Category
Network Navigation - 8212
Description
JOB SUMMARY: Patient access specialists are a critical part of the Patient Access department and serve as a clinical resource for both the Patient Access Advocate and the patient. This role is responsible for resolving more complex scheduling needs, clinical questions and working with physicians, physician offices and other clinical staff to answer patient questions and resolve patient issues. Additionally, this role will serve as back-up when the Patient Access Advocates have scheduling issues or an influx of patients that they aren't able to serve.
The Patient Access Specialist must be self-driven and able to multitask and prioritize their work. They must have strong communication skills with an understanding of medical terminology and be able to deal effectively with others. This position is team-oriented and contributes to achieving department goals.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency
Responsible for the registration, referral coordination, and scheduling of visits for the department
Registers patients and performs all registration-related functions, including explaining and obtaining all necessary patient consents and authorizations in a complete and timely manner, collecting financial paperwork (e.g., patient responsibility statement, etc.), and co-payment as required
Successfully completes and actively participates in ongoing, required Meditech and customer service training
Has the attitude and mindset of 'This patient or challenge is mine to own until I successfully satisfy or solve in a timely manner or pass it off to someone committed to doing the same.'
May float to other areas throughout the department
Abides by organizational and HIPAA guidelines, privacy practices, patient confidentiality, and patient rights
Performs other duties as assigned
Competencies:
Demonstrates the following competencies: Communication Focus on the needs of the patient with each interaction
Answers phone calls promptly and courteously with a smile to provide a positive impression of Hancock Health.
Directs calls appropriately for patient assistance.
Effectively communicates in a timely and professional manner
Answer high-volume inbound customer calls via an automated phone system
Make outbound calls to patients, referrals, and sales as needed
Utilize resources to troubleshoot and resolve patient issues
Dedicated to providing best first impressions for our patients, visitors, physicians and associates
Demonstrated oral communication skills needed to develop patient rapport and ability to independently address patient needs as appropriate.
Resolves all clinical questions within scope of knowledge while providing excellent customer service on the phone and/or in person
Schedules any necessary follow up appointments for patients, including any specialty or ancillary services as possible
Assists with referrals and pre-certifications, at the time of encounter
Properly utilizes and maintains patient recall and reschedule lists
Maintains a high regard for confidentiality and abides by organizational and HIPAA guidelines, privacy practices, patient confidentiality, and patient rights
Schedule patient appointments or tests/procedures by interpreting physician orders, by patient need, or by established protocols. Provide patient with instructions or preparation for the test/procedure
Strong written and verbal communication skills and excellent spelling
Technical Demonstrated knowledge of medical terminology.
Responsible for referral coordination and troubleshooting scheduling and referral issues for patients with multiple departments.
This position manages complex appointment scheduling linking clinical visits, consults and ancillary services
Obtains accurate patient information necessary for medical records, governmental requirements, billing, and third-party payer needs
Electronically validates medical, demographic, insurance, and financial data in a timely and courteous manner
Explains pre-appointment preparation requirements
Provides patient education about coverage and liabilities; communicates possible payment obligations and personally connects patients to a financial counselor if needed
Demonstrated reading skills to interpret instructions, manuals, insurance information, physician instructions and patient correspondence.
Organizational Establishes files, maintains information, and scans medical records in a timely and organized manner
Processes multi-channel messages related to patient and/or physician requests regarding appointments, evaluations, referrals, prescriptions, and complaints
Accurately performs medical record maintenance
Scan necessary documents into electronic health record
Maintains accountability for accuracy of data collected and entered into systems
When needed, check, and confirm patient benefits prior to scheduling visit.
Position Requirements
EXPECTED BEHAVIORS:
Attitude/Customer Competencies Caring, compassionate, and approachable in all customer contacts
Privacy - respects customers' right to privacy and modesty
Confidentiality - maintains customers' confidentiality
Telephone etiquette - speaks so that customers hear a smile
Appearance - takes personal ownership of appearance and that of work environment
Initiative - takes necessary steps to fix problems immediately
Providing Direction and Customer Acknowledgment - provides personalized attention by being courteous, friendly, and helpful when responding to customers' needs
Timely service - recognizes that customers' time is very valuable; provides them with prompt service
Customer information/education - provides customers with the best information needed to make informed choices
Relationship Competencies/Work Group Competencies Demonstrates advocacy, respect and truth telling
Demonstrates accountability for own actions
Demonstrates the ability to respectfully address interpersonal conflicts
Takes initiative to help others
Demonstrates a learning attitude toward solving problems
Demonstrates openness to change and new learning
Reports to work on time and has regular attendance
Adheres to practice defined dress code
Attends staff meetings
Ethical Decision-Making Respects the needs, expectations and rights of all individuals
Advocates the rights of all to a safe environment
Uses sensitivity to cultural diversity to guide decision-making
MANDATORY LICENSE/REGISTRATION/CERTIFICATION:
CERTIFICATION/LICENSE: None
ADDITIONAL LICENSURE/CREDENTIAL REQUIREMENTS: High School Diploma or equivalent required plus post-secondary education courses or certification in Medical Office preferred.
EDUCATION AND EXPERIENCE REQUIREMENTS: Mandatory Continuing Education: Customer Service, Fire and Safety, Corporate Compliance (including Confidentiality), Infection Control, and education required by regulatory, accreditation bodies, scope of practice, and/or Hancock Regional Hospital. Knowledge of medical office practices and procedures.
Two plus years of experience in a healthcare setting, CNA, CMA or MA preferred
Excellent written and verbal communication skills
Proficiency in Microsoft suite (Outlook, Word, Excel, PowerPoint) is preferred
Demonstrated ability to use PCs (and toggle between multiple applications), MS Office, and general office equipment (i.e., printers, scanners, electronic signature pads, copy machine, multi-line phone, etc.) required
Excellent keyboarding/data entry skills required
Comprehension of department-specific associate duties and processes.
Full-Time/Part-Time
Full-Time
Shift
Days
Sign-On Bonus
Resubmittal due to closure after 120 days open?
Exempt/Non-Exempt
Position
Patient Access Specialist (741)
Number of Openings
1
Exempt/Non-Exempt
Non-Exempt
Open Date
4/5/2024
Location
Network Navigation
About the Organization
YOUR HEALTH IS OUR LIFE
Hancock Health is an Indiana-based, full-service healthcare network serving Hancock County and the surrounding areas. Our health system includes Hancock Regional Hospital, Hancock Physician Network and more than 20 other healthcare facilities, such as wellness centers, women's clinics, family practices, and the Sue Ann Wortman Cancer Center.
A Caring Community Partner
Our goal at Hancock Health is simple: To give every person the personalized attention necessary for a happy, healthy life. Our mission, vision, and values embody this goal.
OUR MISSION
To be a Caring Community Partner by healing, improving health and wellness, alleviating suffering, and delivering acts of kindness one person at a time.
OUR VISION
To be nationally recognized for kindness in the delivery of excellent quality patient care, efficient and effective operations, the adoption of proven technologies, the creation of a positive workplace environment, and excellence in community service.
OUR VALUES
Exceptional | Honorable | Devoted | Reliable | Kind
EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
This position is currently accepting applications.
