Pediatric Patient Access Representative (bilingual)

General Summary: 

Under supervision of the Site Manager, the Patient Access Representative is responsible for coordinating patient reception – including check-in, acceptance of payment, eligibility verification, and related information gathering.  Duties also include communicating with new and established patients to conduct appointment scheduling and patient support activities over the phone.  The Patient Access Representative will communicate with various clinical and administrative staff to ensure each patient’s experience at CCH is positive while applicable policies and procedures are followed.

Major Areas of Responsibility:

• Exemplifies the mission, vision, and core values of CCH by promoting a culture of loving, holistic patient engagement characterized by trust, grace, and accountability;
• Conducts registration activities including verification and documentation of all relevant patient demographic and insurance information;
• Proactively perform insurance eligibility verification and updates;
• Perform telephonic appointment reminders;
• Makes outgoing and receives incoming phone calls to appropriately schedule, reschedule, and cancel patient appointments at the request of patients and/or clinical staff;
• Facilitate Financial Assistance appointments with patient and financial counselors;
• Greet the patient at the time of arrival;
• Obtain and record required patient information;
• Assist patients in understanding scheduling and payment policies, and completing necessary forms;
• Collect and record payment due at the time of service;
• Close daily payment register/batch and balance cash drawer;
• Guide patients in utilizing CCH’s online web portal, including account set up and general platform understanding;
• Guide patients in utilizing check-in/payment kiosks;
• Other patient services and related patient reception responsibilities, as assigned.

The Patient Access Representative will work with members of various other teams, including those responsible for accounts/billing, as well as clinical care teams, to continually enhance processes and improve efficiencies.

Required Knowledge, Skills, Abilities:

• Eager and able to embody the Mission, Vision, and Core Values of CCH;
• Able and willing to demonstrate love, compassion, and genuine care when interacting with others;
• Excellent customer service and communication skills;
• Able to remain calm and react effectively in both routine and emergent situations;
• Very high attention to detail and strong organizational skills;
• Ability to accurately accept and record payments, and make change;
• Eager and able to adapt to and learn new concepts quickly;
• Strong overall computer skills;
• Able to collaborate closely with teammates and to effectively manage time independently;
• Able to encourage and pray with patients and fellow staff;

Education and Experience: 

• At least two (2) years of customer service experience in a moderately high-stress environment is highly preferred;
• Preferred: Some college courses related to medical billing/coding, health administration, and/or other related field. Relevant experience can be substituted for college courses;
• Fluency in English and Spanish required.

Working Conditions: The position has normal office working conditions with the absence of disagreeable elements.

Note:  The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.