Access Representative I - Napa

Access Representative I

The Access Representative I works under the Access Supervisor with a team of administrative, clinical and program staff members to perform a variety of patient services responsibilities. The Access Representative I is responsible for greeting patients in person or on the phone and driving a positive patient customer service experience. The Access Representative will maintain a safe and clean reception area by complying with procedures, rules, and regulations and will also be responsible for maintaining continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.

CommuniCare+OLE provides an inclusive workplace that promotes and values diversity and life experience.

CommuniCare+OLE encourages people of all backgrounds to apply including, but not limited to, Black, Indigenous Peoples, people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, individuals of all ages and religions, and individuals who have been affected by the legal system. YOU ARE WELCOME HERE.

MINIMUM POSITION REQUIREMENTS: EDUCATION, EXPERIENCE, SKILLS/TRAINING

Education: High School Diploma or General Education Degree required.

Experience/Lived Experience: Entry level position; one year of experience in a healthcare setting preferred.

Special Skills/Training: Bilingual in English/Spanish/Dari/Punjabi/Vietnamese strongly preferred. Must certify and remain current in CPR certification. Strong analytical and problem-solving skills and attention to detail required. Data entry skills, Microsoft Office, and Electronic Health Record system preferred.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Demonstrates exceptional customer service skills including greeting patients in a kind, compassionate and courteous manner; responds effectively to patient questions; manages multiple priorities and heavy patient workloads with patience and confidence.

2. Accurately inputs patients data in full on their records before saving onto EMR system

3. Makes use of designated script and protocol to screen patients for insurance eligibility; refer all self pay patients to Eligibility Specialist prior to scheduling a follow-up visit; place calls to patients prior to appointment in order to confirm eligibility.

4. Answer all telephone calls in a timely, efficient, and courteous manner leading to high patient satisfaction; takes accurate and comprehensive encounters at all times using the designated message form.

5. Schedules patient appointments with providers and provides accurate information to patients regarding a wide variety of programs and services; pre-registers all patients; places reminder calls to patients to confirm appointments.

6. Accurately charges patients without funding sources according to the CommuniCare+OLE sliding scale; Collects cash and credit payments from patients; assures that all monies are counted and balanced with receipts at the end of the designated shift.

7. Enforces patient privacy and confidentiality guidelines with all clients; ensures that all protected health information is out of view of other patients at all times, and is secure when work shift has ended; Ensures that all protected health information is disposed of in the proper manner when required.

8. Carries tablet to greet and direct patients at entrance when appropriate.

9. Completes the check in process and registers patients for their appointments.

10. Provides assistance during training of the new staff.

11. Schedule appointments as needed, according to policies and guidelines

12. Capture patient demographic information, insurance information, structured data into Electronic Health Records with each patient encounter, scan all forms into Electronic Health Records as applicable and appropriately change check in status

13. Verify insurance eligibility through proper insurance variation systems and updating payor codes

14. Ensure required forms are completed and signed; provide assistance to patients in completion of applicable forms

15. Collect and post co pays, payments, existing balances, and provide necessary receipts

16. Reconcile monies with day sheet detail report and ensures safe keeping of all cash, checks and credit cards transactions received

17. Prompt follow up of telephone encounters/recalls/appointment request

18. Open incoming mail and process or direct as appropriate.

19. Keep log of all patients given Presumptive Eligibility and submit to State on a weekly basis (Perinatal Services only)

20. Follow managed care procedures, as applicable to obtain authorization for services in order to ensure payment and reduce denials.

21. Attends routine department meetings, in service trainings, and other meetings as required to maintain professional growth and comply with the organization policy

22. Verify accuracy of information, obtain necessary consents, and documentation on all patients upon registration and scheduling.

23. Responsible for greeting patients professionally on the phone or in person and driving a positive and personal patient/customer service experience.

24. All other duties as assigned.