Patient Access - Call Center Representative

Blue-Ridge-Medical-Center; Arrington (VA); On-site; USD 23,000 - 28,000; Full time

Job summary

Blue Ridge Medical Center in Arrington, VA is seeking a Patient Access - Call Center Representative to handle inbound/outbound calls, schedule appointments and verify insurances while maintaining HIPAA compliance. The role supports the care team and coordinates with multiple departments to ensure efficient patient flow.

The position requires a high school diploma, strong communication skills and the ability to multitask; Spanish is a plus.

Qualifications

• High school diploma or equivalent.
• Degree from a medical or health-related field a plus.
• (2) years’ experience as receptionist, clerk or assistant, preferably in a medical setting a plus.
• Typing skills and familiarity with computers/programs is essential.
• Strong written and oral communication skills.
• Ability to work effectively in a multi-task and team-oriented environment.
• Ability to speak Spanish a plus.

Responsibilities

• Operates telephone system properly and uses appropriate techniques to place, transfer and receive telephone calls.
• Communicate with clarity and courtesy on telephone, in person and in written communication.
• Operate computer database using two patient identifiers to look-up patient accounts, generate telephone encounters, update registration information, verify insurances and complete other computer operations as necessary.
• Keep confidential information learned in the course of daily work; comply with HIPAA regulations.
• Play an active role in training new employees who are members of the care team or patient access team.
• Contact call service and inform them of closing dates or emergency closings of BRMC.
• Schedule appointments to meet patient needs following scheduling parameters set by the center and the specific provider.
• Assess and address the needs of callers: schedule appointments, take messages/telephone encounters, and promptly dispatch calls to appropriate staff.
• Make calls as needed to schedule/reschedule appointments.
• Verify insurance and/or enter new insurance for patients and inform patients of any outstanding balances
• Work closely with nursing staff to triage patient needs and schedule appointments. Uses Nurse Triage Algorithm to assist in determining appropriate actions based on patient's symptoms.
• Assist other departments (Dental, behavioral health, pharmacy, medical records, referrals, etc.) as needed
• Communicate with no-show patients by phone or by mail as directed by provider and center policy.
• Work closely with front office team members to share information and provide cross-coverage assuring that patient services responsibilities of the care team are carried out correctly and in a timely manner.
• In the event of inclement weather or other threats to the center opening on schedule, the Patient Access Representative - Call Center prints and takes home the schedule for the day(s) in question. Should the center not open, the Patient Access Representative - Call Center contacts their assigned provider's patients to cancel and/or reschedule appointments.
• Empanel patients in the electronic medical record system.
• Addresses TEs, Actions (Jelly Bean) in a timely manner.
• Assist coworkers with all front office and scheduling functions.
• Retrieves messages from after-hours service and takes necessary actions to assure callers' needs are addressed by the appropriate department/staff.
• Attends staff meetings and trainings.
• Performs other necessary duties as assigned by the Patient Access Manager or BRMC Management to meet the goal of providing quality health care services.

Skills

Phone etiquette

Verbal comm

Active listening

Confidentiality

Multitasking

Spanish

Education

High school diploma

Health field degree a plus

Job description

Patient Access - Call Center Representative

EOE Statement Blue Ridge Medical Center is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

Job Summary: The Patient Access Representative - Call Center works as a member of a care team consisting of clinical and non-clinical staff within BRMC. He/she receives incoming/makes outgoing telephone calls, addresses the needs presented by patients or dispatches the caller to the appropriate staff person/department. He/she schedules appointments in the computer scheduler, taking into consideration scheduling protocols, provider availability and optimal patient flow. The Patient Access/Call Center Representative must remain consistently polite, efficient and patient care centered in all communications with patients and staff. He/she must work closely with providers, nursing staff, medical records, referrals, eligibility, pharmacy, dental, interpreters, other areas of patient access and management to maintain efficient operations with quality patient care as primary consideration. Demonstrates a sincere dedication and loyalty to the mission, vision and core values of BRMC.

