Medical Receptionist/Patient Access Specialist (Front Desk and Call Center )

Description

If you have strong customer service skills—both over and the phone and in-person—this role is for you! As a Patient Access Specialist (PAS), you will play a vital role in ensuring seamless patient access by managing incoming calls, assisting patients as their first point of contact and coordinating clinic-wide communications across both our call center and front desk. Additionally, PAS team members support physicians and staff by handling daily schedules, answering phones, retrieving records, verifying patient information, scheduling appointments, processing charges and collecting payments.

Job Relationships

Reports to the Operations Manager

Principal Responsibilities

• Answer all incoming calls, identify the need of the caller and take messages as required.
• Check patients in, verify and update their information and register new patients as needed.
• Collect co-pay and/or payment at time of service as required.
• Schedule appointments for the provider according to provider group procedures, maintaining a high level of accuracy.
• Identify provider schedule capacity and analyze the availability for patient demand to maximize provider efficiency and schedule utilization.
• Collaborate with onsite physicians and clinical staff to streamline scheduling efforts and provide seamless support to patients at their first point of contact.
• Request future charts, add-ons, stat orders and other necessary documents. Pull charts in-office when required.
• Compile office charts for appointments one day in advance.
• Document patient requests to the office nurse through the Electronic Health Record (EHR).
• Manage the office bump list, waitlist, routine correspondence and overdue orders for the assigned provider or provider group.
• Monitor and process the Access Center list to ensure efficient scheduling and patient follow-up for the assigned provider or provider group.
• Maintain a strong understanding of billing and insurance principles and practices.
• Direct emergency calls to the office nurse or TeleNurse following established emergency procedures.
• Adhere to patient service standards.
• Uphold a positive attitude and professional demeanor in all interactions with patients and colleagues.
• Take responsibility for ongoing education and ensure adherence to established workflow processes.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training and accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Perform other job duties as assigned.

Education/Experience

• High School graduate or GED required.

Knowledge, Skills and Abilities

• MUST possess excellent customer service skills.
• Proficient and accurate typing skills required.
• Strength in deductive reasoning.
• Ability to work under pressure with accuracy.
• Excellent attendance in previous work environment.
• Demonstrates intermediate computer skills and knowledge of computer software programs.
• Effective verbal, written and interpersonal communication skills.

Working Environment

Office type environment requiring extended periods of sitting.

PHI/Privacy Level

HIPAA1