Bilingual Patient Access Representative I - East Side Clinic

Job Description

Job Description

PHC has a unique opportunity for a candidate interested in a full-time position that will work half-time at East Side Clinic as a Patient Access Representative I & half-time as a Call Center Representative at PHC Call Center, located at our Administrative Office. This position typically works Monday - Friday 8 AM - 5 PM. Our team members are occasionally needed to cover other shifts, which may include a Saturday morning, or to work at other PHC clinics in Ames, Des Moines, and Marshalltown. Mileage reimbursement and / or an out of town travel bonus may apply.

As a Patient Access Representative I, you will be responsible for ensuring a positive and seamless experience for patients and visitors at the front desk of PHC medical or dental clinics. You will be the first point of contact, providing exceptional customer service as you greet patients, complete the registration process, assist with financial screenings, schedule appointments, and help patient access appropriate support resources. This role ensures efficient front office operations by managing the reception area, supporting revenue cycle processes, and collaborating closely with the care team. You will contribute to the improvement of clinic workflows and patient satisfaction by proactively addressing scheduling needs and participating in quality improvement initiatives. The Patient Access Representative position is a great way to gain hands-on experience that is useful for advancing in healthcare roles.

As a Call Center Representative, you will answer incoming calls to the call center to ensure efficient and effective patient communication and scheduling for PHC’s medical and dental clinics. You will provide excellent customer service while scheduling appointments and routing patient messages to appropriate recipients.

What You Will Do as a Patient Access Representative

Takes actions to create a positive customer experience for internal and external customers. Greets visitors, offering prompt and friendly service to those entering the building, calling on the phone, or through electronic messages in a professional and timely manner to ensure their needs are met. Manages the waiting area. Ensures the reception area and waiting room is clean and tidy. Maintains visitor log. Provides and collects visitor badges.

Accurately documents messages and communicates to the appropriate individual.

Schedules patient appointments for medical and / or dental clinics, identifying and correcting inaccuracies.

Completes accurate registration per the medical and / or dental clinic patient registration workflows paying particular attention to patient phone number, address, household income, homeless status, and guarantor.

Accurately loads insurance into the patient’s registration, ensuring insurance name and ID number are correct. Utilizes Real Time Eligibility (RTE) to confirm active insurance eligibility.

Ensures a consistent revenue cycle process in a medical or dental clinic. Maintains knowledge about enrollment and verification processes for medical or dental services at PHC.

Performs insurance verification prior to patient appointments to confirm active coverage for the visit. Helps patients apply for the sliding fee program. Refers patients to Patient Service Specialists for Medicaid, Marketplace and / or other platforms.

Helps patients apply for the sliding fee program.

Collects and processes patient payments and applies payment to the correct visit. Manages assigned cash box per established protocols.

Scans all acquired patient documentation and accurately indexes into electronic health records.

Monitors patient schedules in the medical and / or dental scheduling system to ensure optimization. Contacts patients due for recalls to fill the schedule, as assigned. Identifies if a patient appointment is running behind and keeps the patient informed. Offers appropriate resources to assist patients in overcoming barriers in making or keeping their appointment (e.g., telehealth, referral to family support workers).

Collaborates with Patient Care Team members and supports efficient clinic operations by following established workflows. Participates in activities designed to improve patient satisfaction and organizational performance. Contributes ideas and suggestions to improve the patient experience.

Performs other duties as assigned.

What You Will Do as a Call Center Representative

Answers incoming phone calls in a timely manner and routinely checks the queue to monitor calls holding, provides information and assistance, and properly and politely navigates patients through the organization. Uses de-escalation techniques when needed.

Schedules appointments for medical, behavioral health, and dental providers, as well as nurse visits and other services that require scheduling. Monitors schedules for errors or overbooking.

Collects, verifies and updates, and accurately documents patient demographic, billing, and insurance information in the electronic health record.

Follows protocols to properly screen and route calls and sends detailed messages through the electronic health record when needed.

Collects patient payments over the phone.

Qualifications You Need

Required

• Bilingual Spanish / English communication skills, written and verbal.
• A minimum of 1 year in a healthcare, human services or social services environment; or 2 years in a customer service role.
• Excellent customer service skills and commitment to service excellence.
• Effective verbal and written communication skills.
• Good problem-solving skills with ability to apply critical thinking.
• Takes initiative and demonstrates dependability.
• Team oriented with ability to collaborate effectively with others.
• Listening and reading skills with ability to follow written and verbal instructions.
• Basic math skills with ability to count money and make change.
• Basic computer skills with proficiency using Microsoft Office applications, keyboard entry and internet-based applications.
• Detail oriented with high degree of accuracy
• Prioritization skills.
• Strong interpersonal skills with ability to establish and maintain effective working relationships with a diverse group of individuals.
• Demonstrates professionalism with ability to remain calm in all situations and show empathy.

Preferred

We Take Care of Our People

Your related experience and skills determine your base pay. Our typical hiring range for this position is $15.50 - 21.25 per hour. Candidates with extensive related experience may be considered for additional compensation up to the pay range maximum. In addition to base pay, PHC offers a comprehensive benefits package, including :

Generous PTO accrual

Eight paid holidays

License / certification fee reimbursement

Paid time off for continuing education & continuing education reimbursement

Tuition reimbursement program

401k with company match

Medical insurance

Dental insurance

Vision insurance

Life & disability insurance

Flexible spending & health savings accounts

Supplemental accident & critical illness insurance

Discounted pet insurance

PHC Pride rewards program

Visit https : / / phciowa.org / careers for a summary of PHC’s benefits.

Grow Your Career with PHC

We take pride in offering development and growth opportunities to our team. Some of our training opportunities include Emerging Leaders, Dental Assitant Trainee Program, & Medical Assistant Trainee Program. In the last year, over 30% of our open positions were filled through promotions or transfers.

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