Access Center Specialist

Primary Purpose Responds to various inbound phone calls, emails, and electronic requests to assist patients, business staff, and medical staff. Schedules routine and complex appointments for all Parkland patients in a manner that ensures optimal use of provider's time and patient satisfaction. Location: Empire Center: 8th FLR Minimum Specifications Education High school diploma or GED required. Experience Three (3) years of customer service experience, preferably in a medical, health care, or call center. One (1) year of referral management and/or insurance plan identification is preferred. Equivalent Education And/or Experience May have an equivalent experience to substitute for the education requirements. Certification/Registration/Licensure Medical Terminology Course Certificate preferred. Required Tests For Placement Must be able to type 20 words per minute with a maximum of 3 errors. Must successfully pass Customer Service and Spelling tests with a minimum score of 80%. Skills Or Special Abilities Must be able to communicate effectively with all hospital personnel, patients and visitors. Must be detail‑oriented. Must solve problems within established policies and procedures. Must demonstrate a positive demeanor, good verbal and written communication skills, and a professional appearance and approach. Bilingual skills preferred. Responsibilities Assist patients in obtaining access to care such as appointment scheduling, referral processing, medication refill requests, insurance coverage updates, and access to electronic portals like MyChart. Perform registration functions, gather data elements including verifying patient identification, patient demographics, and all third‑party funding payors. Verify and update patient information and demographics. Maintain awareness of specialty clinic pre‑clinical acceptance guidelines and scheduling instructions. Ensure all entries into patient medical records are clear, concise, and in accordance with documentation standards. Properly utilize and update clinic recall and wait lists in accordance with clinic procedures. Identify and update patient funding information; communicate financial responsibility including co‑payments and fees; complete benefit verification as required; educate patients on the financial classification process. Respond to and resolve routine inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests. Identify emergent health situations based on caller information and activate appropriate response team per department procedures. Maximize personal flexibility to assist in closing scheduling gaps as needed. Use assigned desktop/laptop and applicable hardware or software per departmental procedures and Parkland policies. Monitor personal performance results and maintain acceptable productivity and quality standards as established by management. Participate in team‑building and morale‑boosting activities. Report safety or policy concerns to leadership or via the defined reporting tool as needed. Complete required training by assigned due dates. Job Accountabilities Identify ways to improve work processes and customer satisfaction. Make recommendations to supervisor, implement, and monitor results to support the department's goals and Parkland objectives. Stay abreast of developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, participating in professional organizations, and maintaining certification or licensure. Integrate knowledge into current work practices. Maintain knowledge of applicable rules, regulations, policies, laws, and guidelines impacting the area. Develop effective internal controls to promote adherence to laws, accreditation requirements, and federal, state, and private health plan standards. Seek advice and guidance when necessary to ensure proper understanding. Requisition ID: 988253 #J-18808-Ljbffr Parkland Health