ESSENTIAL JOB FUNCTIONS
65% TIME FUNCTION
Patient Access Services: Responsible for implementing the Affinity Health Center model for patient care by incorporating the Patient Centered Care Principles in the daily workflow to enhance the patient experience and to make patient appointments efficient at main site and satellite sites; responsible for opening/closing building procedures as applicable; conducts intakes with new patients and assists community members in process of becoming new patients at Affinity Health Center; reviews forms to ensure accuracy/completion of required information; reviews/verifies all demographic and insurance information for each patient at each visit and makes necessary changes in EMR; requests and scans new patient required documents (ID, income verification, insurance card); follows process for addressing household income and sliding fee scale; reviews income/insurance and makes referrals to Benefits Navigator as appropriate; cross trains on all patient access roles/work stations (check in 1, 2, 3, dental, call center, check out, satellite sites, etc.); schedules patient appointments, cancellations, reschedules in EMR; assists AHC clients with accessing services as needed. Manages confidential information in workspace/lobby area according to privacy laws (including patient requests related to phone messages and mail). Maintains lobby area. Initial contact for all patient payments; prepares/balances bank reconciliation/deposits daily; maintains petty cash. Competencies: Good verbal communication skills; ability to relate to diverse people; ability to manage multiple tasks; strong organizational skills; awareness of and sensitivity to external environment; helpful and responsive attitude; good customer service skills; knowledge of phone system, electronic
health record/practice management system and HIPAA laws; sensitivity to patient confidentiality.
20% Call Center: Provides information to callers and/or refers caller to appropriate department; incorporates Patient Centered Care principles with managing calls and scheduling; provides quality customer service while assisting callers; flags medical care team in EMR for medical-related questions; assists patients with scheduling medical appointments, cancellations, reschedules in EHS; collaborates with nurse/MA triage to support patient care. Competencies: Good communication and customer service skills; ability to work in fast paced high-pressure environment; knowledge of phone systems, electronic health record and HIPAA laws.
10% Quality Assurance: Responsible for providing quality customer service and enhancing the patient experience; reviews call center recordings for QA purposes with Patient Access Supervisor; collaborates across departments to support AHCs Patient Centered Care Principles; provides input/feedback on processes to ensure quality care and services; reviews data entry in EMR to ensure accuracy and quality; works with the Patient Access Supervisor to work reports to maintain QA and compliance with data entry, sliding fee scale and accuracy for insurance and billing. Competencies: Ability to take initiative, work in high pressure environment, and coordinate and manage multiple projects efficiently, effectively, and independently; data management, effective communication skills (verbal and written).
5% Other: Responsible for receiving and documenting incoming medications for pickup by medical team; assists with the coordination of transportation services as needed; assists staff with projects/special services as needed and as time is available, including coordination of pharmaceutical lunches; assists with other duties as assigned; supports patient access responsibilities at satellite sites. Competencies: Ability to take initiative, work in high pressure environment, and coordinate and manage multiple projects efficiently, effectively, and independently; data management, effective communication skills (verbal and written); helpful and responsive attitude; team player; good communication skills; knowledge of relevant community resources; good organizational skills.
100% Total Essential Functions
EDUCATION, EXPERIENCE, ETC.
- · High School diploma or equivalent
- · Customer Service experience preferred
- · 2-3 years of medical office experience preferred
- · Electronic Medical Record experience preferred
- · Valid Driver’s License preferred; reliable transportation required
