Patient Access Specialist - Urgent Care Plus

Overview

The Patient Access Specialist (PAS) is the heart of the building and the entry point in providing a welcoming experience for all guests and their families when they call and as they arrive. The PAS communicates with various ancillary departments and Care Teams to ensure smooth guest flow and high data integrity. The PAS is responsible for the daily work schedule for a group of physicians/staff by answering the phones, obtaining records, verifying patient information, scheduling appointments, entering charges and collecting payments.

Improving efficiency and increasing customer experience will drive success at Springfield Clinic.

Job Relationships:
Reports to the Operations Manager.

• Answer incoming calls, identify the needs of the caller, route the call to the appropriate area and take messages as required.
• Assist guests with the check-in process, verify demographic and insurance information, and update as needed.
• Proactively assist guests, members of the Care Team, and all team members by providing information, direction and hospitality.
• Assist guests in enrolling in the Follow My Health  (FMH) portal and educate them on how to use the portal.
• Collect patient payments and provide accurate receipts. Reconcile receipts with cash collected and complete required balancing forms in accordance with performance standards.
• Refer guests with questions regarding financial liability to appropriate resources.
• Schedule appointments for the provider according to provider group procedures, maintaining a high level of accuracy. Identify schedule capacity and analyze availability to maximize provider efficiency and schedule utilization.
• Collaborate with onsite departments and Care Team members to align scheduling efforts and assist guests at first point of contact.
• Document guest requests to the Care Team through the EHR.
• Work appropriate system reports for the assigned provider/provider group.
• Work office bump list, wait list, normal letters, and overdue orders for the assigned provider/provider group.
• Proactively identify issues with processes, policies, teamwork and technology and work to implement solutions to improve the Associate and/or guest experience.
• Route emergency calls to the Care Team or Tele Nurse according to the emergency procedure.
• Drive First Call Resolution on every inquiry by completing all necessary outreach on behalf of the guest or internal customer.
• Adhere to patient service standards.
• Serve as a role model of service excellence by supporting a positive front desk and/or call center atmosphere.
• Complete front desk and/or call center duties with a welcoming spirit and efficiency.
• Adhere to appropriate workflow processes.
• Collaborate with team members to deliver an exceptional guest experience.
• Demonstrate an attention to detail.
• Cultivate a learning/teaching environment with team members.
• Support other departments as needed.
• Remain current on all departmental policies, procedures and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Demonstrate and maintain an openness to getting the job done and assisting & supporting the team to meet departmental goals & objectives.
• Eligibility for Certified Medical Administrative Assistant (CMAA) exam within one year of PAS employment at Springfield Clinic. This is a voluntary growth opportunity.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training and accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Perform other job duties as assigned.

• Certified Medical Administrative Assistant (CMAA) exam eligibility per the National Health career Association within one year of PAS employment at Springfield Clinic.

• High School graduate or GED preferred.
• Comfortable with technology.
• Preferred:
  Administrative or technical background acquired through completion of 2-3 years of college.
• Preferred:
  Minimum one (1) year medical office experience.

• Ability to establish and maintain meaningful and trusting…