The Patient Access Associate greets patients and visitors, acts as intermediary between patients and clinical staff, and ensures accuracy of patient demographic and billing information in the practice management system. The Patient Access Associate influences patient flow and the general pace of clinic business day through scheduling decisions. The Patient Access Associate works as part of an integrated care team to provide high quality coordinated care.
- Offers each visitor to the organization an exemplary service experience.
- Greets all patients and visitors promptly and pleasantly. Explains policies to patients and distributes patient information sheets, when appropriate.
- Manages telephone traffic into clinic by maintaining responsibility for answering incoming calls within two rings, using proper greeting and name.
- Screens calls for physicians,
- Assists clients needing minimal assistance,
- Transfers calls to other staff as necessary.
- Responds to patient requests for appointments, scheduling the patient appointments at convenience of patient;
- According to reason provided and in accordance with scheduling guidelines.
- Offers appointments with the Primary Care Provider when possible.
- Ensures enough time is allotted for special procedures or lengthy exams.
- Maintains complete understanding of scheduling guidelines
- Updates and/or verifies all demographic information at every patient interaction
- Address & Phone Number, Including Guarantor Address & Phone Number
- Insurance Information
- Preferred Primary Care Provider
- Preferred Pharmacy
- Scan insurance information at EVERY visit.
- Collects patient insurance
- Scans copy of all new insurance information into patient’s cart
- Validates insurance effective dates and policy numbers at initial visit
- Verifies continued coverage at subsequent visits.
- Follows guidelines for patient workflow
- Promptly updates Tags patients as arrived or ready for service.
- Notifies clinical support staff that patient is ready for intake.
- Monitors waiting room to ensure timely flow of patients and maintains area for optimal customer experience.
- Collects patient payments
- Informs all patients of the sliding fee program.
- Enforces established financial policies
- Refers patients to Financial Counselor as appropriate.
- In absence of Financial Counselor, initiates patient qualification for the sliding fee program.
- Completes check-out procedures
- Completes follow up orders entered by provider.
- Provides documentation (school/work excuse, release of information, etc.) to patient as directed by provider.
- Completes end-of-day reconciliation and nightly deposit.
- Follow up on “no show” patients according to procedure and informs physician when follow-up contact is not successful.
- Completes the documentation of patient reminder calls on a daily basis.
- Contacts patients on follow-up or recall list to schedule needed appointments with providers.
- Employees are responsible are for maintaining a thorough understanding of their role in the following protocols and as protocols are updated periodically employees are expected to remain current on any updates.
- Recall plans
- Reminder calls
- DNKA-/No Show Appointments
- Sliding fee Process
- Updating Patient’s Insurance Information
- Updating Patient Registration
- Scheduling Guidelines
- Canceling or Rescheduling an Appointment
- Same Day Appointment Scheduling
- Answering Telephone Call
- Patient Right to Confidential Communications
- Assists with other duties or in other departments as instructed by supervisor.
- Acknowledges that White House Clinics strive to be a patient-centered medical home and, as such, prescribe to team-based delivery of primary care services. Recognizes that the completion of the above listed duties illustrates the employee's role in aforementioned team-based care and accepts responsibility for being an active member of the team, including identification of quality improvement opportunities.
Minimum Education
High School Diploma
Minimum Work Experience
Minimum 1-year medical office experience preferred.
Required License
n/a
Successful applicants will be mature and well organized with pleasant personality and speaking voice. Since this position provides the patient or visitors first impression of our clinic, professional appearance, and warm, friendly demeanor.
Knowledge of medical office procedures, basic computer skills, and scheduling. Position requires skills in verbal and written communication and multi-tasking. Proficient time management and organizational skills. Preference will be given to candidate with previous medical office experience.
Professionalism
Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of practice through reading and in-services. This is especially important in the areas of insurance coverage and claims, patient flow, scheduling, assuring correct patient information, and handling patient relations. Obeys appropriate dress code as specified in Employee Handbook. Provide superior customer service to all patients, external customers (office staff of other offices, hospital, community agencies, etc.), and co-workers. Serves as an ambassador of the White House Clinics in all conversations and interactions with these parties.
Service
Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in the Mission and Vision and Values of the organization. Maintains clinic standards for a clean and quiet patient environment to maintain a positive patient care experience. Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.
Compliance
Maintains compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards. Complies with organizational and regulatory policies for handling confidential patient information. Adheres to professional standards, clinic policies and procedures (OSHA, HIPAA, Standing Orders, etc.), federal, state, and local requirements, Health Resources and Services Administration (HRSA), U.S. Department of Health and Human Services (HHS), Office of the Inspector General (OIG), etc. Cooperates fully with all aspects of Corporate Compliance Plan and Standards of Conduct. Participates in all safety programs which may include assignment to an emergency response team.
Accountable to the Front Office Team Leader and Service Line Manager and responsible for keeping the Front Office Team Leader and Service Line Manager informed of office activities and problems that arise.
None.
This position requires sitting, some bending, stooping and stretching. Eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment are also required. Position requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Employees will be required lift papers or boxes up to 50 pounds occasionally.
Work is performed in office environment and involves frequent contact with staff and the public. Position may involve dealing with angry or upset people. Evening work is required. Work may be stressful at times.
SALARY
$31,000 - $48,000 / year
*Depending on experience*
WORK HOURS
37.5 hours (Irregular work hours, some overtime possible at times.)
Evaluated annually by the Team Leader or Service Line Manager with input from providers and support staff as appropriate.
The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required in order to perform the work. The health center reserves the right to revise or change job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and the Center continues to maintain its status as an at-will employer.
