Patient Access Representative 2 - Call Center

at  Franciscan Missionaries of Our Lady Health System

Responsible for accurately registering patients in EMR including validating patient information, verification of insurance coverage, collection of required payments and ensuring the patient’s experience is best in class. Serves as subject matter expert in processes and procedures. Also serves as a “Super User” for EMR systems in the clinic.

Job Functions:

• Customer Service/Patient Flow
• Accurately and efficiently registers patients in Epic; monitors and manages the flow of patients through the clinic utilizing initiative to ensure the patient experience is best in class.
• Monitors patient schedules and reviews accounts to determine the patient’s financial responsibility on account balance and arranges payment plans to collect. Assists patients with access to government and community resources to enhance their access to health care services.
• Works closely with physicians, nurse practitioners and nursing staff to ensure that referrals to other providers/services/facilities are completed in accordance with payor requirements in a timely manner.
• Facilitates the patient’s access to information including but not limited to MyChart access.
• Serves as subject matter expert and “Super user” for processes and procedures in the clinic assisting other staff members to perform job duties accurately and efficiently.
• Accurately updates patient records as needed.
• Accurately enters patient charges as necessary.
• Clinic Operations
• Actively supports clinic, hospital and health system initiatives related to improvement in the day-to-day operations.
• Manages cash in accordance with established policies and procedures to ensure that payments are accurately credited to the patients’ accounts and cash is maintained in a secure manner.
• Meets site collection goals.
• Performance Excellence
• Actively supports the organizations performance excellence initiatives.
• Performs duties in a manner that results in improved patient outcomes and patient satisfaction scores.
• Actively supports the organizations Culture of Excellence utilizing initiative to make suggestions that would improve the patient’s experience and the environment of care.
• Provides quality training and orientation for other Team Members when assigned.
• Other Duties as Assigned
• Performs other duties as assigned or requested.

Experience - One year experience in customer service/front desk role or a graduate of a front office/medical office program plus six months experience in a medical office setting.
Education - High School or equivalent
Special Skills - Professional demeanor, excellent customer service skills, ability to multi-task, critical thinking, demonstrated computer literacy, ability to learn and demonstrate proficiency in Epic during the introductory period.

Please refer the Job description for details