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Position Details
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Summary/Objective
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The Patient Access Representative Position at NorthShore Health Centers requires excellent customer service skills. The job duties of Patient Access Representative are to schedule appointments for patients who call in by telephone, making sure they utilize appropriate scheduling guidelines in accordance with the purpose for the appointment.
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Essential Functions
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- Answers incoming calls in a courteous and professional manner, addresses the nature of the call, and if the call is for a reason other than scheduling an appointment, directs to appropriate department to ensure good customer satisfaction.
- If caller wishes to schedule an appointment, asks appropriate questions to determine nature of appointment, provider requested, etc., and utilizing EHR scheduling template guidelines, schedules the patient appointment accordingly.
- Follows HIPAA policies and practices at all times when handling incoming calls to protect patient confidentiality.
- When scheduling an appointment, always enters/updates patient information in NextGen practice management software.
- Explains to caller about financial information they must bring with them to their appointment to
qualify for: Sliding Fee, Commercial Insurance Visit, or Medicaid enrollment; to ensure patient
receives healthcare services that are affordable.
- Makes sure that all patient questions have been addressed satisfactorily before disengaging call.
- Educates patients on all services that are provided at NorthShore.
- Attends meetings and training sessions as required.
- Maintains a working knowledge of department policies and procedures.
- Handle reschedules of patient appointments as directed by Patient Access Supervisor or Director of Patient Services.
- Check and review all provider schedules and report any errors found.
- Contact patient to schedule appointment as follow up to Patient Portal Messages.
- Confirm patient appointments as instructed
- Manage in house referrals as directed.
- Executes other verbal or written specific assigned tasks, requiring similar or lesser skills and abilities, some which are continuing while others are occasional in nature.
*These essential functions are a summary of the primary duties and responsibilities of the position, and are not intended to be a comprehensive listing of all duties and responsibilities. The position will include other duties as assigned and duties are subject to change at management's discretion.
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Competencies
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- Planning and strategic foresight
- Responsible Decision Making
- Integrity and accountability
- Innovation and creativity
- Adaptive and flexible
- Leadership, teamwork, and conflict resolution
- Professionalism and work ethic
- Empathy
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Work Environment
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Work is performed in an office environment. Involves frequent personal and telephone contact with patients, physicians, and other healthcare personnel. Work may be stressful at times. Interaction with others is constant and interruptive.
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Travel
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Travel outside of Northshore locations will be rare for this position.
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Role Qualifications
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- Must be at least 18 years of age
- Must have reliable transportation
- High school diploma or equivalent
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Preferred Experience Requirements
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Two years of experience working within a healthcare setting.
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Minimum Education Requirements
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High school diploma or equivalent
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Preferred Education Requirement
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Associate's degree in business, or healthcare related studies
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Required Skills
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- Ability to analyze situations and solve problems at strategic and tactical levels
- Excellent interpersonal and customer service skills
- Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies
- Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors
- Practiced at organization and planning
- Employ Critical thinking and problem solving
- Maintains composure and operates with emotional intelligence
- Ethical reasoning and decision-making
- Strong attention to detail
- Receptive and responsive to feedback
- Excellent verbal and written communication skills
- Time management, prioritization, and sense of urgency
- Proficient with Microsoft Office Suite or related software
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Physical Requirements
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While performing the duties of this job, the employee may be required to sit and/or stand for prolonged periods, work longer than eight (8) hour shifts, and to work both day/evening/weekend shifts. Work may include hand dexterity as well as the need to reach, climb, balance, stoop, kneel, crouch, talk, and hear. The employee must occasionally lift and/or move up to 50 lbs. While performing the responsibilities of the job, the employee is required to talk and hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the job.
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