Patient Access Specialist

Title:   Patient Access Specialist

Reports To:   Practice Manager

Direct Reports: None

Classification/Category: Admin Level I

Workgroup(s):   None

Work Status:   On Site

Salary Range:  

Stipend(s): None

Status:   Non-Exempt

As a Patient Access Specialist, the position will support and advance the organization's mission. The primary responsibilities of the role include ensuring an exceptional patient experience and handling many incoming calls to schedule patient appointments efficiently within the call center. The Patient Access Specialist will exemplify behaviors that align with our published values and adhere to the Roanoke Chowan Community Health Center (RCCHC) Code of Conduct. Your dedication and professionalism will contribute to our healthcare center's overall success and our patients' well-being.

Mission: Great care for every one every day.

Vision: Striving to be the primary healthcare provider, dedicated to and supported by the people we serve.

Values: (R)espectful, (C)ompassionate, (C)aring, (H)onest, (C)omitted

Roanoke Chowan Community Health Center will provide open access, community-oriented primary care of the highest quality to all residents within our service area and surrounding counties, regardless of their ability to pay.

• Proficient in using Excel and Word
• Able to work well with others, organize workload, take on responsibilities, and maintain confidentiality
• Capable of working independently, making appropriate decisions, and collaborating effectively in a team
• Clear and effective communication skills
• Bilingual proficiency is preferred

Education: Must be a graduate of an accredited high school or business school. Certified Nursing Assistant, Medical Assistant or Medical Office Administration recommended.

Experience: Must have work experience in a healthcare related business or medical practice

Certification(s)/Licensure: None

Knowledge:

• Demonstrated expertise in the operations and regulations of federally qualified health centers (FQHCs) under the Federal 330 Public Health Service Act.
• Comprehensive understanding of the 340B program and its implications for healthcare organizations.
• Proficiency in utilizing various computer systems and applications relevant to healthcare administration and management.

Skills:

• Demonstrating proficiency in taking proactive and independent action, making well-informed decisions, and exercising sound judgment.
• Exhibiting the ability to accurately assess situations and respond effectively.
• Establishing and nurturing productive relationships with both medical, dental, behavioral health, and administrative personnel, patients, and the broader community.
• Effectively planning, organizing, and prioritizing tasks, as well as delegating responsibilities to achieve set goals and objectives.
• Exercising sound judgment and discretion in formulating, interpreting, and implementing departmental policies and procedures.
• Identifying and resolving issues in a prompt and effective manner.
• Producing comprehensive and insightful reports.

Abilities:

• Ability to plan, organize, and integrate priorities and deadlines.
• Ability to identify, analyze, and interpret complex data and, resolve operational problems.
• Ability to evaluate and make recommendations for continuous quality improvement.
• Ability to evaluate and make recommendations for continuous risk assessment. 
• Ability to anticipate and react calmly in emergency situations.
• Ability to communicate clearly and effectively orally and in writing.
• Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate organizational software.

• Greet and assist patients over the phone by directing their inquiries to the appropriate clinical and non-clinical team members.
• Process sliding fee applications.
• Ensure that patients understand the check-in process, pre-appointment instructions, safety precautions, and relevant information. Additionally, email specialty patient forms as needed.
• Efficiently, accurately, and thoroughly complete preliminary intake. Perform patient updates, scanning, registration, and scheduling initial and follow-up appointments based on insurance guidelines within the electronic health record (EHR) system.
• Obtain patients' insurance and demographic information, ensuring all obtained information is registered in EPIC with 100% completeness and accuracy.
• Perform insurance verification to ensure the accuracy of clean claim submissions.
• Print patient schedules for the next day and review for delinquent accounts and updates needed for the patient account.
• Contact "no-show" patients daily to assist with rescheduling their appointments.
• Assist patients with navigating services and ensuring access to care.
• Schedule patient appointments.
• Work at all sites as needed.
• Handle inbound calls to identify and assess callers' needs quickly and accurately.
• Actively participate as a member of the RCCHC team.
• Maintain compliance with workflows, policies, and procedures and support activities related to the Patient Centered Medical Home (PCMH) model of care and accreditation.
• Manage the WELL (Artera) patient messaging system.
• Perform other job duties as required that are not listed above.