Patient Access Representative_Patient Access Center

Patient Access Center Representative

Working at Planned Parenthood Great Northwest, Hawai'i, Alaska, Indiana, Kentucky is more than a job. It provides the opportunity to contribute to our powerful mission and perform meaningful work.

In healthcare services, this means a commitment to providing the absolute best in patient care and education. Our exceptional health center staff drives our mission forward by upholding our acclaimed customer service & confidentiality standards, and working to create a safe, judgement-free space for anyone seeking Planned Parenthood services.

Patient Access Center Representative (PACR) is a key role that serves as the first point of contact for PPGNHAIK patients and provides exceptional customer service by providing information, scheduling appointments, and directing calls as appropriate. PPGNHAIK Patient Access Center is a complex, fast-paced and high call volume environment that requires strong multi-tasking, communication and customer service skills. Our Patient Access Representatives will hand calls from different states and time zones.

Utilizing outstanding customer services skills, answering incoming calls and evaluating patient requests; scheduling appointments; directing calls and providing information with a high degree of accuracy and professionalism.

Key Responsibilities:

• Following the affiliate customer service standards to provide exceptional customer service to Patient Access Center customers and to support and exemplify the Planned Parenthood brand.
• Meeting metric standards for appointment conversion, call and data quality standards and supports new processes introduced to the Patient Access Center.
• Answering incoming calls and appropriate screens and directs patient calls accordingly.
• Correctly assesses the type of appointment needed and schedules at an appropriate health center. Schedules, reschedules and cancels patient appointments. Converts calls to appointments whenever possible.
• Evaluating and initiating triage for patients requiring immediate or same day medical assistance. Following the affiliate urgent care guidelines and appropriately utilizes the nurse triage system, including providing a description.
• Making appropriate referrals to follow-up clinicians for prescription refills and other clinical issues according to Patient Access Center procedures.
• Obtains and/or verifies patient information including location and accurately enters patient data into the practice management system. Updates demographics according to protocol and maintains data integrity for organization.
• Collects and confirms patient insurance information and forwards appropriate information to Patient Financial Services for pre-verification purposes.
• Provides patients with the appropriate fee estimate. Explain the appropriate state funding source as appropriate.
• Providing patients with appropriate pre-appointment instructions based on appointment type.
• Appropriately escalates calls to Patient Access Center Supervisor and Manager.
• Providing referrals as appropriate and maintains knowledge of referral sources.
• Actively and positively participates in Patient Access Center staff meetings and training sessions.
• Proactively and independently assists teammates when needed with process/procedural information, call handling techniques, customer service standards, NextGen data entry and all other quality and compliance matters.

Minimum Qualifications:

High school diploma or equivalent.

Two years of customer services experience.

Preferred Qualifications:

1-2 years in a high-volume call center.

Proficiency in Microsoft Office Suite and other software applications. Experience with electronics health records.

Salary Range: $20.76 - $26.47 hourly

Position Type: Full-time

Benefits Eligibility: This position is eligible for PPGNHAIK benefits. As part of our total compensation, we provide a comprehensive benefits plan including medical, dental and vision plans, retirement, paid time off, short and long-term disability and life insurance.

Other Information: All new hires are strongly recommended to have the COVID-19 vaccination, including boosters. All new hires hired between September and April must present proof of receiving a current flu shot.

What we expect from you:

• That you adhere to our code of conduct, policies, procedures, and protocols.
• That you always demonstrate a high degree of professionalism.
• That you always support and model our customer service standards.
• That you value continuous learning and seek ongoing training and development.

Our commitment to diversity:

At PPGNHAIK, we've outlined our priorities and goals as we continue to cultivate and promote a diverse, equitable, & inclusive culture that champions dignity, care, and respect, and where employees feel welcomed and motivated to do their best. These priorities reflect our promise to support programs and initiatives that promote continuous learning and organizational development and discussions on DEI topics; provide internal developmental opportunities; and assess what more we can do to nurture a supportive and equitable work environment.

Equal Employment Opportunity

PPGNHAIK is an Equal Opportunity Employer. Equal Opportunity will be provided to all employees and applicants for employment on the basis of their ability and competence without unlawful discrimination on the basis of their race, color, ethnicity, national origin, gender, gender identity, gender expression, sexual orientation, religion, protected veteran status, marital status, age, disability, or any other status protected by applicable state or federal law.