Job Description

***Monthly discretionary bonus***

***Salary starting $20.00 per hour and up***

**Medical, dental, vision benefits effective 1st of the month following hire date.

Patient Access Specialist Job Purpose:

The Patient Access Specialist (PAS) is responsible for professionally and enthusiastically answering incoming calls and electronic requests from patients, family members and other internal and external parties. The PAS will schedule healthcare appointments, answer questions, create documents for the medical chart, troubleshoot problems and provide information on behalf of Advanced Pain Care.

DUTIES INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

ESSENTIAL FUNCTIONS

• Ensures accurate, compliant and timely response to patients to ensure optimal customer service.
• Answers multi-line phone calls and sends messages to the appropriate departments; transfers calls only when deemed necessary.
• Responsible for scheduling, rescheduling, and cancelling appointments.
• Notates any changes to appointments in the patient’s medical record.
• Identifies and resolves discrepancies or missing information and accurately enters data into the electronic medical record system.
• Writes clerical and clinical patient related messages from patients, family members and other healthcare professionals to administrative and provider staff.
• Identifies emergent patient situations based on caller information and relays to appropriate party.
• Responsible for calming upset callers by providing a composed and professional demeanor and can identify and escalate priority issues for resolution.
• Works collaboratively with other team members, both in and outside direct work group.
• Adheres to all clinic protocols as well as APC policies and procedures
• Maintains regular and predictable attendance and punctuality
• Performs other position appropriate duties as required in a competent, professional and courteous manner.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent interpersonal and communication (oral and written) skills
• Excellent typing and computer navigational skills
• Experience in a call center, customer service and/or healthcare setting
• Knowledge of medical terminology and insurance
• Knowledge of customer service principles and practices
• Ability to quickly assess a request, use electronic and paper resource materials and correctly respond to a patient or customer
• Comfortable working in a fast paced constantly changing environment

Requirements

QUALIFICATIONS:

Experience:

• Minimum 2 years of experience working in a customer service

Education:

• Bachelor’s Degree preferred

SUPERVISION: Reports to the Director of Patient Access

WORKING CONDITIONS

Environmental Conditions: Administrative Office Environment

Physical Conditions:

• Must be able to work as scheduled – typically from 8:00 – 5:00 M-F and rotating shift on Saturdays.
• Must be able to sit and/or stand for prolonged periods of time
• Must be able to bend, stoop and stretch