Perform duties of PAS/R staff, by providing direction and assisting patients through the ambulatory registration/scheduling processes, while occasionally doing work to directly support the department. A subject matter expert and has a working knowledge of the departments’ operations. Duties include maintaining training resources, participating in interviews and training, overseeing department in the absence of the PAS supervisor. |
KEY RESPONSIBILITIES |
Performed majority of the time: |
· Answers inbound calls, makes outbound calls, creates appointments in accordance with each clinic’s guidelines. · Verifies patient demographics and insurance in Epic. Follows Epic guidelines to ensure information is correctly entered and maintained. · Reviews and updates training materials and creates new training materials when needed. · Interviewing new staff, training current staff, participating in meeting development. · Tracking attendance and performing timekeeping duties. · Auditing employee scheduling/registration activities for accuracy. · Provides support to Patient Access Supervisor with daily operations of the department, and in Supervisor’s absence, oversees the assigned department. · Maintains equipment and reports failure promptly to facilitate repairs. · Maintains resource documents (i.e. procedure manuals, reference books, user manuals, matrices etc.). · Communicates with clinical department staff to assure a positive/timely patient experience. |
Performed occasionally but critical to successful performance of the job: |
· Performs special projects and other related duties, as assigned. |
Education: | Required | · High school diploma or equivalent. |
Preferred | · N/A | |
Experience: | Required | · One (1) year of work experience in a medical office or call center setting, including high volume direct patient contact, or one (2) years of work experience in a high volume direct public contact position. · Working knowledge of an EMR (Electronic Medical Record) and medical terminology. · Medical billing and insurance terminology. |
Preferred | · N/A | |
Licenses, Certifications and/or Registrations: | Required | · N/A |
Preferred | · Certified Healthcare Access Associate (CHAA). | |
Job Related Skills, Abilities and Behaviors: | Required | · Provides support to Patient Access Supervisor with daily operations of the department, and in Supervisor’s absence, oversees the assigned department. · Audits employee scheduling and registration activities to ensure accuracy. · Assists in the training of new hires and current staff. · Actively participates in interviews of new applicants. · Works closely with other PAS staff to maintain training materials and scheduling resources. · Registers/schedules patients via phone based on physician orders and following the scheduling matrices. Registration includes gathering and verifying all the information on the Interactive Facesheet (IFS). · Verifies insurance using electronic insurance verification systems. · Must have excellent leadership skills. · Must have the ability to communicate effectively with team members and customers. · Demonstrated advanced patient scheduling skills. · Thorough knowledge of patient and referral processes in EPIC. · Experience with electronic scheduling, and electronic medical record systems. · Must be able to handle many functions at the same time. · Advanced computer skills, including MS Word, Excel and Access, Epic skills and online resource use knowledge. · Strong attention to detail and processes. · Protects PHI and maintains confidentiality. · Fosters positive work environment through teamwork and assistance. · Proven interpersonal problem-solving and conflict resolution skills. · Communicates effectively with pediatric, adolescent, adult, and geriatric customers based on principles of growth and development and life stages. |
Preferred | · Bilingual skills a plus. |
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