Patient Access Specialist

Patient Access Specialist

Bluebird Kids Health is seeking a dedicated Patient Access Specialist to provide seamless access to care for the children and families we serve, playing a key role in fostering meaningful engagement with our care model. As the first point of contact, this role is essential in delivering a positive patient experience by promptly answering inquiries, scheduling appointments, and ensuring timely resolution of patient needs. Reporting to the CARES Center Operations Manager, this role is vital in connecting patients to the services they need and enhancing overall engagement.

In this role, you will actively manage patient interactions, utilizing our systems to coordinate care, manage appointments, and address any concerns. Your efforts will help ensure timely and equitable access to services. As a valued member of the team, you will help drive improved health outcomes and positive patient experience.

What You'll Do

• Manage inbound patient interactions across multiple channels, including phone, SMS, patient portal messages, and webform inquiries.
• Proactively initiate outbound engagement to follow up on inquiries or messages, ensuring continued patient support and timely resolution of concerns.

Appointment and Schedule Management

• Coordinate and manage patient appointments, ensuring timely scheduling and rescheduling in alignment with operational standards and patient needs.
• Optimize appointment availability, working closely with clinical teams to address scheduling preferences and potential conflicts.
• Track and follow up on missed or rescheduled appointments to ensure patients receive timely care and minimize gaps in the care process.

Documentation Compliance

• Ensure accurate and complete documentation of patient demographics, insurance, and appointment details in the EMR system, following internal standards.
• Verify and update patient information during each interaction, maintaining data integrity and consistency across all systems.
• Always uphold HIPAA compliance and patient confidentiality while maintaining thorough and accurate records of all interactions.

Collaboration & Communication:

• Coordinate with the interdisciplinary care team to align patient care, scheduling preferences, and resolve any issues.
• Facilitate clear communication between healthcare providers, support staff, and patients to ensure smooth care delivery.
• Collaborate with internal teams to identify barriers to care and improve the patient experience.
• All other duties as assigned

What You'll Need

• High School diploma or equivalent.
• 1-2 years of experience in healthcare, or healthcare contact center.
• Strong communication and interpersonal skills.
• Excellent organization and time-management skills to effectively manage multiple tasks simultaneously.
• Proficiency in using multiple technology platforms including but not limited to, electronic health records (EHRs), Customer Relationship Management (CRM) platforms, digital patient engagement tools and productivity tools.
• Bilingual proficiency in English and Spanish is strongly preferred
• Experience with pediatric populations is strongly preferred

Bluebird Kids Health is an Equal Employment Opportunity Employer. We embrace the richness of diversity and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We recognize that traditional job requirements can sometimes inadvertently exclude talented individuals from underrepresented backgrounds or those who have taken non-traditional paths to acquire their skills. Therefore, even if you do not meet every listed requirement or have gained your qualifications in unconventional ways, we wholeheartedly encourage you to apply. We value passion, potential, and the drive to learn just as highly as formal qualifications, and we are committed to building an inclusive workplace where everyone's contributions are valued.

What We Offer

• The opportunity to support best-in-class outreach and engagement activities within a mission driven pediatric care delivery organization.
• A competitive compensation package with performance incentives and, for some roles, equity participation.
• A collaborative and dynamic workplace with significant professional growth opportunities.
• A diverse and inclusive company culture that values every team member's contribution to our mission.
• Competitive medical, vision, and dental insurance products.
• Other programs include employee assistance, caregiver support, commuter benefits, flexible spending accounts, health savings accounts, short- and long-term disability benefits, and both exclusive employee benefits).
• Generous paid time off.