Job Summary
As the first point of contact for our patients, you will play a pivotal role in ensuring a positive and welcoming experience from the moment they arrive. Your primary responsibilities will include managing patient check-ins, scheduling appointments, verifying insurance information, and assisting with inquiries both in person and over the phone. Attention to detail, excellent communication skills, and a friendly demeanor are essential qualities for success in this role. The Patient Access Specialist is passionate about women's health and dedicated to providing exceptional customer service.
Education and Experience:
Required: High School Diploma, or the equivalent
Preferred: 1-2 years’ experience in health care practice, front desk experience.
Possess high quality oral communication, written communication, technical communication, professionalism, time management, and computer literacy.
Basic Skills
- Active Learning- Understanding the implications of new information for both current and future problem-solving and decision-making.
- Active Listening- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Critical Thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Learning Strategies- Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
- Monitoring- Monitoring/Assessing performance of yourself to make improvements or take corrective action.
- Reading Comprehension- Understanding written sentences and paragraphs in work-related documents.
- Speaking- Talking to others to convey information effectively.
- Writing- Communicating effectively in writing as appropriate for the needs of the audience.
Social Skills
- Coordination- Adjusting actions in relation to others' actions.
- Service Orientation- Actively looking for ways to help people.
- Social Perceptiveness- Being aware of others' reactions and understanding why they react as they do.
Work Context
Communication - Required to interact with all levels of the organization in a professional manner. Expected to maintain a high level of professionalism and customer service with all patient interactions. Maintain HIPAA compliance with all interactions.
Work Setting - Required to work within the clinical and nonclinical setting of the practice. This includes potentially working in all locations, as needed by the practice. MA clinical stations, Clinical exam rooms, and private physician offices are included in the work area. May be asked to cover other areas of the practice, as needed.
Work Attire - Dress requirements of this job are black scrub pants, and approved scrub tops with the appropriate logo. All approved work attire can be purchased through A&H. Closed toe shoes, no crocs.
Pace and Scheduling - Ability to work at a fast pace and maintain patient safety.
Physical requirements - must be able to lift up to 20 lbs.
Primary Job Duties
- Responsible for assisting patients throughout the check in and check our process.
- Collect co-payments and outstanding balances accurately and securely.
- Perform pre-registration and verify insurance coverage on each patient in advance and before sending the patient back to be seen.
- Review and address inactive coverage issues as they arise.
- Make sure all information on file is the most accurate, all documents are scanned in, and all insurance is updated, and Real Time Eligibility (RTE) is performed and verified accurately.
- Follow all policies for Use and Disclosure forms, and when discussing patient information.
- Follow current policies for closing out the cash drawer, and bank deposits are overseen by the Patient Access Lead.
- Review appointments in advance to make sure all prior records have been obtained.
- Performs and behaves in accordance with DTW’s mission, cultural norms, and core values of dignity, respect, affirmation, and humility.
- Responsible for learning the provider scheduling guidelines and staying up to date as changes occur.
- Assist with administrative tasks such as filing, faxing, and scanning documents.
- Coordinate with medical staff to ensure timely patient flow and minimize wait times.
- Notify patients of outstanding balances and explain payment plan options when needed.
- Maintains a respectful, non-judgmental, and compassionate manner with patients/clients/staff.
- Demonstrates excellent customer service by identifying and exceeding customer requirements.
- Adheres to DTW policies and procedures, with special attention given to HIPAA requirements.
- Maintains data integrity through conscientious use of relevant tools and employing a system of checks and balances.
- Demonstrates organizational skills necessary to multi-task, meet deadlines, and re-prioritize as needed.
- Participates in organizational quality and performance improvement activities.
- Greet and address all internal and external customers in a warm, friendly, and professional manner and
- Maintain productivity during times of low appointment volume by working on other Patient Access responsibilities.
- Process the various types of registration for new patients.
- Obtains and enters demographic information into the EMR accurately.
- Helps with the wait list and other projects as call volume permits.
- Help onboard new hires and provide mentorship.
- Always be a team player.
- May require cross training into Call Center responsibilities, as needed.
- All other duties as assigned.
Job Type: Full-time
Pay: $15.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Preferred)
Work Location: In person
