Patient Access Specialist - Peoria Women's Health

Springfield Clinic; Peoria (IL); On-site; USD 35,000 - 45,000; Full time

Job summary

An established industry player is seeking a Patient Access Specialist to be the welcoming face for guests and their families. This role is crucial in ensuring smooth operations by managing schedules, answering calls, and verifying patient information. With a focus on improving efficiency and enhancing customer experience, the ideal candidate will possess strong communication skills and a positive attitude. Join a dynamic team where your contributions will directly impact guest satisfaction and operational excellence. This position offers opportunities for growth, including certification, in a supportive environment that values your input.

Qualifications

• Comfortable with technology and able to assist guests with check-in.
• Eligible for CMAA exam within one year for growth opportunities.

Responsibilities

• Answer incoming calls and assist guests with scheduling and payments.
• Document guest requests in the EHR and maintain attention to detail.

Skills

Active Listening

Problem-Solving

Empathy

Effective Communication

Multitasking

Education

High School diploma or GED

2-3 years of college or equivalent experience

Tools

Electronic Health Records (EHR)

FollowMyHealth portal

Intermediate Computer Skills

Job description

The Patient Access Specialist (PAS) is the heart of the building and the entry point for providing a welcoming experience for all guests and their families. They communicate with various departments and Care Teams to ensure smooth guest flow and high data integrity. Responsibilities include managing daily work schedules for physicians and staff, answering phones, obtaining records, verifying patient information, scheduling appointments, entering charges, and collecting payments.

Improving efficiency and enhancing customer experience are key to success at Springfield Clinic.

Job Relationships

Reports to the Operations Manager.

Principal Responsibilities

• Answer incoming calls, identify caller needs, route calls, and take messages.


• Assist guests with check-in, verify and update demographic and insurance information.


• Proactively assist guests and Care Team members, providing information and hospitality.


• Help guests enroll in the FollowMyHealth portal and educate them on its use.


• Collect patient payments, provide receipts, and reconcile cash collected.


• Refer financial questions to appropriate resources.


• Schedule provider appointments accurately, analyze schedule capacity, and optimize utilization.


• Coordinate with departments and Care Teams to align scheduling efforts.


• Document guest requests in the EHR.


• Work system reports for providers, manage bump and wait lists, and overdue orders.


• Identify process issues and work on solutions to improve the guest and staff experience.


• Route emergency calls per procedures.


• Drive First Call Resolution by completing outreach efforts.


• Adhere to patient service standards and support a positive front desk environment.


• Complete front desk and call center duties efficiently and warmly.


• Follow workflow processes and collaborate for an exceptional guest experience.


• Maintain attention to detail and support a learning environment.


• Support other departments as needed.


• Stay current with policies and adhere to the Code of Conduct and Ethics.


• Support departmental goals and be open to growth opportunities, including CMAA certification within one year.


• Follow incident reporting policies and OSHA requirements.


• Provide excellent customer service and perform other duties as assigned.

License/Certificates

• Eligible for CMAA exam within one year; this is a voluntary growth opportunity.

Education/Experience

• High School diploma or GED preferred.


• Comfortable with technology.


• Preferred: 2-3 years of college or equivalent experience.


• Preferred: At least one year of medical office experience.

Knowledge, Skills, and Abilities

• Ability to build trustful relationships.


• Active listening, empathy, and problem-solving skills.


• Positive, professional attitude and appearance.


• Reasoning, interpretation, and evaluation skills.


• Innovative mindset for process improvement.


• Effective communication tailored to diverse audiences.


• Ability to multitask accurately in a fast-paced environment.


• Excellent attendance record.


• Intermediate computer skills.


• Commitment to impactful interactions and excellence.

Working Environment

Office environment with frequent sitting and standing.

PHI/Privacy Level

HIPAA1