Job Description

Explore opportunities with Holston Medical Group, part of the Optum family of businesses. Holston Medical Group combines the personal feel of a community-based practice with the strength, resources and career opportunities of a leading national health care organization. As a multispecialty clinic offering care across northeast Tennessee and southwest Virginia, our teams deliver high‑quality, value‑based care that exceeds expectations while making care easier, more affordable and more accessible. Join us and discover the meaning behind Caring. Connecting. Growing together.

General Summary: The Patient Access Representative will answer a variety of incoming calls from patients to schedule and register the patients in the Patient Management System. Handle all routine patient inquiries related to the registration process. Ensures all necessary demographic and financial data is obtained, and accurately documented in the system. They will also setup new patient accounts in the system and mail paperwork for those patients. The Patient Access Representative will interact with clinic staff, physicians, patients and professionals outside the clinic to ensure that the patient’s needs are met.

Main Responsibilities:
• Answer calls and respond to emails to register patients following department’s policies and procedures.
• Interviews patients courteously
• Enters required data in the system, with emphasis on accuracy of demographic data and financial information
• Validates existing data related to prior registration and updating appropriately in the system
• Handle patient inquiries both telephonic and by email
• Research required information using available resources
• Manage and resolve patient complaints
• Identify and escalate issues
• Document all call information according to standard operating procedures
• Interact with patients, physicians and other staff both within the Clinic and outside facilities to provide accurate, timely and responsive information
• Ensure to follow policies and procedures set by Holston Medical Group
• Mentor new staff and orient to the center
• Maintain strict confidentiality in all matters relating to personnel and patient PHI (Protected Health Information)
• Provide information to patients and families, demonstrating courtesy and helpfulness
• Display excellent customer service skills
• Document work processes as required

Education/Experience/Knowledge:
• High School diploma or equivalent required
• Preferred 2 or more years of experience in a clinical setting
• Must possess excellent oral and written communication skills
• Ability to work in a team environment and collaborate with others
• Must be able to recognize and respond appropriately to urgent/emergent situations.
• Medical terminology.
• Strong organizational and interpersonal skills.
• Experience with customer service and multi-line phones.
• Familiarity with computers and other office equipment.
• Ability to prioritize and multi-task efficiently and effectively.
• Requires adherence to all policies and procedures, including standards for confidentiality, safety, attendance, punctuality and personal appearance.
• Must be able to establish and maintain effective working relationships with physicians, managers and peers.

Key Competencies:
• Compassion
• Customer Focus
• Ethics and Values
• Learning on the Fly
• Functional/Technical Skills
• Problem Solving
• Informing

Physical/Mental Demands:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Communication with others to exchange or express information and ideas. Ability to receive detailed information through oral communication, and to make fine distinctions in sounds. Determine the accuracy, neatness, thoroughness of the work assigned and perceive general observations. Must be able to remain in a stationary position at least 75% of the time. Extending the hands and arms in any direction. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Perform a variety of duties, often changing from one task to another of a different nature.

Perform with frequent interruptions and/ or distractions. Make appropriate job decisions following standard office policies and past precedents. Adjust priorities quickly as circumstances dictate. Ability to establish and maintain cooperative working relationships with co-workers and the public. Work independently and identify potentially more effective methods of work operations. Ability to interact appropriately with colleagues and patients for different purposes and different context.

Marginal: Needs to move inside or outside the office space to access file cabinets. Sedentary work that includes moving objects up to 10 pounds. Observing an area that can be seen up and down or to right or left while eyes are fixed on a given point. Ability to identify and distinguish colors. Light work that includes moving objects up to 20pounds occasionally.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities