Patient Access Contact Center Representative

Acts as the initial contact person fielding incoming calls to BTNRH, focusing on customer service and the patient experience. Offers timely, courteous and confidential assistance to every caller ensuring first call resolution whenever possible. Collects and maintains accurate information on each patient to facilitate the patient encounter. Duties include the use of automated systems to expedite patient scheduling, insurance verification, call message routing, granting portal access and performing preregistration and other scheduling workflows or duties as assigned.

SCHEDULE- Part-Time. Mon-Thurs 7a-1230

MAJOR RESPONSIBILITIES & DUTIES

Answers incoming calls and respond to patient inquiries in a courteous and professional manner.

Determines appropriate actions to be taken which may include Scheduling of appointment(s), Insurance inquiries, Service Estimates, InBasket messaging to clinical care team as well as call escalation with warm transfer when emergent needs are identified.

Schedules appointments for patients and follow up on requested documentation which may include obtaining legal guardian consent, pre-visit paperwork, requesting external medical records, etc.

Schedules, reschedules and cancels appointments as requested, communicating with patients, guardians and departments as necessary.

Verifies patient insurance information and assist with billing inquiries such as estimated out of pocket liabilities.

Coordinates interpretation services as needed for appointments.

Provides instruction, driving / parking directions prior to appointment based on service location.

Secures and maintains accurate and detailed patient records updating pertinent demographic, guardianship, insurance and emergency contact information at time of scheduling and patient assistance.

Addresses patient complaints and escalate issues as needed.

Remains current with provider and specialty specific scheduling preferences.

Recognizes and responds appropriately to urgent / emergent situations per protocols.

Stays up to date on hospital policies and procedures.

Reviews daily work queues (WQ’s) to assure accuracy of appointment information and completion of needed appointments.

Meets quality and productivity standards for scheduling, registration, and phone management events, as defined by department leadership.

Notifies appropriate leader, clinic or provider and utilizes incident reporting system if / as service recovery is needed to resolve a customer complaint / concern.

KNOWLEDGE, SKILLS, AND ABILITIES

Ability to safeguard the privacy of the medical information in the patient record, maintaining strict confidentiality of the patient’s medical and financial records.

Ability to communicate clearly and concisely both orally and in writing with all staff, physicians, and patients in all aspects of the job to allow efficiency and promptness for patient care.

Demonstrates good judgment and reasoning skills along with high attention to detail. Ability to multitask efficiently and effectively working in a very busy work environment with a high volume of incoming / outgoing calls.

Ability to serve as a positive role model, supporting the mission of the organization.

REQUIRED QUALIFICATIONS

High school diploma or equivalent required.

One year of experience in a Healthcare industry call center, medical office or customer service-related field required.

Basic computer skills and experience with electronic medical record software required.

PREFERRED QUALIFICATIONS

Associate degree or higher preferred.

Previous work with EPIC preferred.

Diversity is more than a commitment at Boys Town—it is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results .