Bilingual Patient Access Specialist – Clinic

Location: Peoria, AZ
Date Posted: 03-30-2018
CareNational
Bilingual Patient Access Specialist – Clinic
Peoria, AZ
 
Your Job Summary: 
 
The Patient Access Specialist is responsible for scheduling across the organization for physicians, medical facilities and medical practices across the system by coordinating all aspects of scheduling including, but not limiting to, facility resources, physicians, authorizations, insurance verification, benefits and setting payment expectations to avoid surprises at the point of service. Using a broad understanding of customer engagement strategies, clinical procedures and company facilities, this position provides patients with an exceptional access experience that is easy, empathetic and differentiated in the marketplace.

Your Background:

Requires an education level of at least a high school diploma or GED; Associate’s or Bachelor’s degree is a plus.
At least 1-2 years’ healthcare support experience, preferably leading customer service brand in healthcare or managed care setting.
Experience in an in-bound call center or scheduler in a practice management environment preferred.
Requires knowledge of building customer loyalty through a willingness to care for the consumer, and providing an easy experience.
Requires exceptional customer service skills (in person and telephonic), as well as very strong computer user skills.
Knowledge of health care delivery systems is highly desirable.
Basic computer skills to include, Microsoft Word, basic data entry, and the ability to learn new computer system applications.
Bilingual (English/Spanish) speakers are required.

Your Duties:
  • Delivers an easy, empathetic and differentiated patient experience in scheduling medical access through coordination of patients, providers, facility resources, ancillary staff, records, referrals, authorizations and payers.
  • Receives and initiates calls to/from patients, providers, provider offices and facilities for scheduling access to services.
  • Effectively schedules appointments, tests and/or procedures leveraging various electronic medical record / scheduling software systems according to protocols established by clinical staff and scheduling standards.
  • Utilizes effective thought leadership in identifying alternative schedule solutions in the event patient’s preference is not available.
  • Obtains patient demographics, insurance information and necessary documents required to secure authorizations, referrals, or other data as determined by various facilities and insurance carriers.
  • Responsible for obtaining quality and accurate data during the intake/registration process. Acquires and documents pertinent patient medical information in accordance with procedural guidelines.
  • Provides patients with information, pre and post-test instruction, provides location of appointment and directions. This position answers questions as necessary within guidelines and protocols. Refers questions to medical offices as appropriate. Ensures patient has “no surprises” at point of service by setting payment expectations, as well as, providing estimated payment detail where applicable.
  • Effectively communicates and builds meaningful relationships through written, digital and verbal channels with patients, facilities, providers and other clinical colleagues to ensure an easy, empathetic, solution-orientated patient experience, included but not limited to phone, chat, email, electronic medical record messaging and other digital channels. Anticipates patient and provider needs and responds accordingly.
  • Solicits, labels, stores and manages scanned documents and orders received from physician offices in the document imaging software system.
  • Ensures that all appropriate documents are received prior to appointments and ensures that orders are compliant with each facility’s policy.
  • Where applicable, collects pre-payments and verifies insurance coverage to ensure “no surprises” and enable patient ease.
  • Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.
  • Provides all customers with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.
KAYLA ROGERS
ASSOCIATE SEARCH CONSULTANT
CareNational Healthcare Services
kayla@carenational.com
623.201.8732 (CALL – TEXT – FAX)
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