Outpatient Access Specialist

Performs functions associated with patient information processing for ambulatory care visits. Completes the tasks of reception, registration, charge reconciliation process, appointment scheduling, eRecord task management, in-basket management, and Telephone encounter management using the electronic medical record and patient access and revenue cycle systems. Assures patient satisfaction with information processing and reception service. Requires accuracy in order to generate a billable service for the provider. Responsible for functions being completed in an accurate, efficient, and customer-friendly manner. Can be a resource to new staff. Responsible for monitoring own performance on assigned tasks. Self-directed: must make complex decisions. May train new or less experienced support staff.

Job Results & Essential Function

Reception:

• Greets patients to initiate a positive ambulatory experience.
• Requests patient identification, assures the use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, and identifies referring provider and primary care physician.
• Directs patients to the next destination, and obtains signatures as needed (e.g. for insurance forms).
• Identifies and assesses patients' special needs (e.g., interpreters).
• Monitors reception area to assure patient needs are met.
• Provides assistance to registration, insurance, and billing management when needed.
• Updates patients regarding waiting time for the provider every 15 minutes.
• Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations.

Registration:

• Collects patient demographic and financial information in an efficient customer-oriented manner asks specific questions of patients to verify information accuracy to establish a billable account.
• Enters respective information into the electronic medical record and patient access /revenue cycle system.
• Ensures completion of all appropriate forms by patients.
• Requests contact information for confirmation purposes.

Appointment Scheduling:

• Schedules new and return visits to ambulatory care using the electronic medical record and patient access/ revenue cycle system monitors schedules, and reports problems to Supervisor.
• Pre-registers patients for the next visit coordinates appointments for ancillary testing and/or referrals to other clinic sites.
• Follows up on any missed appointments and/or cancellations.
• Completes any correspondence or forms involved with appointment scheduling.
• Schedules interpreters or other outside services to meet patient's needs (e.g., transportation).
• Ensures patient satisfaction with visit prior to discharge from the area and prints After Visit Summary (AVS) at check-out when appropriate.
• May assist with provider template changes.
• Collect patient co-pays, prepare end-of-day deposits and reconcile any discrepancies.

Other:

• Telephone management and etiquette.
• eRecord maintenance and performance analysis for reconciliation and efficiency improvement.
• Customer interaction and assessment of situational urgency.
• Various Clinic service tasks as assigned.

Education & Experience

• High School Diploma or GED required.
• 2 years of related work experience in an administrative office or customer service field; or an equivalent combination of education and experience.
• Medical terminology knowledge preferred

Skills

• Must be detailed oriented and be passionate about customer service.
• Excellent communication and organizational skills.
• Ability to operate data entry keyboard.
• Experience with multiple systems, including but not limited to MS Word, Excel, and PowerPoint.
• Medical Terminology preferred

Physical Demands

• Sitting 90% of the day; walking 10% of the day.
• Lifting requirements are slight and related primarily to files.
• Finger dexterity is required to operate a computer keyboard.
• Hearing at a level enables one to hear normal conversation.
• Visual requirements of having the ability to read the computer screen, documents.

Language Ability

Ability to read, write and interpret documents in English such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read, analyze and interpret common scientific/trade/technical journals. Ability to write reports, business correspondence, and procedure manuals.

Math Ability

Basic math skills and competency in creating figures such as proportions, percentages, rates, and/or ratios.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Working Conditions

• Normal office environment.
• Must be flexible and adaptable to changing priorities and schedules; hours vary.
• Potential for exposure to chemicals and communicable diseases.

This job description is a summary of the job duties and requirements that represent the general nature and level of work being performed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This description is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All employees are expected to understand and adhere to the Standards/Code of Conduct and the Corporate Compliance Plan as well as ensure all educational requirements related to Corporate Compliance are implemented and adhered to as required by the CCP Education Plan, in addition to compliance with organizational policies and procedures, regulatory expectations, quality, and department standards, etc.