Patient Access Specialist - Growth, Benefits & Impact

The South Bend Clinic; South Bend (IN); On-site; USD 36,000 - 52,000; Full time

Job summary

The South Bend Clinic is seeking a dedicated professional to join the Central Scheduling team at 211 N Eddy Street, South Bend, IN. You will contribute to a patient-centered, physician-led system focused on high-quality, coordinated care, with a strong emphasis on data accuracy and front-desk coverage.

Responsibilities include monitoring calls, ensuring compliant processes, and supporting Same Day Referral capture while participating in weekend call rotation and coverage of phones/front desk as

Qualifications

• Qualified candidates must possess a high school diploma or equivalent.
• Associates degree in related field preferred.
• Previous related industry experience and/or training or equivalent combination of education and experience is required.
• Fluency with word processing and spreadsheet computer functions.

Responsibilities

• Demonstrates the attitudes and behaviors of the South Bend Clinic’s Service Standards.
• Ensure that services are provided in accordance with state and federal regulations, accreditation and compliance requirements as set forth in Clinic policies and procedures.
• Maintain reliable attendance and follow all call-in rules for the safety and welfare of our patients.
• Interact with co-workers, staff of other affiliates, patients, members, and visitors in a positive and professional manner and communicate effectively and respectfully.
• Work as a team member helping others to contribute to the overall success of the South Bend Clinic.
• Keeps abreast of current Medicare, Medicaid, Blue Cross, Commercial Insurance third party payer policy changes, trends, technology, and the processes surrounding the applications use.
• Participates in core work groups to recommend and direct process development.
• Possess knowledge of all contact center software, reporting and quality metrics.
• Exhibits computer systems knowledge and proficiency as necessary to perform job functions.
• Demonstrates and consistently inputs accurate insurance and demographics.
• Demonstrates consistent copay collection.
• Supports approved Clinic and Department Goals.
• Helps to support Same Day Referral capture from both the phones and front desk aspects.
• Is a part of the weekend call rotation for possible coverage.
• Assists with coverage of phones/front desk as decided upon by the department manager.
• Quality Assurance
• Accurately report and document call monitoring and auditing results.
• Produce productivity reports for Contact Center leadership with recommendations on coaching and training needs for improvement.
• Establishes registration data standards system wide.
• Responsible for measuring data quality, creating follow up programs, troubleshooting respective performance problems and implementing system/procedural impacting solutions.
• Monitors the quality/trend by conducting quality monitoring of calls and their respective appointment, message, or refill request.
• Partners with Contact Center leadership to calibrate monitoring process and results.
• Completes monitoring and auditing forms on a weekly, monthly, quarterly, and annually cadence for all phone staff in conjunction with leadership to ensure staff adherence to policy and procedure.
• Provides ongoing reporting and analysis of issues and trends.
• Training and Development
• Designs, writes, edits, assembles, and distributes course materials.
• Conducts educator lead training sessions.
• Identifies needs, develops and conducts education, orientation, and training, establishes evaluation and effectiveness measurement.
• Utilizes a variety of methods and tools to identify training needs of team members including area of knowledge, skills, attitude, and performance level of individuals.
• Completes onboarding training including EPIC and Patient Access Training
• Analyzes, develops, and tests systems and/or software with Information Services (IS) making recommendations on feasibility and develops processes for all users.
• Oversees change management in the areas of software modification, upgrades, and third-party payer requirement changes by researching, analyzing, identifying, and prioritizing user needs and coordinating implementation activities with TIS, management and end users.
• Conducts software acceptance testing, staff training and other pre-operational tasks.
• Provides continued support to the application after implementation.
• Acts as a team member related to open/direct communication and fosters team building and leads work teams across disciplines/departments.
• Engages and collaborates with Contact Center leadership by participating in discussions, understanding the stated objectives, and providing input on solutions that offer benefit to the organization.
• Performs other duties as assigned when appropriate.

Skills

Interpersonal communication

Fluent English

Work under pressure

Presentation skills

MS Word/Excel

Education

High school diploma or equivalent

Associates degree preferred

Job description

The South Bend Clinic is seeking a dedicated professional to join the Central Scheduling team at 211 N Eddy Street, South Bend, IN. You will contribute to a patient-centered, physician-led system focused on high-quality, coordinated care, with a strong emphasis on data accuracy and front-desk coverage.

Responsibilities include monitoring calls, ensuring compliant processes, and supporting Same Day Referral capture while participating in weekend call rotation and coverage of phones/front desk as