Description

Access Operations Associate
• Responds to a high-volume of incoming and outgoing telephone calls and faxed referrals
• Assists patients in registering, scheduling, changing, and canceling appointments across multiple departments/specialties
• Delivers expert knowledge regarding clinic-specific processes
• Accurately documents and routes calls to the proper department
• Identifies urgent customer needs or operational issues, and escalates appropriately
• Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location
• Obtains insurance authorization as necessary and communicate status to patients
• Coordinates outpatient appointments and conjunctive services
• Assists community physicians requesting to consult with SHC physicians
• Provides care coordination when appropriate to ensure patient needs are met and to ensure clinic and medical protocols are followed
• Educates patients on providing medical records and other medical documentation needed for SHC appointments
• Communicates with patients and referring providers regarding insurance authorizations (including approvals and denials) and request required clinical documentation when necessary
• Meets all regulatory and compliance standards
• Delivers high-level of customer service
• Follows documented protocols and guidelines
• Meets and exceeds departmental quality assurance standards
• Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
• Uses functionality of the telephone system as required
• Other departmental duties as assigned
Knowledge and Skills:
•Type 40 words per minute
• Intermediate computer skills (Windows, Excel, and Word)
• Good communication, customer service, interpersonal skills and cross-cultural competency.
• Knowledge of medical terminology
• Demonstrated knowledge of proper English grammar in speaking and writing
• Effectively listen to resolve patient's/customers inquiries
• Maintain respect and composure in stressful situations
• Navigate complex software tools and accurately input data
• Effectively document caller notes into the medical record
• Ability to adjust communication to fit the needs and level of understanding of the receiver
• Ability to apply business logic to resolve patient/customer issues while managing multiple priorities
• Ability to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environment
• Ability to plan, prioritize, and organize work independently with attention to detail
• Ability to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environment
Minimum Qualifications:
• High school diploma or GED equivalent Experience
• Two (2) years of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment

Requirements

Call Center Customer Service, Customer Service, Certified Epic, Epic Application, Epic Hospital Billing, Epic Software, Basic Medical Terminology

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