Patient Access Specialist

The Patient Access Specialist ensures smooth and efficient management of all incoming patient referrals, supporting continuity of care and timely access to services. This position is responsible for processing referrals from external providers, verifying patient eligibility, conducting required checks, scheduling new patient consultations, and maintaining accurate referral documentation. The Patient Access Specialist serves as a primary point of contact for patients, referring offices, and clinical staff, promoting clear communication and a high-quality patient experience.

Core Responsibilities

1. Incoming Referral Management

• Receive, review, and process all incoming referrals from external providers and facilities.
• Upload referral documentation into Insightly, ensuring all details are complete and accurate.
• Assign and complete Insightly tasks related to new patients, tracking progress through each stage of the referral process.
• Communicate with referring offices to obtain missing information as needed.
• Document referral activities accurately and maintain organized, up-to date records.
• Send denial faxes to referring providers when referrals cannot be processed due to insurance, eligibility, or provider mismatch, including the reason for denial.
• Distribute faxes from DrChrono

2. New Patient Introduction & Compliance Review

• Contact referred patients within 48 hours of receiving a referral to introduce iTrust, explain next steps including the intake process and completion of the new patient form, obtain missing information if not provided and answer questions and provide guidance as needed.
• Conduct follow-ups with patients who have incomplete intake forms, including up to two additional calls and a final contact attempt before closing the task.
• Assist patients experiencing difficulties with the intake process by walking them through forms and troubleshooting technical issues.
• Review denial criteria for each new patient prior to their initial appointment and coordinate with leadership if needed.
• Notify patients promptly if they are denied scheduling due to ineligibility under clinic policy, ensuring communication is clear, professional, and compliant.
• Document all communications and status updates in Insightly for tracking and follow-up purposes.

3. Scheduling & Appointment Management

• Review new self-scheduled appointments to ensure provider selection, location, and scheduling details are accurate.
• Follow up with patients who complete the intake form but do not schedule to secure appointments.
• Make necessary manual adjustments to appointments for rescheduling or corrections.
• Coordinate with Assistant Clinical Director and Clinical Director to ensure readiness for new patient consultations.
• Ensure patients who meet the clinic's consult appointment criteria are scheduled appropriately coordinating with leadership as needed.
• Notify provider when consult appointment is scheduled and communication consult expectations to patients.
• Ensure referring offices receive timely updates and fax initial appointment notes following initial appointments.
• Optimize calendar utilization by proactively filling open appointment slots, minimizing scheduling gaps, and maximizing provider availability.
• Actively backfill cancellations within established timeframes to prevent unused appointment times.
• Manage the new patient waitlist and keep information updated.
• Monitor schedules for last-minute cancellations and available openings.
• Quickly contact waitlisted patients to fill open appointment times
• Document outreach and scheduling changes accurately.

4. Referring Office Communication

• Serve as the primary contact for external referring offices and facilities.
• Confirm receipt of referrals, provide updates on patient scheduling, and address referral-related inquiries.
• Notify referring offices promptly within 48 hours when a referred patient is denied or cannot be processed.
• Respond to inquiries from referring offices via phone, email, or fax in timely manner.
• Maintain positive, professional relationships with referral sources to support continue of care and long-term referral partnerships.

5.Customer Service

• Provide prompt, professional support to patients and external stakeholders.
• Answer and respond to phone calls, emails, texts, and other inquiries efficiently.
• Accurately document patient interactions according to company standards.
• Escalate unresolved issues appropriately for timely resolution.

6. Interdepartmental Collaboration

• Work closely with Clinical, Billing, IT, and other departments to ensure smooth operations and comprehensive patient support.
• Serve as a backup for front desk coordination during staff absences or as needed.
• Attend and contribute to interdepartmental team meetings.
• Promote a cooperative and respectful work environment across all locations and roles.

Requirements:

• High school diploma or equivalent
• Strong interpersonal and communication skills
• Ability to multitask, prioritize responsibilities, and work in a fast-paced environment
• Knowledge of HIPAA and patient confidentiality standards

Preferred Qualifications:

• Experience or interest in the mental health field
• Previous experience in a front desk, patient services, or administrative healthcare role
• Familiarity with EMR systems
• Proficiency in Microsoft Office (Word, Excel, Teams)
• Experience in a private practice or outpatient setting

Note: This job description is intended to convey essential duties and responsibilities and is not an exhaustive list of all functions and tasks required. The company reserves the right to modify the duties and responsibilities of the position as necessary. Please submit your resume, to be considered for this position. Current or previous patients of iTrust Wellness Group are ineligible to apply.