Patient Access Specialist

The Patient Access Specialist is tasked with being a primary point of contact when anyone reaches out for help. They are responsible for coordinating various scheduling tasks for client appointments, while providing facility and program information as needed. Our goal is to always be a little kinder and a little quicker than our competitors – which translates into a positive client experience.

Tasks & Responsibilities

A. Essential Duties

1. Handle a high rate of calls in a professional and courteous manner.
2. Communicating with clients professionally to schedule, confirm, or reschedule appointments.
3. Utilizing scheduling software or tools to organize and manage appointment calendars effectively.
4. Coordinating with team members or service providers to ensure availability for appointments.
5. Regular maintenance of a worklist based on priority.
6. Ability to speak intelligibly and accurately about our program and services offered.
7. Work well on a team and maintain a high level of organization.
8. Maintaining accurate and timely records of appointments, cancellations, and rescheduled appointments
9. Meet KPI requirements as directed.
10. Other assignments as directed. 
11. Assist with other tasks if an employee is out or on leave. 

B. Additional  Duties

1.  Assists and covers other staff when necessary to maintain high productivity and efficiency in the department. 
2. As the company continues to grow, additional responsibilities that are essential for the department to be successful will be assigned accordingly

C. Interpersonal Relations

1. Create Meaningful Connections: Demonstrates ability to function effectively as a part of team. Uses outstanding oral and written communication with employees at all levels of the business for support and sharing of information.  
2. Take Accountability: Take constructive feedback and prevent discourse among our peers.
3. Live in the Solution: Critically thinking should be the solution when problems arise. Having the ability to accepts constructive criticism well in an open and non-defensive manner. 
4. Be Professional: Wear business casual attire (please see dress code policy).

Competencies

1. Adaptability
2. Attention to Detail

1. Customer Service
2. Decision Making
3. Dependability
4. Ethics
5. Interpersonal Skills
6. Job Knowledge
7. Conflict Management
8. Organization Skills
9. Productivity
10. Self Development
11. Teamwork

Performance Standards & Measurement

1. Compliance with essential and incidental duties; compliance with company policies and procedures.  
2. Compliance with state and federal laws and regulations applicable to the business. 

Equipment, Tools & Machines

• Use of computer, telephone, and other office equipment such as a printer and fax. 
• Use of company network and email domain. 

Working Conditions

• Air conditioned and well-illuminated office environment and outdoor environment. 

• May have several responsibilities at once.  Interaction with other is constant and can be interruptive.  
• Work may be stressful at times due to high level workflow.
• Availability to work flexible hours including weekends, holidays, and evenings as is required to comply with the purpose of the job and accommodate client needs. 
• Participates in educational training, orientations, or compliance programs as needed to maintain competency. 
• If you must leave your employment with our company, we request employee’s to give us at least 14 days resignation notice in writing.

Demands 

•  Enthusiastic self-starter operating with sustained energy and showing great initiative.
• Comfort working with a diverse base of support, including members, employers, providers, colleagues, community leaders, volunteers, non-profit organizations, vendors, etc. 
• Excellent interpersonal and communication skills, including ability to read, write, spell in English legibly and without excessive grammatical or communication errors. 
• Talk and hear both by person and by telephone; ability to speak clearly and effectively using proper grammar before patients, employees and business partners, among others. 
• Excellent organizational skills. 
• Accepts constructive criticism well in an open and non-defensive manner. 
• Ability to manage conflicting priorities.  Ability to maintain a positive work ethic and a congenial attitude in the face of a high-pressure environment.  
• Ability to function independently and with flexibility. 
• Ability to work under pressure, handle multiple tasks and interruptions.  
• Occasional lifting of moderately heavy office supplies; ability to lift supplies for community events, trade shows, conferences, and other marketing opportunities applicable to the organization; ability to lift, push or pull up to 25lbs. 
• Ability to sit, stand, or walk for extended periods of time.
• Must have strong computer skills to meet Microsoft Office and Electronic Health Record software requirements. 

Qualifications 

Education: 

• High School Diploma or equivalent.

Experience: 

• 1 year customer service experience is required. 
• Prior call center experience is preferred.
• Computer literate: Microsoft Office (Excel, Word, and PowerPoint) required.