Patient Access Specialist - Call Center - University

Primary Objective

The Patient Access Specialist provides exceptional customer service to CEENTA patients and referring providers through effective telephonic and virtual communication.

Essential Functions

The essential functions for the position include:

• Collect, enter, and verify patient demographic and insurance information in the electronic health records (EHR) system
• Schedule/Reschedule/Cancel patient appointments in the EHR system
• Act as a liaison between patients and CEENTA providers by documenting and appropriately routing patient triage requests in the EHR system
• Address patient issues and complaints directly or forward the matter to the appropriate Practice Manager or Compliance Officer
• Operate a multi-line telephone system
• Collect patient pre-payments and balances
• Demonstrate predictable, reliable, and prompt attendance
• Demonstrate compliance with the Employer’s policies and procedures, including work rules and emergency action plans
• Ability to handle a stressful environment
• Ability to work as a team and effectively communicate in a respectful manner with co-workers and patients
• Ability to learn quickly, focus, and give attention to detail.
• Position will be eligible to work from home after successful completion of six months on site and meeting required productivity metrics

Core Competencies

• Customer Service – The Patient Access Specialist is often the first contact a patient has with CEENTA and must therefore demonstrate exemplary customer service to ensure a positive patient experience. This includes engaging patients, being receptive and responsive to their needs, and appropriately addressing any patient questions or concerns.
• Effective Communication – The Patient Access Specialist must communicate effectively and respectfully with patients and clinic staff in person, via phone, via email, and via EHR system messaging. They should be able to listen effectively and express themselves in a clear and articulate manner.
• Information Collection & Management – The Patient Access Specialist must be able to collect, organize, and monitor data accurately and efficiently. This data includes Protected Health Information (PHI), which must be handled in compliance with the Health Insurance Portability & Accountability Act (HIPAA).
• Multi-Tasking & Adaptability – The Patient Access Specialist must be able to multi-task and adjust their approach to meet changing demands and stressful situations while simultaneously addressing patient needs.
• Personal & Professional Ethics – The Patient Access Specialist must have integrity and honesty. Adherence to professional ethics as delineated by CEENTA and federal regulations (e.g. HIPAA) is required.

Accountability

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

Supervisory Responsibilities

The Patient Access Specialist reports to the Manager, Patient Access.

This position has no supervisory responsibilities.

Education and Experience

High school diploma or equivalent required. Minimum of one year related work history and Epic EHR experience preferred.

Work Environment

The Patient Access Specialist functions in a corporate call center. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. The call center can be loud and distracting at times, so the ability to focus and stay on task is of paramount importance.

Position Type and Expected Hours of Work                                                                                                                              

This is a full-time position with hours dependent upon call volume, Mondays-Fridays.
 

Physical and Mental Requirements

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• This is a largely sedentary role in which the employee is regularly required to sit, talk, or hear.

Travel

No travel is expected for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition to those essential functions identified above, individuals in this position are also responsible for performing other duties or tasks that may be assigned. CEENTA retains the discretion to add or change the essential job functions of this position at any time without notice.

A Typical Day in the Position

As a Patient Access Specialist in the call center, you will answer an average of 115 - 125 incoming calls per day to address patient needs such as scheduling, rescheduling, or canceling appointments, relaying messages to providers and their staff, and answering general patient questions. Generally, the Patient Access Specialist is the first point of contact for patients of CEENTA, so it is imperative that they greet each caller with a pleasant tone and polite disposition.