Patient Access Call Center Specialist

Job Summary

The Patient Access Call Center Spec - ARC is responsible for inbound/outbound calls of appointment

scheduling, pre-registration, registration, and referrals management to ensure patient care is expedited

and reimbursement is maximized for multiple clinic sites and the Access Resource Center.

Essential Job Functions & Accountabilities:

• Delivers a high quality patient experience through inbound and outbound call resolution within

established protocols.

• Appropriately mitigates issues, assists patients with needs and /or questions in a timely manner

using Acknowledge, Introduce, Duration, Explanation and Thank You (AIDET) principles.

• Interviews and updates the patient’s demographics, insurance, by phone or in person in a

respectful, professional, accurate and efficient manner, obtaining all necessary demographic,

financial and clinical information required to facilitate timely scheduling, registration and billing.

• Utilizes critical thinking skills to determine if escalation is required to resolve individual patient

situations and help identify trends requiring management intervention. Takes ownership and

accountability to ensure issues presented on the call are handled effectively.

• Maintains, coordinates and provides high level scheduling support for the Network utilizing the

template format designed for each service area/physician and ensures referrals, preauthorizations,

pre-certifications have been accurately obtained as required by the patient’s

payer.

• Coordinates all diagnostic and ancillary scheduling; schedules appointments, selecting

appropriate referral, provider, visit type and location to expedite Patient Access to care.

• Performs, organizes, and streamlines operational tasks to reduce the potential for errors.

• Assists Out of Network patients with financial questions and escalates to the appropriate party.

• Provides information regarding services and provides additional assistance as needed.

• Identifies existing Medical Record Number (MRN) or creates new MRN, taking care to avoid

duplicates and overlays in accordance with National Patient Safety Goals.

• Maintains productivity levels, with minimal errors, as established by department and Network

standards.

• Job description is not an all-inclusive list of duties and may be subject to change with or without notice.

Staff are expected to perform other duties as assigned

Required Qualifications:

• High School Diploma, GED, or equivalent.

• 1 plus years of experience in Call Center processes and/or clerical experience.

• OR

• 3 - 5 years of relevant work experience.

• AND

• 1 plus year of experience using Microsoft Professional Office Suite including, Word, Excel and

Outlook.

Preferred Qualifications:

• Associates degree in a related field of study from an accredited college or university.

• Patient registration or Customer Service and Call Center experience.

• Experience working in a healthcare setting.

Knowledge, Skills & Abilities:

• Knowledge of proper customer service relationship and customer service practices.

• Skill in clerical and computer tasks needed to access, maintain and organize information.

• Skill in listening and asking probing questions, understand concerns and overcome objections.

• Skill in oral and written communications.

• Ability to work as part of a team.

• Ability to establish and maintain a professional relationship with peers, physicians, supervisors

and other hospital staff.

• Ability to interact and communicate respectfully with diverse populations and cultures.

• Ability to maintain confidentiality.

• Ability to type a minimum of 40 wpm.

• Ability to work on own initiative in a fast paced environment to prioritize, implement and complete

projects with minimal supervision.

Physical Requirements

• Able to speak (enunciate) clearly in conversation and general communication.

• Hearing ability for verbal communication/conversation/responses via telephone, telephone

systems, and face-to-face interactions.

• Lifting and moving objects and equipment up to 25 lbs.

• Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending,

crouching, walking, kneeling and prolonged sitting.

• Visual acuity to read information from computer screens, forms and other printed materials and

information.

Work Environment

• The noise level in this work environment is usually moderate.

• There are no harmful environmental conditions present for this job.

• Work is indoors and sedentary and is subject to schedule changes and/or variable work hours.

Job Type: Full-time

Pay: From $19.68 per hour

Benefits:

• 401(k)
• 401(k) matching
• 403(b)
• 403(b) matching
• AD&D insurance
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Loan forgiveness
• Opportunities for advancement
• Paid sick time
• Paid time off
• Pet insurance
• Retirement plan
• Vision insurance
• Wellness program
• Work from home

Schedule:

• Monday to Friday
• Rotating weekends

Ability to Relocate:

• Fort Worth, TX 76119: Relocate before starting work (Required)

Work Location: In person