Position Summary

The Patient Access Specialist interacts with callers/patients by phone and other means of communication to schedule appointments, provide information, and deliver a professional, accurate, and timely contact experience. Patient Access Specialists serve as the voice of Legacy and are expected to maintain a calm and pleasant tone while explaining Legacy’s policies and procedures, documenting calls, and providing information.

Patient Access Specialist I is assigned to work primarily in one of three categories of the Patient Access Department:

• General Inbound Calls
• Specialty Inbound Calls
• Outbound Calls

Essential Duties and Functions

• Manage inbound/outbound calls in a call-center environment. 
• Maintain a positive attitude and sense of responsibility and commitment to helping others, which is demonstrated by adhering to scheduled work hours, and ensuring callers have a pleasant experience. 
• Ability to function in a highly structured environment with strict requirements for punctuality and attendance. 
• Schedule patient appointments following established protocols and processes, including discussing referrals, insurance status, and eligibility status to ensure appropriate patient access to care. 
• Follow documented processes/procedures and keep updated regarding current developments within area of expertise.  
• Displays good problem solving skills and ability to research information using appropriate resources. 
• Ability to use proper language, grammar and style in verbal and written communications while demonstrating exemplary customer service skills, listening skills and excellent phone etiquette. 
• Communicate with clinical and/or other departments using appropriate methods to assure that we have all requirements for patient’s appointment and/or treatment. 
• Identify high-risk or urgent symptoms and relay necessary information to clinical staff to assist in provision of appropriate recommendations. 
• Quickly and accurately complete any required data entry including patient demographics and payer information, call logging and/or reporting. 
• Perform multiple activities simultaneously such as speaking on phone while also operating a computer. 
• Understand basic health care industry terms, e.g. primary care, provider, benefits, HIPAA 
• Understand and comply with HIPAA policies. 
• Respond to emails and other non-phone inquiries/communications 
• Interpret subtle verbal indicators of distress or hesitance (ex: tone of voice, pauses, incomplete responses, etc.) and apply excellent interpersonal skills to de-escalate the situation and address the caller’s needs.
• Performs other duties as assigned.

Required Education, Certifications, Licenses, & Training

• High school graduate or equivalent required.

Required Knowledge, Skills and/or Abilities

• Customer service oriented 
• Pleasant, professional, and articulate phone voice
• Ability to handle multiple incoming callers/patients, tasks and responsibilities
• Strong verbal and written grammar skills
• Accurate keyboard typing, data-entry and mouse navigation skills
• Working computer knowledge of MS Windows, Email, Online/Electronic forms, and websites
• Basic knowledge such as math, alphabetical or numerical filing may also be required.
• Patient scheduling experience.
• Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.

Benefits

• Medical, Dental, and Vision insurance
• Long-Term Disability insurance
• Life insurance and AD&D
• 403(b) retirement plan
• Employee Assistance Plan
• Subsidized gym membership
• 24-hour travel assistance
• Paid Time Off 
• PTO Exchange Program
• Company holidays (9 days + 1 floating day)
• Bereavement Leave
• And more

Legacy Community Health is an Equal Opportunity Employer that welcomes and encourages diversity in the workplace.
Apply today.
Our short application process takes less than 3 minutes on your phone, tablet or computer.