041 - Patient Access Representative

Morris Heights Health Center; New York (NY); On-site; USD 57,308,000 - 64,959,000; Full time

Job summary

Morris Heights Health Center in Bronx, NY seeks a Patient Access Representative to handle call center duties and referrals. You will be the first contact for patients, delivering high-quality customer service while maintaining HIPAA compliance.

The role requires strong communication, bilingual abilities, and experience in a fast-paced healthcare environment. Expect to work in a team-centered call center with emphasis on patient retention and accurate data entry.

Qualifications

• Associate degree preferred or equivalent experience in customer service
• Minimum 2 years of customer service experience; 3+ years in a call center role preferred
• Bilingual fluent in languages of patient population; strong written and verbal communication
• Ability to work in a fast-paced environment and follow HIPAA regulations

Responsibilities

• Answer incoming calls within three rings and meet service level standards
• Provide professional, courteous, accurate information and high-quality customer service
• Assist callers to identify needs and route to appropriate service units
• Support training of new staff and provide buddy-system assistance
• Transfer calls when information is unavailable and document interactions
• Search and enter information into computer systems while on calls
• Document calls with dates, times, and patient statements
• Answer questions about services hours, locations, and directions
• Guide callers on PCP changes and health promotions at MHHC
• Conduct outreach reminder calls for preventive care
• Verify and update patient insurance and demographics
• Identify workflow improvements and contribute to policy development
• Schedule, cancel, and reschedule appointments with appropriate services

Skills

Customer service

Bilingual

Communication

Team collaboration

Education

Associate degree preferred

High School Diploma or GED

Tools

Spreadsheet software

Job description

Job Details

Job Location: Bronx, NY 10453

Salary Range: $20.00 - $22.67 Hourly

Position Overview

The position of a Patient Access Representative with the multitask of Call Center and Referrals is an important position to organizational initiative of patient retention. This individual is the first organizational representative with whom a customer interacts. This individual is responsible for delivering high quality customer service at an operationally efficient cost. This individual is responsible for answering the majority of calls to the organization, screening all calls to determine the appropriate person/unit/service for handling. This individual must be patient focused, exhibit strong customer service skills and at the same time project a professional organizational image through telephone interaction. This individual must follow the HIPAA Privacy and Security regulations, which are mandated by the federal government to protect identified information.

Job Responsibilities

• Answer incoming calls within three (3) rings, adhering to organizational call standards outlined in the Call Center telephone training manual provided in order to ensure service at required service levels
• Respond to all inquires in a high professional and courteous manner, communicating information clearly, accurately and completely while providing a high level of personalized customer service.
• Assist in helping caller identify needs and/or concerns in resolving needs or concerns to ensure patient satisfaction and retention
• Assist in Training of New Staff and provide a Buddy System support
• Transfer customer calls to appropriate party when unable to provide the information requested utilizing standards set forth in the organizational telephone training for call transfers
• Search for and enter information into computer, moving between 2 or more open browser screens while conversing on the telephone.
• Usage of appropriate and detail Documentation of all calls when deem necessary. Outline name of callers, date, time, and patient's statement using objectives.
• Field questions from potential and current patients regarding services hours of operation, location of different sites, directions and other organizational specific inquiries
• Guide caller in reference to PCP Change, other visits or health promotions at MHHC caller or Patient would benefit.
• Conduct outreach preventive care reminder calls to assist patients in managing their healthcare
• Verify and update patient insurance and demographic information.
• Assist in identifying workflow improvements and/or policy and procedure development to ensure organizational goals are met including department structures.
• Assist with continuity of care in scheduling, cancelling and rescheduling appointments; identify type of appointment needed to accommodate patient such as routine OB/GYN exams, radiology tests, and specialties, in-house and external referrals. etc.
• Prepare and maintain daily reports as required including maintaining Spread Sheets according to the department needs.
• Maintain department Binder up to date with processes, training, policies, and other department educational tools
• Operate effectively in a team-oriented Call Center environment
• Provide great customer service evident by professional dress code and respectful communication with patients and co-workers.
• Collect data for regulatory agency reviews and performance improvement purposes.

Qualifications

• Education: Preferably an Associate Degree. High School Diploma or GED. Experience in dealing with the public: customer service skills a plus.
• Experience: No less than 2 years of customer service skills. Three c (3) or more years or experience as a Call Center Representative or multiple-position customer center call operator.
• Interpersonal Skills: Excellent interpersonal skills. Must be able to communicate with patients in a professional tone of voice. Must be able to interact with coworkers and the professional staff. Must be able to function in a fast-paced environment.
• Language: Must be bilingual (fluent in the languages of the patient population we serve); Demonstrate effective written and verbal skills.
• Physical & Environmental Requirements: The physical demands describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee ‘is required to sit for extended periods at a desk while operating Keyboard and answering calls. Must have ability to perform repetitive motion (keyboarding and note taking). Extended periods of headset use are required. The employee must occasionally lift and/or move up to ten (10) pounds. Specific vision abilities required by this job include close vision and long periods of viewing a computer screen.