What are the responsibilities and job description for the Patient Access Representative position at HMG?
If you are a motivated and reliable person with exceptional customer service skills and the ability to thrive in a fast-paced environment, come join Holston Medical Group. We are looking for friendly, courteous employees to ensure a positive patient experience and welcome a teamwork environment.
WHAT WE OFFER:
- Company paid Life and Accidental Death and Dismemberment Insurance
- Company paid Long Term Disability Insurance
- 401(k) and Roth Retirement plan with Company Contributions
- Medical, Dental, Vision, and additional Life and STD Insurance
- Health Savings Account Plan with company contributions
- Paid time off
- Paid Sick time
- Paid Holidays
- Employee discounts
- And more!
General Summary:
The Patient Access Representative will answer a variety of incoming calls from patients to schedule and register the patients in the Patient Management System. Handle all routine patient inquiries related to the registration process. Ensures all necessary demographic and financial data is obtained, and accurately documented in the system. They will also setup new patient accounts in the system and mail paperwork for those patients. The Patient Access Representative will interact with clinic staff, physicians, patients and professionals outside the clinic to ensure that the patient’s needs are met.
Main Responsibilities:
• Answer calls and respond to emails to register patients following department’s policies and procedures.
• Interviews patients courteously
• Enters required data in the system, with emphasis on accuracy of demographic data and financial information
• Validates existing data related to prior registration and updating appropriately in the system
• Handle patient inquiries both telephonic and by email
• Research required information using available resources
• Manage and resolve patient complaints
• Identify and escalate issues
• Document all call information according to standard operating procedures
• Interact with patients, physicians and other staff both within the Clinic and outside facilities to provide accurate, timely and responsive information
• Ensure to follow policies and procedures set by Holston Medical Group
• Mentor new staff and orient to the center
• Maintain strict confidentiality in all matters relating to personnel and patient PHI (Protected Health Information)
• Provide information to patients and families, demonstrating courtesy and helpfulness
• Display excellent customer service skills
• Document work processes as required
Education/Experience/Knowledge:
• High School diploma or equivalent required
• Preferred 2 or more years of experience in a clinical setting
• Must possess excellent oral and written communication skills
• Ability to work in a team environment and collaborate with others
• Must be able to recognize and respond appropriately to urgent/emergent situations.
• Medical terminology.
• Strong organizational and interpersonal skills.
• Experience with customer service and multi-line phones.
• Familiarity with computers and other office equipment.
• Ability to prioritize and multi-task efficiently and effectively.
• Requires adherence to all policies and procedures, including standards for confidentiality, safety, attendance, punctuality and personal appearance.
• Must be able to establish and maintain effective working relationships with physicians, managers and peers.
Key Competencies:
• Compassion
• Customer Focus
• Ethics and Values
• Learning on the Fly
• Functional/Technical Skills
• Problem Solving
• Informing
"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability."
