Patient Access Specialist-Scheduling

Job Title

Responsible for accurately scheduling, obtaining/verifying patient information, appropriate documentation, and serving as the communication link between the patient, the provider and the other clinic departments or agencies involved in the patients care.

Position Qualifications

Education and Experience: Prefer High School Diploma or equivalent. Prefer completion of Health Care Administrative Specialist or similar program or comparable experience in a health care facility. Successful completion of data entry and general clerical standards as administered by Cuyuna Regional Medical Center Human Resources Staff.

License/Certificates: N/A

Special Skills and Aptitudes: Effective Interpersonal relationships skills including good listening and communication skills. Ability to handle confidential information discreetly and appropriately. Ability to adapt resources to meet the needs of the situation. Exercise good judgment, flexibility, creativity and insight to problem solving. Adjust to stressful situations with confidence and good judgment. General knowledge of insurance/insurance verification and/or medical necessity. Basic knowledge of medical terminology. Excellent customer service and telephone etiquette. Ability to work independently. Ability to multi-task. High quality customer service.

Essential Responsibilities

Scheduling and Documentation: Accurately schedules patient appointments according to schedule guidelines and provider preferences including clinic day/hours, appointment types, allotted time slots, restrictions and orders. Inform and instruct patients on procedure/appointment preparation. Obtain and maintain accurate electronic medical record (EMR) including verification of demographic information, insurance information and any documentation entered. Process physician orders as requested. Timely monitor and address all work queues and tasks that need to be completed. Provide clerical support for the department, providers and staff.

Communication/Customer Service: Answer all incoming phone calls in a timely, customer services friendly, and professional manner to assist callers with scheduling needs and is a liaison between the patient and the clinical staff. Collaborate with all other departments and any outside entities to ensure accurate scheduling and continuation of care for the patient. Participate as requires in continuous improvement activities to enhance the quality of patient care. Collaborate with patients, providers, staff, and outside entities, and staff for referral, prior authorization, and coordination or care. Greet and acknowledge patients, family members and all staff in a friendly and courteous manner.

Patient Registration/Insurance Verification/Cashier: Update patient information including demographics, insurance information, patient authorization and other paperwork per protocols. Verify insurance coverage through proper portals and established procedures. Communicate appropriately with providers and staff in supported departments. Monitor no-shows/late cancellations and take action per set policies. Collect co-pays and patient payments based on location. Demonstrate accuracy in writing receipts, processing credit-card payments and balancing cash drawer/bag based on location. Communicate with and direct patients to Financial Services to arrange for payment plans and to assist with billing questions. Assist providers and nursing staff to make schedule adjustments and changes. Process referral requests and monitors work queues. Enter telephone encounters and complete assigned tasks in EMR. Demonstrate Standards of Excellence when other duties are assigned.