Patient Access Specialist - Call Center

Primary Objective

The Patient Access Specialist provides exceptional customer service to CEENTA patients and referring providers through effective telephonic and virtual communication.

Essential Functions

The essential functions for the position include:

• Collect, enter, and verify patient demographic and insurance information in the electronic health records (EHR) system
• Schedule/Reschedule/Cancel patient appointments in the EHR system
• Act as a liaison between patients and CEENTA providers by documenting and appropriately routing patient triage requests in the EHR system
• Address patient issues and complaints directly or forward the matter to the appropriate Practice Manager or Compliance Officer
• Operate a multi-line telephone system
• Collect patient pre-payments and balances
• Demonstrate predictable, reliable, and prompt attendance
• Demonstrate compliance with the Employer’s policies and procedures, including work rules and emergency action plans
• Ability to handle a stressful environment
• Ability to work as a team and effectively communicate in a respectful manner with co-workers and patients
• Ability to learn quickly, focus, and give attention to detail.

Core Competencies

• Customer Service – The Patient Access Specialist is often the first contact a patient has with CEENTA and must therefore demonstrate exemplary customer service to ensure a positive patient experience. This includes engaging patients, being receptive and responsive to their needs, and appropriately addressing any patient questions or concerns.
• Effective Communication – The Patient Access Specialist must communicate effectively and respectfully with patients and clinic staff in person, via phone, via email, and via EHR system messaging. They should be able to listen effectively and express themselves in a clear and articulate manner.
• Information Collection & Management – The Patient Access Specialist must be able to collect, organize, and monitor data accurately and efficiently. This data includes Protected Health Information (PHI), which must be handled in compliance with the Health Insurance Portability & Accountability Act (HIPAA).
• Multi-Tasking & Adaptability – The Patient Access Specialist must be able to multi-task and adjust their approach to meet changing demands and stressful situations while simultaneously addressing patient needs.
• Personal & Professional Ethics – The Patient Access Specialist must have integrity and honesty. Adherence to professional ethics as delineated by CEENTA and federal regulations (e.g. HIPAA) is required.

Accountability

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

Supervisory Responsibilities

The Patient Access Specialist reports to the Manager, Patient Access.