Patient Access Specialist

Job Title

At The South Bend Clinic, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do. With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

Benefits include comprehensive medical, dental, and vision benefits that include healthcare navigation assistance, access to a mental health benefit at no cost, employer provided life and disability insurance, $5,250 Tuition Reimbursement per year, immediate 401(k) match, 40 hours paid volunteer time off, a culture committed to community engagement and social impact, and up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

Responsibilities

Demonstrates the attitudes and behaviors of the South Bend Clinic's Service Standards.

• Ensure that services are provided in accordance with state and federal regulations, accreditation and compliance requirements as set forth in Clinic policies and procedures.
• Maintain reliable attendance and follow all call-in rules for the safety and welfare of our patients.
• Interact with co-workers, staff of other affiliates, patients, members, and visitors in a positive and professional manner and communicate effectively and respectfully.
• Work as a team member helping others to contribute to the overall success of the South Bend Clinic.
• Keeps abreast of current Medicare, Medicaid, Blue Cross, Commercial Insurance third party payer policy changes, trends, technology, and the processes surrounding the applications use.
• Participates in core work groups to recommend and direct process development.
• Possess knowledge of all contact center software, reporting and quality metrics.
• Exhibits computer systems knowledge and proficiency as necessary to perform job functions.
• Demonstrates and consistently inputs accurate insurance and demographics.
• Demonstrates consistent copay collection.
• Supports approved Clinic and Department Goals.
• Helps to support Same Day Referral capture from both the phones and front desk aspects.
• Is a part of the weekend call rotation for possible coverage.
• Assists with coverage of phones/front desk as decided upon by the department manager.
• Quality Assurance
• Accurately report and document call monitoring and auditing results.
• Produce productivity reports for Contact Center leadership with recommendations on coaching and training needs for improvement.
• Establishes registration data standards system wide. Responsible for measuring data quality, creating follow up programs, troubleshooting respective performance problems and implementing system/procedural impacting solutions.
• Monitors the quality/trend by conducting quality monitoring of calls and their respective appointment, message, or refill request.
• Partners with Contact Center leadership to calibrate monitoring process and results.
• Completes monitoring and auditing forms on a weekly, monthly, quarterly, and annually cadence for all phone staff in conjunction with leadership to ensure staff adherence to policy and procedure.
• Provides ongoing reporting and analysis of issues and trends.
• Training and Development
• Designs, writes, edits, assembles, and distributes course materials.
• Conducts educator lead training sessions.
• Identifies needs, develops and conducts education, orientation, and training, establishes evaluation and effectiveness measurement.
• Utilizes a variety of methods and tools to identify training needs of team members including area of knowledge, skills, attitude, and performance level of individuals.
• Completes onboarding training including EPIC and Patient Access Training
• Analyzes, develops, and tests systems and/or software with Information Services (IS) making recommendations on feasibility and develops processes for all users.
• Oversees change management in the areas of software modification, upgrades, and third-party payer requirement changes by researching, analyzing, identifying, and prioritizing user needs and coordinating implementation activities with TIS, management and end users.
• Conducts software acceptance testing, staff training and other pre-operational tasks. Provides continued support to the application after implementation.
• Acts as a team member related to open/direct communication and fosters team building and leads work teams across disciplines/departments.
• Engages and collaborates with Contact Center leadership by participating in discussions, understanding the stated objectives, and providing input on solutions that offer benefit to the organization.
• Performs other duties as assigned when appropriate.

Position Requirements

• Education/Certification/License: Qualified candidates must possess a high school diploma or equivalent. Associates degree in related field preferred. Previous related industry experience and/or training or equivalent combination of education and experience is required.
• Knowledge, Skills, and Abilities: Proven experience working with diverse staff. Excellent interpersonal communication skills. Maturity to work under pressure, to meet established deadlines, and to handle issues that may arise with personnel, administration, and physicians. Ability to effectively present information to all levels. Fluency with word processing and spread sheet computer functions. Prior experience with front desk, call center, and office applications preferred but not required.

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.