Patient Access Lead

The CORE Institute; Phoenix (AZ); On-site; USD 52,000 - 72,000; Full time

Job summary

Healthcare Outcomes Performance Company (HOPCo) is seeking a Patient Access Lead to support call center representatives and the scheduling team, ensuring efficient patient flow and timely access to care.

The Lead may take supervisory duties in the supervisor’s absence, help develop scheduling materials, and serve as a point of escalation on patient or scheduling questions. This role requires strong communication, organizational, and training skills within a healthcare setting.

Qualifications

• High school diploma or GED required.
• Bachelor's degree in Health Care, Education, or related field preferred.
• At least three years of healthcare experience required.
• Call center or trainer/educator experience preferred.
• Experience with EHR systems or other software implementation training programs.
• Medical terminology, ICD, and CPT knowledge.

Responsibilities

• Provide leadership direction for opening/closing duties and department goals.
• Receive questions from scheduling agents and provide timely support for agents and patients.
• Motivate and encourage agents through positive communication and feedback.
• Monitor phone queues and ensure even workload distribution while coaching performance.
• Assist the supervisor to meet department goals related to occupancy, wait times, and abandon rates.
• Assist with researching, special assignments, and resolving scheduling discrepancies promptly.
• Attend department meetings; Saturday meetings may be required.
• Other duties as assigned by Senior Management.
• Utilize templates and referral systems to schedule patient appointments.
• Obtain patient demographics; update information to process insurance claims.
• Use appropriate systems to page providers on call.
• Process referrals and import documents to the patient chart.
• Answer and resolve all incoming calls and requests; escalate as needed.
• Support the scheduling team by being available on the Help Line for escalated questions.

Skills

Medical terminology

Call center experience

EHR experience

Training programs

Education

High school diploma/GED

Bachelor's degree in Health Care, Education, or related field

Tools

EHR systems

Job description

AtHOPCo, we are dedicated to taking care of you so you can take care of business! Our robust benefits package includes the following:

• Competitive Health & Welfare Benefits
• Monthly $43 stipend to use toward ancillary benefits
• HSA with qualifying HDHP plans with company match
• 401k plan after 6 months of service with company match (Part-time employees included)
• Employee Assistance Program that is available 24/7 to provide support
• Employee Appreciation Days
• Employee Wellness Events

QUALIFICATIONS

• High school diploma/GED required.
• Bachelor's degree in Health Care, Education, or related field preferred.
• A minimum of three years of experience in the healthcare field is required.
• Previous call center or trainer/educator experience is preferred.
• Experience with Electronic Health Record systems or other software implementation training programs.
• Medical terminology, ICD, and CPT

ESSENTIAL FUNCTIONS

• Responsibilities may include opening/closing duties for the department while providing leadership direction.
• Receives questions or calls from scheduling agents and provides timely support for the agents and patients.
• Motivate and encourage agents through positive communication and immediate feedback.
• Monitor phone queues on a regular basis to ensure that the workloads are distributed evenly and to coach agents to improve performance.
• Assist the supervisor to ensure the department goals are being met specific to occupancy percentages, call wait times, abandonment rates, etc.
• Assist supervisors in researching, special assignments and resolving scheduling discrepancies in a timely manner.
• Attends department meetings as assigned. (Saturday meetings may be required)
• Other duties as assigned by Senior Management.

Medical Office Scheduler Responsibilities

• Utilizes templates, scheduling assistants, and referral systems to schedule patient appointments.
• Obtain patient demographic information; update and confirms necessary information to allow processing of claims to insurance plans.
• Utilizes appropriate systems to page providers that are on call.
• Successfully processes referrals through the referral system, contacts patients to schedule appointments, and imports referrals/documents to patient’s chart.
• Answer and resolve all incoming calls and requests in a timely, accurate manner. Communicate with the leadership about potential patient concerns.

The Patient Access Lead Supports call center representatives to ensure optimum performance and patient care. Assists the Supervisor with process review, creating and maintaining materials to assist with scheduling, paging, and referral systems. Aids the scheduling team by being available on the Help Line to answer escalated questions and calls. The Lead Patient Access Lead may assume some supervisory responsibilities in the Supervisor’s absence.

Healthcare Outcomes Performance Company is a vertically integrated musculoskeletal outcomes management company.HOPCo manages physician practices, hospital service lines, population health and value-based care programs, and musculoskeletal delivery networks.

#HOP

Equal Opportunity Employer

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