Employment Type:

Full time

Shift:

Description:

The Patient Access Partner II is responsible for answering incoming calls to provide assistance to patients and physicians requesting referrals and appointments. The PAP II will pre-register patients for appointments and tests, verifies and updates patient demographic and insurance information. Establishes and maintains ongoing partnerships with designated clinical partners to ensure achievement of aligned goals.

Cadence Appoint Scheduling Transactions -

• Utilizes scheduling software to perform a variety of actions including scheduling, canceling or rescheduling appointments.
• Schedules patient appointments in conjunction with orders and urgency of care.
• Uses expert questioning techniques to determine how request should be scheduled, when to refer call to a specific clinic or the Physician Referral Coordinator or escalate call to a nurse for immediate attention. Applies the “Open Access "concept for patient scheduling and ensures that patient and physician needs are met on a daily basis.
• Maintains outbound call workflow for waitlist and scheduled orders list.

Quality & Ongoing Training -

• Demonstrates a commitment to quality improvement and excellence. Incumbent is expected to identify and diagnose an issue and provide alternative solutions.
• Continuously meets quality standards and requirements by achieving a 95% or higher on quality assurance scores.
• Individuals work as a team to share best practices and disseminate knowledge.
• Participates in ongoing required training and development.
• Follows established policies and procedures.
• Develops goals for professional growth and strives to achieve those goals.

EPIC Registration –

• Accurately pre-registers patients for appointments and tests.
• Verifies and updates patient demographic and insurance information.

Managed Care –

• Understands and identifies insurance types.
• Validates contract status of insurance with Loyola for physicians and facility to ensure maximum reimbursement and correct payment.
• Verifies insurance information for each patient appointment.
• Reviews accuracy and makes appropriate changes as needed.
• Reminds patient of any financial obligations and documents appropriately.
• Reminds patients to obtain necessary referral form s and/or additional documentation and bring to clinic/ancillary department to ensure highest allowable reimbursement.

Clinic Partner -

• Works with designated clinical partners and dynamic schedulers to establish and maintain appropriate appointment scheduling protocols.
• Participates in informal meetings and regular clinic partner’s job-sharing rotations.
• Takes daily actions to build positive relationships with our clinical partners.
• Continuously displays a willingness to go above and beyond to meet patient and provider needs.

Magis & Service Excellence Accountabilities

• Responsible for consistently demonstrating our Magis values of Care, Concern, Respect and Cooperation through teamwork and effective communication in an effort to prevent and solve problems and to achieve quality outcomes, patient safety, customer satisfaction and a safe environment.
• Responsible for developing and maintaining an environment of service excellence as outlined in the Service Excellence standards.

Position Requirements

Required

• Associates Degree OR equivalent training acquired via work experience or education
• Minimum 1-2 years of previous job-related experience
• Demonstrate customer service excellence
• Basic Keyboarding Skills
• Microsoft Excel
• Microsoft Word

Required Skills

• Ability to communicate verbally
• Ability to deal calmly and courteously with people
• Ability to deal with stressful situations
• Ability to follow oral and written instructions and established procedures
• Ability to function independently and manage own time and work tasks
• Ability to maintain accuracy and consistency
• Ability to maintain confidentiality
• Ability to work as an effective team member

Preferred

• Call Center & Healthcare experience
• EPIC Cadence
• Associates Degree
• Microsoft Outlook

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

Salary : $34,500 - $43,700