The Patient Access Specialist is responsible for facilitating patient access services by managing incoming calls, assisting clinic customers at first point of contact, and streamlining clinic-wide communications. Also responsible for the daily work schedule for a group of physicians/staff by answering the phones, obtaining records, verifying patient information, scheduling appointments, entering charges and collecting payments.

Job Relationships

Reports to the Operations Manager

Principal Responsibilities

• Answer all incoming calls, identify the need of the caller and take messages as required.
• Check patients in, verify patient information and update information/register new patients as needed.
• Collect co-pay and/or payment at time of service as required.
• Schedule appointments for the provider according to provider group procedures, maintaining a high level of accuracy.
• Identify provider schedule capacity and analyze the availability for patient demand in order to maximize provider efficiency and schedule utilization.
• Collaborate with onsite department physicians and clinical staff to align scheduling effort and assist patients at first point of contact.
• Request future charts, add ons, stat, etc. Pull charts in office if required.
• Compile office charts for appointments one day in advance.
• Document patient requests to the office nurse through EHR.
• Work Televox reports specifically for assigned provider / provider group.
• Work office bump list / wait list / normal letters / overdue orders for assigned provider / provider group.
• Work the Access Center Task list for assigned provider / provider group.
• Maintain knowledge or experience in billing and insurance principles / practices.
• Route emergency calls to the office nurse/TeleNurse in accordance to the emergency procedure.
• Adhere to patient service standards.
• Maintain a positive attitude and professional behavior in associations with patients and employees.
• Responsible for continuing education and adhering to appropriate workflow processes.
• Report any workflow problems/complaints to the Manager.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Perform other job duties as assigned.

Education/Experience

• High School graduate or GED preferred.
• A minimum of one (1) year of medical office and/or phone experience preferred.

Knowledge, Skills and Abilities

• Proficient and accurate typing skills required.
• Knowledge of medical terminology is preferred.
• Deductive reasoning.
• Ability to work under pressure with accuracy.
• Excellent attendance in previous work environment.
• Demonstrates intermediate computer skills and knowledge of computer software programs.
• Effective verbal, written and interpersonal communication skills.

Working Environment

• Office type environment requiring extended periods of sitting.

PHI/Privacy Level
HIPAA1