Patient Access Specialist

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Patient Access Specialist

Market Range:

MR12

Approved Date:

2/17/2022 1:10:07 PM

FLSA:

Non-Exempt

EEO Code:

PARAPROFESSIONALS

Career Level:

C2

Career Level Description:

Core Services Level 2

Job Code:

100570

Job Family:

Health Services

Sub Family:

Health Services Administration

Primary Purpose

Assists patients during the onsite registration and arrival processes for scheduled and unscheduled visits. Provides excellent customer service skills and the ability to manage multiple tasks simultaneously and adjust to issues as needed in a dynamic work environment. Gathers patient demographic information reviews the insurance and medical information, ensures managed care requirements are met, collects patient liabilities when necessary, and complies with regulatory guidelines. Assists in checking patients in and out for appointments and scheduling follow-up care when needed. Assist with other administrative duties, including referral coordination.

•

Responds to telephone inquiries from patients with sensitivity and professionalism.

1

25%

•

Updates patient demographic and insurance information. Collect patient liabilities.

2

25%

•

Assists patients with on site registration and scheduling.

3

25%

•

Follow up on patient referrals

5

15%

•

Obtain patient demographics, personal information, and medical history by interviewing patients

4

10%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C2

Career Level Description:

Core Services Level 2

•

Works to deliver day-to-day objectives that moderately impact the achievement of the Work Group results.

•

Work typically involves regular review by senior employees and/or supervisors.

•

Responsible for making minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems. May be required to highlight areas of concerns/problems and submit or recommend solutions to supervisor in own Work Group.

•

Communicates within and outside the Work Group to obtain or explain information.

•

May provide guidance and assistance to new or entry-level employees.

•

Requires basic job knowledge of systems and procedures obtained through prior work experience or education.

Qualifications

•

High school diploma or GED

•

One year of job-related experience

•

Equivalent education and experience are accepted

•

Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

•

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

•

Strong verbal and written communication skills, in addition to strong presentation skills. 

•

Excellent interpersonal, communication and customer service skills with ability to communicate tactfully in stressful situations.

•

Ability to coach and mentor junior patient access representatives to address routine patient issues and inquiries

•

Ability to handle confidential matters with tact and discretion.

•

Ability to maintain positive work relationships across the organization.

•

Ability to exercise judgment and discretion in applying and interpreting policies and procedures.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Conflict Management

Brings substantial conflicts and disagreements into the open and attempts to manage them collaboratively, building consensus, keeping the best interests of the organization in mind, not only one's own interest.

Change Management

Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply routine verbal and/or written instructions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X