protocols to protect our employees, patients, and assets.
35. This position requires compliance with all applicable Federal, State, and local laws and regulations, KVHC’s Corporate Compliance Program, and KVHC’s policies and procedures (including the Standards of Conduct). Such compliance shall be an element considered as part of the positions regular performance evaluation. Failure to comply or failure to report actual or potential noncompliant conduct, may result in compliance consequences, up to and including termination and reporting to appropriate governmental authorities, regulatory bodies, law enforcement, licensing bodies, or other outside entities (“appropriate entities”).
PROFESSIONAL EXPECTATIONS
1. Admit mistakes or missteps openly, own your own behavior, forgive one another, and model vulnerability and humility.
2. Keep discussions about team members, subordinates, and colleagues as well as challenges in the workplace, positive, constructive, and factual.
3. Be mindful of employee confidentiality even among peers, and particularly where an issue involves a peer.
4. Only say what you would be willing to say to someone directly.
5. Whenever possible, speak directly to the person with whom you are having a disagreement or a challenge. Challenge yourself to engage in these discussions. Do not avoid constructive conflict.
6. Work with your supervisor or HR when you need to process a performance or behavioral situation with a colleague or subordinate to determine next steps.
7. It is always okay, and usually preferable, to pause, and take time to reflect before reacting to a situation.
EDUCATION AND EXPERIENCE
1. High School or equivalent diploma or a combination of education and experience.
2. Working knowledge of computer systems and business office machines.
3. Able to verbally and fluently communicate in English using correct grammar.
4. Six months to one year working experience in a service oriented business office setting.
5. Must be able to work independently in a team setting and to react to change productively.
6. Must have excellent interpersonal skills and problem solving skills.
7. Must be able to work under pressure in a busy medical office setting.
8. Must possess a clean criminal and DHHS background.
9. Must possess the ability and means to travel between clinics as needed.
10. Valid State of Maine Driver’s license and ability to be insured by KVHC’s vehicle insurance carrier.
FUNCTION, DEMANDS AND PHYSICAL PERFORMANCE
Requires full range of body motion with the ability to bend, kneel and stoop. Must possess: the ability to sit and or stand for long periods of time, the ability to lift approximately 30 lbs., visual acuity with color vision, the ability to communicate effectively and calmly in a professional manner, the ability to follow all workplace policies including safety and confidentiality, the ability to perform repetitive motion keyboarding functions, exposure to communicable disease, toxic substances, medicinal preparations and other conditions common to clinic environment. Knowledge of organizational policies, regulations, and procedures to administer patient care. Must possess the ability to work with and around medical equipment and instruments safely and effectively as appropriate. Knowledge of common safety hazards and precautions to establish a safe work environment including Safety Data Sheets. Ability to prepare and maintain records, write reports, and respond to correspondence. Ability to develop and maintain department quality assurance. The ability to establish and maintain effective working relationships with patients, medical staff, and the public. Ability to maintain quality control standards. Ability to react calmly and effectively in emergencies. Ability to interpret, adapt and apply guidelines and procedures. Ability to communicate clearly.
CONFIDENTIALITY OF PATIENT INFORMATION AND ALL KVHC HEALTH CENTER BUSINESS IS ESSENTIAL. EMPLOYEES MUST COMPLY WITH THE HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996-PUBLIC LAW 104-191
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Opportunities for advancement
- Paid sick time
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
