Description

Riverland Community Health (RCH) is a Federally Qualified Health Center in St. Paul, where patients receive community-based Family Practice medical care in addition to mental health, dentistry, social work and other integrated services. When joining RCH, you become part of a diverse, inclusive, and welcoming team who are dedicated to serving our patients and pursuing our mission to deliver excellent healthcare for all and training for the providers of tomorrow.

JOB SUMMARY: Patient Access Clinic Specialist works in a clinic environment and is responsible for the scheduling of appointments, procedures, tests, and/or other appointments pertinent to all clinic departments in an efficient manner while maintaining patient and staff satisfaction. Obtains all necessary information from the patients, physician and/or office staff to make appropriate arrangements. Responsible for communications within and across departments to ensure the most efficient response for patients. Performs miscellaneous clerical, telephone operator, and patient registration functions as needed.

ESSENTIAL FUNCTIONS:

Administrative Duties:

• Responsible for answering multiple telephone lines for multi-discipline clinic and taking care of the callers needs quickly and correctly.
• Answer phone calls, answer questions, route and direct calls as appropriate.
• Act as a resource and a liaison between the front desk, call center and the provider teams to assist with problems that arise. Initiate communication with other teams/departments to resolve issues.
• Forward all urgent symptom-based calls to the triage nurse or team lead.
• Responsible for scheduling via phone or in person for medical and behavioral health appointments and other related labs or tests.
• Perform appropriate registration and scheduling functions via computer systems, including initial entry of demographic information, insurance information, referring physician data, guarantor accounts and exam information.
• Schedule services such as tests, procedures, follow-up visits and any other services the patient may require as taken from provider orders. Educate patients on appropriate services and clinic visit protocols.
• Outbound calls to schedule or reschedule (i.e., in-basket messages, provider out)
• Check in patients, verify and update demographic/insurance information.
• Collect payment information for copayments, private payments, patient balances and records payments
• Follow all office and scheduling policies and procedures
• Connect patients to resources, such as CHW, mental health, financial assistance programs etc.
• Patient Access In-basket work
• Handle patient complaints and concerns with empathy and respect. Escalate any calls unable to resolve to the Clinic Practice Manager when appropriate.
• Maintain work area in neat and orderly fashion.
• Maintain confidentiality of all employees, patients, and other privileged information regarding RCH business activities and according to HIPAA standards.

Patient & Customer Experience:

• Communicate in a manner consistent with positive patient relations.
• Demonstrate a welcome environment by answering phones in a timely manner and working to problem solve patient concerns expeditiously by answering questions, routing calls to appropriate team/person and taking clear messages on behalf of the patient when sending pool messages to teams.
• Provide helpful assistance in anticipating and responding to the needs of all patients and family members who call our clinic.
• Collaborate with patients/customers and other clinic staff in planning and decision making to result in optimal solutions.
• Remain calm under pressure and effectively deal with difficult people and situations.
• Independently recognize, interpret, and evaluate situations and their level of urgency.
• Maintain confidentiality of all employees, patient, and other privileged information regarding UFPHC business activities and according to HIPAA standards.

Perform other tasks as assigned.

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent customer/patient service and verbal communication skills.
• High level of attention to detail and multitasking skills.
• Ability to critically think under pressure in order to register and schedule our patients appropriately and accurately.
• Ability to enter data accurately and quickly into computer.
• Proper use of spelling and punctuation.
• Ability to read, understand, and follow verbal and written directions.
• Ability to utilize positive customer service skills.
• Problem solving skills.
• Ability to maintain confidentiality.
• Ability to work independently and as a team.
• Knowledge of regulations and laws regarding appropriate use of patient health information.
• Knowledge of medical terminology.
• Ability to perform the job in accordance with Riverland Community Health’s Standards of Business Conduct, which includes compliance, ethics and integrity, confidentiality, protection of assets and avoidance of conflicts of interest and inappropriate business relationships.
• Able to read, understand and follow oral and written instructions in Spanish.

EDUCATION/EXPERIENCE:

• High School Diploma or GED is required.
• Associate degree is preferred.
• 1-2 years’ experience working in a Medical Office, clinic or call center is required.
• Bilingual/fluent in Spanish is preferred.
• Experience working with the EPIC system is strongly preferred.
• Previous computer/keyboard experience is required.
• Knowledge of medical terminology is preferred.
• Experience with insurance and third-party payer information is strongly preferred.

CERTIFICATES, LICENSES, REGISTRATIONS:

None

PHYSICAL DEMANDS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

WORK ENVIRONMENT:

Work is performed in a clinic office environment. Contact by phone or computer with staff, patients and outside agencies (i.e. calls, Team messaging, emails, etc.).

SUPERVISORY RESPONSIBILITIES:

None

Hours:

Monday-Friday

8:30AM-5:00PM

$22.00 - $28.40/hour

A summary of our benefits include but are not limited to: health, dental, vision, HSA, FSA, basic life insurance, voluntary additional life insurance, spousal and child insurance, long-term disability, and a 403b retirement plan.

In addition, job offers made during flu season are conditioned on the candidate receiving the annual flu vaccination before their start date.

RCH is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.