Patient Access Specialist II

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Position Summary:

• Receive inbound contacts (calls, internal and external referrals, emails, faxes, in-baskets, etc.) from patients, patient contacts and physician offices requesting services within JHMI

• Coordinate complex appointment scheduling of consults, return visits, and ancillary services required for assigned specialty services within the department

• Maintaining patient demographic and insurance pre-registration information in appropriate department scheduling system(s) (OCIS, MOSAIQ or Epic)

• Document patient encounters utilizing CMS

• Provide patients with information on physicians, billing and costs, directions to locations and educational materials.

• Answers patients or physicians' questions

• Interviews callers to obtain full understanding of what information or services that are being requested

• Initiate MyChart sign-up

• Provide high quality customer service on every call

• Promote teamwork and call center success. Occasionally expected to train new hires regarding department processes and protocols

• Depending on staffing and call volume, may be required to cross train to other departments to assist with patient calls

• Responsible for satisfying the customer and maintaining the image of JHM

Education/Work Experience:

• High school diploma or GED required. Minimum of two years of college preferred

• Requires a minimum of two years related of experience in medical office, hospital, medical call center or similar customer service environment including a comparable level of administrative experience in the military

Shift:

Full Time (40 hours)

Day Shift; 8:30am - 4:30pm

Non-Exempt