patient access specialist - Greenfield, IN , USA, United States - Hancock Regional Hospital

Description

Patient access specialists are a critical part of the Patient Access department and serve as a clinical resource for both the Patient Access Advocate and the patient.

This role is responsible for resolving more complex scheduling needs, clinical questions and working with physicians, physician offices and other clinical staff to answer patient questions and resolve patient issues.

Additionally, this role will serve as back-up when the Patient Access Advocates have scheduling issues or an influx of patients that they aren?t able to serve.

They must have strong communication skills with an understanding of medical terminology and be able to deal effectively with others.

• Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency
• Responsible for the registration, referral coordination, and scheduling of visits for the department
• Registers patients and performs all registration-related functions, including explaining and obtaining all necessary patient consents and authorizations in a complete and timely manner, collecting financial paperwork (e.g., patient responsibility statement, etc.), and co-payment as required
• Successfully completes and actively participates in ongoing, required Meditech and customer service training
• Has the attitude and mindset of ?This patient or challenge is mine to own until I successfully satisfy or solve in a timely manner or pass it off to someone committed to doing the same.?
• May float to other areas throughout the department
• Abides by organizational and HIPAA guidelines, privacy practices, patient confidentiality, and patient rights
• Performs other duties as assigned

• Communication
• Focus on the needs of the patient with each interaction
• Answers phone calls promptly and courteously with a smile to provide a positive impression of Hancock Health.
• Directs calls appropriately for patient assistance.
• Effectively communicates in a timely and professional manner
• Answer high-volume inbound customer calls via an automated phone system
• Make outbound calls to patients, referrals, and sales as needed
• Utilize resources to troubleshoot and resolve patient issues
• Dedicated to providing best first impressions for our patients, visitors, physicians and associates
• Demonstrated oral communication skills needed to develop patient rapport and ability to independently address patient needs as appropriate.
• Resolves all clinical questions within scope of knowledge while providing excellent customer service on the phone and/or in person
• Schedules any necessary follow up appointments for patients, including any specialty or ancillary services as possible
• Assists with referrals and pre-certifications, at the time of encounter
• Properly utilizes and maintains patient recall and reschedule lists
• Maintains a high regard for confidentiality and abides by organizational and HIPAA guidelines, privacy practices, patient confidentiality, and patient rights
• Schedule patient appointments or tests/procedures by interpreting physician orders, by patient need, or by established protocols. Provide patient with instructions or preparation for the test/procedure
• Strong written and verbal communication skills and excellent spelling

• Demonstrated knowledge of medical terminology.
• Responsible for referral coordination and troubleshooting scheduling and referral issues for patients with multiple departments.
• This position manages complex appointment scheduling linking clinical visits, consults and ancillary services
• Obtains accurate patient information necessary for medical records, governmental requirements, billing, and third-party payer needs
• Electronically validates medical, demographic, insurance, and financial data in a timely and courteous manner
• Explains pre-appointment preparation requirements
• Provides patient education about coverage and liabilities; communicates possible payment obligations and personally connects patients to a financial counselor if needed
• Demonstrated reading skills to interpret instructions, manuals, insurance information, physician instructions and patient correspondence.

• Establishes files, maintains information, and scans medical records in a timely and organized manner
• Processes multi-channel messages related to patient and/or physician requests regarding appointments, evaluations, referrals, prescriptions, and complaints
• Accurately performs medical record maintenance
• Scan necessary documents into electronic health record
• Maintains accountability for accuracy of data collected and entered into systems
• When needed, check, and confirm patient benefits prior to scheduling visit.