Patient Access Representative

The primary responsibility of a Patient Access Representative (PAR) is to represent Clinical Health Network for Transformation (CHN) to consumers in a friendly, positive, and effective manner.

The PAR will be responsible for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Patient Access Center. This will include following communication scripts, scheduling appointments, verifying patient insurance, pre-registering patients for their appointments, screening for alternate funding sources, properly advising patients of service estimates and performing other tasks that allow patients to visit their health center seamlessly.

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The PAR will be responsible for evaluating all requirements to ensure that appropriate information has been obtained. The PAR will need to provide exceptional customer service, treating all callers with dignity and respect and striving to anticipate and meet their needs. Working collaboratively with other Patient Access Center team members, PARs will strive to achieve quality and performance standards defined in training and leadership communications. The PAR reports directly to the Patient Access Manager.

Essential Functions

• Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
• Answer incoming calls professionally and seek to assist the patient however possible
• Maintain a positive, welcoming attitude in all patient interactions
• Offer prompt assistance to patients for a variety of services, including:
• Registering new patients into the EHR system
• Booking, canceling, and rescheduling appointments for reproductive healthcare, including abortion services
• Inputting and updating insurance information
• Relaying patient communications to provider
• Providing patients with pre-visit instructions as needed 
• Transferring calls to appropriate nurse advice staff when necessary
• Assist patients with identifying a provider and appointment that is appropriate for their care
• Use EHR systems effectively to guide the patient’s care
• Screen patient for financial support using real-time eligibility (RTE), while escalating more complex questions
• Contact patients to notify when visits are canceled or rescheduled
• Place the patient first in all interactions, including adhering to all HIPAA guidelines and regulations
• Provide training, support, and mentoring to colleagues
• Work with supervisors to achieve the established performance metric standards
• Use the phone system to track activities
• Participate in ongoing training and quality assurance exercises
• Adhere to all established workflows, scripting, and department greetings
• Meet performance goals for patient experience, quality, productivity, and all performance metrics
• Participate in special projects and performs other duties as assigned
• Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
• Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
• Work and build trust across cultural differences

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.

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Qualifications and Experience (Required)

• High school diploma or equivalent experience 
• Strong phone and verbal communication skills along with active listening 
• Customer focus and adaptability to different personality types 
• Ability to multi-task, set priorities, and manage time effectively 
• Ability to work a flexible work schedule including evenings and weekends 
• English language proficiency 
• Demonstrated dedication to Planned Parenthood’s mission, vision, and values 

Qualifications and Experience (Preferred)

• One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer services experience 
• Familiarity with call center systems and practices 
• Associate degree, or equivalent experience  
• Secondary language proficiency