What are the responsibilities and job description for the Patient Access Representative position at Agape Family Health?
Department:
Clinical Admin
Job Title:
Patient Access Representative
Reporting to:
Operations Manager
FLSA Status:
Non-Exempt
Date Prepared:
October 2022
Job Summary:
The Patient Access Representative (PAR) is assigned to the Patient Centered Medical Home (PCMH) team at Agape Family Health, Inc. (Agape). The PAR is responsible for a variety of responsibilities associated with scheduling, check-in and fee collection of all patients receiving services from Agape. Primary duties involve administering best practice in coordinating patient flow, which includes: 1) scheduling of initial and follow-up appointments, 2) the check-in of patients reporting to the clinic for scheduled and unscheduled appointments. The purpose of the position is to perform for a variety of administrative duties to maintain a smooth and efficient operation in support of Agape’s Patient Centered Medical Home Model.
The Patient Access Representative is a member of the PCMH team which includes Providers, Licensed Vocational/Practical Nurses, Certified Medical Assistants, Pharmacists, Case Managers, Integrated Behavioral Mental Health Providers, Disease Managers and Population Health. This team is aligned to provide health care at each member’s full scope of licensure or scope of practice
Essential Duties and Responsibilities:
- Exceptional organizational and leadership skills
- Greet patients providing customer service and support throughout visit; keeping patient informed of wait time and/or additional documents needed for medical services.
- Schedules appointments through the Electronic Health System for eligible patients.
- Provide day-to-day support as appropriate, to include preparation of documents, collection of patient fees, and maintenance of data and clinical activity.
- Check patient in for office visit utilizing the Electronic Health Records (EHR) verify patient demographics to confirm patient’s identity.
- Collect patient’s eligibility verification for Sliding Fee Discount program.
- Record patient demographic and verification in EHR; research missing information on intake forms; obtains signatures and release forms as appropriate.
- Answers incoming telephone calls, accurately recording messages for providers and/or indicated staff; determine the appropriate routing of the telephone consult.
- Receives unscheduled walk-in patients according to walk-in policy. Acts as a liaison between the departments to ensure that emergent patients are seen without delay.
- Prepares releases and enters Health Care Providers (HCP) schedules into Electronic Health Record (EHR) allowing efficiency and continuity of quality patient care.
- Rapidly notify Medical Assistant/Registered Nurse/Designee of unscheduled patients visit to ensure appropriate coordination of medical services with provider.
- Perform other duties as assign by management.
PROFESSIONAL REQUIREMENTS
- Maintain patient confidentiality at all times
- Maintain professional attire
- Complete continued education/training requirements
- Report to work on time and as scheduled
- Wear identification while on duty
- Represent the organization in a positive and professional manner at all times
- Comply with all organizational policies and standards regarding ethical business practices
- Communicate the mission, ethics, and goals of the organization
- Participate in performance improvement and continuous quality improvement activities
PATIENT CENTERED MEDICAL HOME (PCMH)
- Expected to proactively collaborate and integrate with members of their team, other departments, and directorates to achieve optimal care for Patient Centered Medical Home (PCMH) model.
- Actively participates in PCMH Team huddles
- Promotes effective communication with staff, patients, families, and between other departments.
- Prepares patient electronic health record and other appropriate forms prior to patient’s appointment
- Utilizes automated programs and information technology tools to facilitate the patient experience.
- Data entry for population health metrics and health promotion
- Assist in maintaining and updating patient registries
- Utilizes the patient’s preferred method of communication to provide integrative and comprehensive care
- Utilizes clinic available tools for proactive patient management of their health care needs. It is expected he/she will participate in updating patient data by utilizing communication and management tools (i.e., Athena computer system).
- Communicates to patients utilizing asynchronous messaging to improve communication and facilitate care through non-traditional means
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Education and Experience Requirements:
- Excellent interpersonal / customer service skills
- Bilingual (Spanish) Required
- High school diploma or GED
- At least two-years’ experience directly related to the duties and responsibilities specified (preferred)
Knowledge/Skills/Abilities:
- Is able to maintain confidentiality
- Is compassionate and caring
- Has the ability to remain calm, even under the most stressful of situations
- Excellent communication and interpersonal skills
- Ability to multitask and maintain strong attention to detail
- Physically able to work in a fast-paced environment
- Possesses a basic understanding of medical terminology
- May be required to work evenings and weekends
Skill Requirements: (X = Required for job)
X
Typing/computer keyboard
X
Verbal communication
X
Utilize computer software (specified above)
X
Written communication
X
Retrieve and compile information
X
Public speaking/group presentations
X
Maintain records/logs
X
Research, analyze and interpret information
X
Verify data and information
X
Investigate, evaluate, recommend action
X
Organize and prioritize information/tasks
Leadership and supervisory, managing people
X
Operate office equipment
X
Basic mathematical concepts (e.g., add, subtract)
X
Advanced mathematical concepts (fractions, decimals, ratios, percentages, graphs)
X
Abstract mathematical concepts (interpolation, inference, frequency, reliability, formulas, equations, statistics)
Physical Requirements: (X = Required for job)
X
Sitting for extended periods
X
Lifting/carrying up to 20 pounds various items
X
Standing for extended periods
Lifting/carrying more than 20 pounds various items
X
Extended periods viewing computer screen
X
Repetitive Motions
X
Walking
X
Pushing/Pulling
X
Reading
X
Bending/Stooping
X
Speaking
X
Reaching/Grasping
X
Hearing
X
Writing
Other (List):
Other (List):
Hazards: (X = Required for job)
X
Normal office environment
X
Electrical current
Toxic or caustic chemicals
Housekeeping and/or cleaning agents
Flammable, explosive gases
Proximity to moving mechanical parts
