Patient Access Specialist II

Patient Access Specialist II

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation's largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 158 hospital-based locations, in addition to its home-based services and virtual care offerings.

As a Patient Access Specialist II, you will manage administrative duties for the patient intake process in our clinic, adhering to established guidelines. Every day you will interact with patients in person and by phone, facilitating check-in/out, collecting data and payments, validating insurance, scheduling appointments, and processing referrals and authorizations. To be successful, you will demonstrate critical thinking, strong customer service, and knowledge of insurance, billing, and medical terminology, ensuring a seamless, high-quality patient intake experience.

• Answers incoming phone calls from patients who need to schedule an appointment; meets standards for established quantity and quality of calls answered. (50%)
• Schedules (and reschedules as necessary) patient clinic visits (based on authorized referral in the case of specialty clinics) in accordance with established standards and procedures; Utilizes Epic Provider Vista to facilitate timely and accurate appointment scheduling; searches multiple provider schedules concurrently; accesses scheduling guidelines for each individual provider and applies scheduling preferences as appropriate; cross-schedules patients with providers who have the earliest availability.
• Applies understanding of the differences between visit types and when each type of appointment can be scheduled to facilitate accurate scheduling.
• Provides basic information in response to patient questions within scope of position; follows established procedures to assure that all registration guidelines/requirements have been satisfied; identifies deficiencies and resolves non-complex issues or escalates to appropriate staff for further action.
• Makes arrangements for addressing special/ancillary patient requirements, including transportation, interpreters and other needs relating to patient care and satisfaction. Answers incoming phone calls from patients requesting a medication refill; sends messages back to office staff in correct format and including all necessary information. (25%) Applies knowledge of Epic smart phrases for various message types and where to locate medication/pharmacy information in the patient's Epic chart to identify correct medication is being requested.
• Determines, based on established guidelines, if a provider appointment is necessary to discuss the medication and schedules appointment; if appointment is unnecessary, assures, within scope of position, request for correct medication and sends message to back office of call-receiving clinic to initiate the refill as appropriate. Verifies insurance coverage at the time of scheduling to secure patient account reimbursement and decrease eligibility denials. (15%)

Required

• One year of customer service work experience
• Six months of additional work experience as a Patient Access Specialist I (or related position).

Preferred

• Healthcare experience strongly desired.