Patient Access Representative, Open Access

POSITION SUMMARY

The Patient Access Representative will provide administrative support to clinical staff, establish indicated healthcare services for our community, and complete all general front office duties. The person in this role will use their skills to assist with the facilitation of care, work as part of the Care Team, while coordinating the flow of communication between nursing, medical and office staff to embody our mission in providing community accessibility, quality healthcare with compassion and dignity.

RESPONSIBILITIES

1. Create a climate of courtesy and kindness while greeting individuals and checking them in and out of their appointment upon entry and exit of the facility

2. Gather or verify registrations, scan identification and insurance card verifications. Advise toward online availability for registration forms or recommend early arrival to elevate efficiency of care

3. Answer and transition incoming calls with promptness and compassion to strengthen relations in a clear, controlled rate and a pleasant tone

4. Assist in managing provider scheduling to promote the highest of accessibility to meet individual needs by scheduling initial and follow up appointments, nurse visits, and confirmation calls while utilizing outreach reports such as appointment ticklers, wait lists, Medicare annual wellness visits, well child visits and others assigned by the Practice Manager

5. Collaborate with the referrals team to welcome new individuals into the KVHC network, scheduling services per protocol

6. Process and remediate cancellations and no-shows through empathic rescheduling to reduce the risk of gaps in care

7. Validate insurance eligibility and ensure authorization for scheduled appointments prior to making confirmation calls to support access to affordable care

8. Reaffirm appointment date, time, reason, provider, facility, demographics, insurance and any outstanding balances owed by the individual during confirmation calls and check in.

9. Provide clear and concise documentation in all areas of communications to best coordinate care throughout the KVHC network

10. Promptly guide visitors and incoming messages to the appropriate team members

11. Support KVHC integrity and infection control attentiveness through maintaining organization and cleanliness at the front desk and the waiting area to ensure a welcoming environment

12. Enhance time of service collections through co-pay, sliding-fee, payment plan creation, and balance collection.

13. Enrich the continuum of care through offering the walk out summary and future care appointments cards

14. Initiate sliding fee applications to assist individuals with any financial barriers and refer to the Patient Assistance department as needed

15. Facilitate the completion of Releases of Information Forms to coordinate care across all healthcare platforms externally

16. Balance cash drawer daily and complete bank deposit summary to safeguard daily financial transactions

17. Endorse and accelerate KVHC pharmacy transfers through education of our customers on our awarded 340B grant, and resulting pharmacy saving program and mail-order or home medication delivery

18. Reconcile medical and dental day sheet reports for accuracy of charges and adjustments. Ready and print day sheet schedules for the following day

19. Promote patient portal access and use to best serve our patients with efficiency and transparency

20. Uphold our C.A.R.E.S. customer service delivery model

21. Securely close down daily operations as trained to protect our assets and customer PHI

22. Aide in team development through the cross-training of office personnel in front office and scheduling procedures.

23. Present in a fashion that demonstrates good judgement in personal appearance that will preserve KVHC integrity in the eyes of our customers and colleagues

24. Champion a culture and uphold actions that will exemplify the progress needed to reach our established department goals

25. Performs additional duties or projects as assigned by the Practice Manager.

26. Adheres to all KVHC policies and protocols.

27. Complies with all safety rules and protocols. Reports all incidents, regardless of severity, immediately to their supervisor and completes an incident report and investigation form, which will be forwarded to Human Resources within 24 hours of the incident.

28. Conducts themselves as a good steward in the communities served by KVHC; represents the organization at outreach activities as needed.

29. Actively participates as committee member as assigned by the Chief Executive Officer.

30. Interacts harmoniously and effectively with others. Focusing on the attainment of organization goals and objectives through a commitment to team work.

31. Conforms to acceptable attendance and punctuality standards as expressed in the employee handbook.

32. Abides by the organization’s compliance program and requirements

33. At times you may be faced with challenges that may impact patient care. Addressing these challenges may not be in your job description, however Katahdin Valley Health Center encourages each team member to go above and beyond to address the patients’ needs in the moment. Employees have the autonomy to see the care experience through from A to Z to show our patients KVHC C.A.R.E.S.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Tuition reimbursement
• Vision insurance

Healthcare setting:

• Clinic

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred)

Work Location: In person