Patient Access Representative

Peninsula Orthopaedic Associates; Salisbury (MD); On-site; USD 34,000 - 42,000; Full time

Job summary

Peninsula Orthopaedic Associates is seeking a Patient Access Service Representative to schedule exams and handle patient inquiries. You will refer patients to staff, take messages, and support efficient clinic operations.

Ideal candidates have a high school diploma, prior medical office or call center experience, and preferably CCMA/LPN/ATC credentials. Strong confidentiality and customer service skills are essential.

Qualifications

• High School Graduate or Equivalent.
• Experience in a medical office or high volume call center.
• CCMA, LPN or ATC preferred.

Responsibilities

• Supports Peninsula Orthopaedic Associates’ vision, mission and values and follows all policies and procedures.
• Maintains confidentiality for PHI and other information.
• Complies with OSHA, HIPAA, IT Policy and patient safety standards.
• Acts as first contact for patients via phones and understands clinic operations and accepted insurances.
• Assists patients by scheduling or canceling appointments and referring to correct staff.
• Communicates professionally with patients of all ages.
• Maintains and updates schedule of providers’ availability and contacts patients about changes.
• Maintains files and databases.
• Responds to inquiries or routes questions to the correct staff.
• Handles arrangements for patient utilization, records pulling, exams and supplies.

Skills

Customer service

Phone etiquette

HIPAA awareness

Education

High School Diploma or Equivalent

CCMA/LPN/ATC preferred

Job description

As a Patient Access Service Representative you will schedule exams for patients and handle customer service inquiries. Additionally, you may refer some patients to other staff members or physicians and take messages as appropriate.

Qualifications

• High School Graduate or Equivalent
• Previous experience in a medical office or high volume call center
• Certified Clinical Medical Assistant (CCMA), LPN or ATC preferred.

Job Responsibilities

• Supports Peninsula Orthopaedic Associates’ vision, mission and values and follows all policies and procedures
• Maintains confidentiality for any and all information, including Protected Health Information (PHI), accessible while performing job duties
• Maintains compliance with OSHA, HIPAA, IT Policy, patient safety standards and all other POA requirements
• Acts as first contact for patients via phones – needs to be knowledgeable of clinic operations and accepted insurances
• Assists patients by determining needs, scheduling or canceling appointments, or referring to correct staff person
• Communicates with patients of all ages in a professional manner at all times
• Communicates with co-workers and employees in a manner which promotes a highly team-oriented approach
• Maintains and updates schedule of medical service providers' availability, maintains contact with patients, notifying them of any scheduling changes
• Maintains files and databases
• Responds to inquiries on policies and procedures and/or refers questioner to correct staff person
• Handles any necessary arrangements for patient utilization, i.e. pulling records, determining needs, scheduling pre- examination tests, ensuring necessary equipment or supplies are available
• Assists with any other medical record duties such as scanning or purging files, processing health history forms, etc.
• Meets the Key Performance Indicators (KPI) as established by call center management
• Works effectively with physicians and staff
• Conducts his/herself ethically
• Possesses thorough attention to detail
• Fosters team work
• Demonstrates expert customer service skills with a focus on problem resolution to complex issues
• All other duties as assigned by management