Job Summary:
The Patient Access Representative welcomes patients, checks all pre-appointment requirements including patient information and notifies the clinic that patients have arrived for their appointments. The Patient Access Representative will support Crossing Healthcare’s mission, vision, and values and will adhere to compliance protocols as well as Crossing's policies and procedures.
Supervisory Responsibilities:
Duties/Responsibilities:
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Greets and checks in patients, assures all demographic data, financial information, insurance information and signatures are complete
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Ensures that all pre-appointment information is up to date and accurate prior to appointments
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Confirms identity with proper identification
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Accesses Web-site to obtain status of Medical card
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Obtains and enters appropriate Proof of Income documentation
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Handles patient inquiries and concerns politely and knowledgably, referring when appropriate to other staff members
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Provides feedback and collaborates with co-workers and leadership to improve departmental performance
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Answers telephone professionally and directs calls appropriately
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Remains aware of all call queues and completes call processing in an efficient manner while maintaining a high level of customer experience
- Conduct scheduling/reminder/re-scheduling phone calls to patients.
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Schedules appointments for patients and notifies patients of changes in appointments
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Provide information to patients/outside callers.
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Provide schedule support to providers.
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Reschedules appointments as needed
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Scans paperwork into EHR
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Record and deliver messages.
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Works at other sites as needed
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Understands and adheres to the Crossing Healthcare Standards, Policies and Behaviors
- Completes all annual mandatory requirements and conditions of employment
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Copies, faxes and mails documents as requested
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Performs other duties as required
Competencies
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Ability to maintain confidentiality
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Ability to relate to persons of various economic levels and cultures
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Average to above average level of interest in working with people and data
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Cooperative attitude, with the ability to be assertive when needed
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Proficiency in use of telephone system, computer, and basic office equipment
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Superior listening, verbal, and written communication skills
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Excellent data entry and typing skills
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Knowledge of customer service practices and principles
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Ability to handle the stressful situation appropriately
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Customer focus and adaptability to different personality types
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Ability to multi-task, set priorities and manage time effectively
Education and Experience:
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High School Diploma or equivalent
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One to two years’ experience in health care setting preferred
Physical Requirements:
- Ability to work in conditions that include exposure to blood, bodily fluids and tissues, contagious diseases and/or other potentially hazardous materials
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Moderate physical exertion including frequent walking, standing, bending, reaching and carrying moderately heavy loads (up to 25 lbs.
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Pleasant speaking voice
