Patient Access Representative

Job Purpose:

The Patient Access Representative is responsible for answering calls, directing and transferring calls, taking messages, scheduling appointments for patient clinical appointments, documenting needed information and following physician scheduling protocols. 

Primary Duties and Responsibilities:

• Answers incoming calls in a timely and courteous manner
• Answers phone calls in a timely and courteous manner; typically, within a two-minute timeframe

• Fields customer questions and concerns; directs and transfers call to appropriate staff member
• Ensures that appropriate actions are taken to resolve customers problems and concerns
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments

• Schedules appointments for new and existing patients according to the policies and protocols in place for appropriate physicians within a high call volume environment
• Accurately obtains, verifies, enters and updates patient demographics and patient insurances in the patient’s electronic medical record
• Interviews patients to collect patient summary, history, symptoms, and diagnosis as needed

• Enables and assists patients with registration and utilization of the web portal

• Initiates scheduling process of all external patient referrals received by calling prospective patients

• Maintains patient confidentiality

Competencies:

• Service: We align our actions and decision making with the organization’s guiding platform keeping our patients at the center of all we do.
• Change Agent: We support and contribute to positive change in the organization.
• Communication and Interpersonal Relations: We communicate honestly and with compassion to build connections with our patients and each other.
• Effectiveness: We take ownership of work, doing the right thing for our customer and doing it well.

Organizational Culture:

All OrthoIllinois employees focus on service by putting the mission, vision, and value statements into practice and using the guiding principles of Compassion, Respect, Trust, Integrity, Innovation, Education Fiscal Responsibility, Practice Independence, Accountability, and Empowerment to direct their interactions and decision making.  Employees promote and model the service standards to create lasting impressions, extraordinary moments, exceptional on-stage experiences, and meaningful and compassionate connections.   

Education and Experience Requirements:

• High School Diploma or GED required
• A minimum of 2 years of experience performing similar tasks in customer service, clerical, or receptionist role preferred
• Experience in healthcare setting preferred
• Working knowledge of Microsoft and Google Suites
• Familiar with EMR systems preferred

Environmental/Working Conditions:

Working environment is in an office/clinic setting.

Physical/Mental Demands: 

• Sit for extended periods of time
• Requires lifting, carrying and/or moving objects in a manner consistent with most office environments (generally, no more than 10 pounds on a frequent basis and 20 pounds on an occasional basis)
• Finger dexterity for typing on a keyboard and using a mouse for extended periods of time
• Vision (e.g., depth perception, color vision, strong vision up close); hearing (e.g., high pitch sounds, soft or distant sounds)

This description is intended to provide only basic guidelines for meeting job requirements.  Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.