Patient Access Specialist

Job Title: Patient Access Specialist

Reports to: Business Operations Manager

Department: Busines Operations

FLSA Class: Non-Exempt

Updated: November 2024

Summary: The Patient Access Specialist is responsible for ensuring that Hunter Health Clinic (HHC) patients are referred to and utilizes the resources available to them, whether it be an internal program or a community partner. In doing this, the Patient Access Specialist helps to ensure their health needs are being met in a timely and consistent manner. The Patient Access Specialist functions in accordance with established federal, state, and clinic standards, while complying with all federal grants and Hunter Health Clinic (HHC) policies and procedures.

Essential Functions:

·       Manages specialty referrals identified by care teams by collaborating with leadership and community partners to ensure the referrals are handled timely and efficiently.

·       Communicates with patients following hospitalizations and emergency department visits and works to connect patients who may be eligible for special programs. 

·       Confirms appointments and prepares patients for upcoming visits.

·       Assists patients in acquiring insurance through Open Enrollment Program.

·       Assists children and pregnant women in acquiring insurance through the state of Kansas as a Presumptive Eligibility Specialist.

·       Provides new patients with an orientation of what to expect from appointments.

·       Maintains a current knowledge of community resources to provide referrals for services, as appropriate.

·       Maintains working relationships with community services and shares resource knowledge with care team members, as needed.

·       Collaborates with care teams and ICCs to refer patients to consultant services, external and internal resources, specifically for behavioral health.

·       Serves as a patient advocate for patients and family members and works as a liaison between them and community service agencies.

·       Assist patients with completing applications and forms, preparing financial documents (Hardship Waiver, etc.), and with setting personal goals for attending appointments.

·       Connects patients with transportation resources.

·       Maintains working relationships and effective communication with patients and care teams.

·       Ensures patients have comprehensive and coordinated care through entirety of care plan.

·       Maintains timely records in electronic health record (EHR) and other required paperwork.

·       Provide EHR generated patient education materials as assigned by provider.

·       Maintains confidentiality with respect to proprietary information, patient information and employees as patient’s information.

·       Provides feedback to Business Operations Manager to provide suggestions for enhancements to current processes, providing innovative and creative solutions supporting organizational benchmarks and departmental goals.

·       Travels when necessary to meet operational needs.

·       Performs all other duties as assigned.

Qualifications

·       High school diploma or GED is required.

·       1-2 years of experience in a prior customer service role is required.

·       Experience in a clinic office setting is preferred. 

·       Bilingual abilities are preferred.

·       Further education in social work, psychology, and community health is preferred.

Skills:

·       Listens, identifies, and responds quickly and effectively to internal and external needs.

·       Communicates effectively with all patients and employees.

·       Displays organizational skills, abilities to multi-task, and uses time and resources effectively.

·       Displays good judgment and decision-making skills.

·       Effectively collaborates and seeks clarification and confirms accuracy as needed.

·       Utilizes teamwork to achieve desired results and contributes to projects while developing positive working relationships.

·       Pursues goals with commitment and takes initiative eagerly.

·       Demonstrates accuracy, thoroughness, and reliability; manages time and priorities; develops and follows work procedures.

·       Evaluates own performance and accepts constructive feedback to continue learning.

Physical and Mental Demands of the Job:

All employees, including those who become disabled, must be able to perform the essential job function listed below, either unaided or with the assistance of a reasonable accommodation. The functions listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. This essential functions document does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

·       Talking:  The ability to speak clearly and effectively.

·       Average Hearing: The ability to hear average conversations and respond accordingly.

·       Repetitive Motion: The ability to sit, stand, walk and use hands to handle, feel and reach.  

·       Finger Dexterity: The ability to use fingers to make small movements such as typing, picking up objects and pinching fingers together.

·       Average Visual Abilities: The ability to focus on items clearly, including close vision, color vision and the ability to adjust focus.

·       Working Conditions: The ability to work in a well-lit, climate-controlled environment, with a noise level that is occasionally high. There is potential exposure to infectious diseases.

·       Physical Strength: The ability to occasionally lift and/or move up to 10 pounds.

·       Mathematical Ability: The ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  This is not an exhaustive list of all duties and responsibilities associated with this job. Hunter Health Clinic Inc. reserves the right to amend and change responsibilities to meet business and organizational needs.