Responsibilities

• Operates telephone system properly and uses appropriate techniques to place, transfer and receive telephone calls.
• Communicate with clarity and courtesy on telephone, in person and in written communication.
• Operate computer database using two patient identifiers to look-up patient accounts, generate telephone encounters, update registration information, verify insurances and complete other computer operations as necessary.
• Keep confidential information learned in the course of daily work; comply with HIPAA regulations.
• Play an active role in training new employees who are members of the care team or patient access team.
• Contact call service and inform them of closing dates or emergency closings of BRMC.
• Schedule appointments to meet patient needs following scheduling parameters set by the center and the specific provider.
• Assess and address the needs of callers: schedule appointments, take messages/telephone encounters, and promptly dispatch calls to appropriate staff.
• Make calls as needed to schedule/reschedule appointments.
• Verify insurance and/or enter new insurance for patients and inform patients of any outstanding balances
• Work closely with nursing staff to triage patient needs and schedule appointments. Uses Nurse Triage Algorithm to assist in determining appropriate actions based on patient's symptoms.
• Assist other departments (Dental, behavioral health, pharmacy, medical records, referrals, etc.) as needed
• Communicate with no-show patients by phone or by mail as directed by provider and center policy.
• Work closely with front office team members to share information and provide cross-coverage assuring that patient services responsibilities of the care team are carried out correctly and in a timely manner.
• In the event of inclement weather or other threats to the center opening on schedule, the Patient Access Representative - Call Center prints and takes home the schedule for the day(s) in question. Should the center not open, the Patient Access Representative - Call Center contacts their assigned provider's patients to cancel and/or reschedule appointments.
• Empanel patients in the electronic medical record system.
• Addresses TEs, Actions (Jelly Bean) in a timely manner.
• Assist coworkers with all front office and scheduling functions.
• Retrieves messages from after-hours service and takes necessary actions to assure callers' needs are addressed by the appropriate department/staff.
• Attends staff meetings and trainings.
• Performs other necessary duties as assigned by the Patient Access Manager or BRMC Management to meet the goal of providing quality health care services.

Compensation Range: $16.73/hr - $20.06/hr

Position Requirements

Minimum Qualifications

• High school diploma or equivalent.
• Degree from a medical or health-related field a plus.
• (2) years’ experience as receptionist, clerk or assistant, preferably in a medical setting a plus.
• Typing skills and familiarity with computers/programs is essential.
• Strong written and oral communication skills.
• Ability to work effectively in a multi-task and team-oriented environment.
• Ability to speak Spanish a plus.

Required Skills

Must be able to communicate with a broad range of people; strong phone and verbal communication along with active listening abilities; speak in a pleasant and courteous manner; must maintain confidentiality; be professional in appearance; possess an attention to detail and accuracy; comprehend established business and office procedures; and spell and comprehend medical terminology.

Working Conditions

• Sit for up to 3 hours without a break.
• This position is a FLSA non-exempt position which may require work in excess of 40 hours per week. Work hours are Monday through Friday during variable hours of clinical operations which includes some Saturdays to meet the Center’s needs and accomplish the duties of this position.
• Comply with and set example of compliance with BRMC’s policies/procedures/practices; comply with legal requirements for human resources, non-profit organizations and HRSA and other government regulations.
• Perform and complete duties under stress and demand from different sources; meet strict deadlines.
• Tolerate prolonged computer related exposure. Able to sit or stand at a workstation for long periods of time.
• May be exposed to hostile or emotional clients, family members, and staff, as well as disturbing or sensitive information.
• May be exposed to infectious diseases and medical waste.

Full-Time/Part-Time Full-Time

Shift -not applicable-

Exempt/Non-Exempt Non-Exempt

Location Arrington - Main Campus

About the Organization Founded in 1985 in beautiful Nelson County, Virginia, Blue Ridge Medical Center (BRMC) offers primary care, pediatrics, dentistry, x-ray, lab, physical therapy, pharmacy, and behavioral health services. BRMC is a 501(c)3 non-profit Federally Qualified Health Center and a certified Patient-Centered Medical Home. The Center is accredited by the Joint Commission and is a leading practitioner of population health and care management programs. We currently provide integrated health services at locations in Nelson, Amherst, and Appomattox Counties.

Our mission is to improve access to comprehensive primary care and to reduce health disparities for all people in our community.

Our Vision is to be a vital, vibrant health center, recognized as the preferred provider of health care for the people in our community.