Working title: Patient Access Specialist
Division: Community Health Center
Program: Family Medicine Clinic
Reports to: Patient Access Team Coordinator
FLSA status: Non-Exempt: Full-time
Schedule: Monday-Friday; 8am-5pm
Wage Range : $17.29-$20.71 hourly; depending on number of years of transferrable experience and internal equity
*Internal Only *
Overview:
Serving the Yellowstone County community and south-central Montana for nearly 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection - HELP is what we do.
From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life. Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve.
Foremost, we are committed to the values of Justice, Equity, Diversity and Inclusion (JEDI) by cultivating an environment that protects and acknowledges the unique identities within our diverse community.
Job Summary:
This position is responsible for providing excellent customer service to RiverStone Health Clinic clients over the phone and in person. Duties include scheduling appointments, collecting and entering patient information into the electronic health record (EHR), taking payments, answering questions and referring clients to appropriate resources and people. The work environment is typically fast paced. Work is performed with integrity and innovation to ensure a high level of customer service delivery.
Essential Functions/Major Duties and Responsibilities:
A. Patient Access Services95%

• Compassionate, friendly, and professional customer communications in person, over the phone and in writing.
• Contributes to a positive working environment by demonstrating the RiverStone Health Mission, Vision, and Values.
• Collect, prepare, and enter data accurately into the electronic health record in a timely manner.
• Provide patient services, which may include greeting, registration, making appointments, rescheduling, follow-up, outreach, medical records requests, and escorting patients to applicable service areas.
• Help patients determine any assistance programs for which the patient may qualify and/or directing the patient to Care Management Services for referral to other Riverstone Health services or community support services as needed.
• Proper documentation and verification of patient's insurance information, requesting copays/payment for services, money handling, answering, and routing calls, scanning patient documents, and preparing correspondence.
• Review and provide information to outside entities ensuring that all confidentiality and HIPAA policies and procedures are followed.
• Excellent internal communication with other RiverStone employees, and providers to ensure efficiencies and quality customer service.
• Willingness and ability to ensure excellent work, support of others and participate in quality improvement processes.
• Prepare and coordinate special projects as needed.
• Resolve problems and concerns, and report issues and incidents using RiverStone processes.
• Keep public facing areas clean and tidy.
• Attend staff and educational meetings.
• Represent RiverStone Health in meetings, trainings or public events when needed.

Non-Essential Functions/Other duties as assigned ≥5%

• Perform other duties as assigned in support of RiverStone Health's mission and goals.

Education and Experience:
Minimum Qualifications

• High School diploma or equivalent
• Any combination of experience and training which provide the equivalent scope of knowledge, skills, and abilities necessary to perform the work.

Preferred Qualifications:

• One or more years of medical office and/or electronic health record experience
• Medical terminology training or experience
• Experience working with an underserved population
• Experience working in a customer service environment

Certificates, Licenses, Registrations:

• Valid Montana Driver's License in good standing.

Knowledge, Skills, and Abilities:

• Computer literacy, including Excel, Outlook, and Word.
• Knowledge of modern office procedures, practices, and equipment.
• Ability to maintain a calm and positive demeanor during difficult client interactions.
• Ability to display non-judgmental and empathetic listening skills.
• High degree of detail-oriented skill level.
• Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.
• Ability to work collaboratively and maintain a positive work environment.
• Ability to meet deadlines.

Customer Service Excellence:

• Doing things right the first time
• Making people feel welcome
• Showing respect for each customer
• Anticipating customer needs and concerns
• Keeping customers informed
• Helping and going the extra mile
• Responding quickly
• Protecting privacy and confidentiality
• Demonstrating proper telephone etiquette
• Taking responsibility for handling complaints
• Being professional
• Taking ownership of your attitude toward Service Excellence.

Supervision:

• None

Physical Demands and Working Conditions:

• Work is mainly performed on a computer up to 8 hours per day.
• Create and maintain a safe/secure working environment by adhering to safety, security, and health requirements. Integrates injury, illness, and loss prevention into job activities by attending any necessary training and implementing best practices.

Freedom to Act & Decision Making:

• Work is structured by public health regulations and established medical practices. Decisions directly affect the quality of services provided to the public.

Communications & Networking:

• Work directly with other team members to provide quality customer service for patients.

Budget & Resource Management:
Not applicable