Patient Access Specialists are instrumental in ensuring the efficient and effective flow of patients' access needs throughout the facility. This role will be responsible for greeting and registering patients, gathering appropriate demographic and insurance information, scheduling appointments, laboratory tests and ancillary services and the collection of co-payments, as well as some Medical Assistant duties as well. Position must fully understand the ramification and impact of incomplete or inaccurate information to revenue cycle. Position may float to other areas within the facility to include nursing units, rehabilitation services, etc. to assist with patient flow.
Essential Job Functions
• Supports and models behaviors consistent with Billings Clinic's and facility's mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and
• Greets patients and identifies any red flag symptoms requiring triage/assessment by nurse, completes on-line registration information gathering complete demographic and insurance information that results in the ability to provide correct information for patients, guarantor, and
• Schedules, reschedules, and coordinates appointments in a manner that meets the patient's needs and assists the department in the management of patient flow utilizing knowledge of physician/non-physician scheduling protocols. May schedule and enter orders for ancillary services
• Initiates collection of co-payments in accordance with each patient's individual insurance requirements. Collects deposits on account from self-pay patients. Accepts all other payments on accounts and provides cash receipts for all transactions. Maintains and reconciles cash drawer
• Assists walk-in patients with non-encounter-based access (i.e., blood pressure checks) and coordinates communication with the clinical providers or other patient care staff as appropriate.
• Coordinates with patients, providers, nursing staff to ensure Medicaid Passport and other authorizations for referrals required by insurance carriers are obtained and entered into the scheduling system for reimbursement purpose.
• Performs patient check out/procedure and scheduling processes.
• Responsible for monitoring waiting areas to ensure areas are clean and neat. Monitoring to ensure patient flow is optimized and wait times do not exceed 15 minutes.
• Prints and reconciles the missing encounter to ensure all encounter forms are accounted for. Provides appropriate communication to the clinic department manager.
• Responsible for receiving all incoming faxes, mail, freight, and packages and for timely distribution to appropriate areas.
• Responsible to courteously and accurately answer and direct physician and consumer telephone calls per department standards in a clear audible voice. Pages, transfers, and delivers calls to appropriate destinations using predetermined questions format.
• Screens incoming nursing unit telephone calls for appropriate referrals to nurse, physician and/or non-physician provider.
• May assist nursing staff with initiating follow-up calls to patients for no-shows, referral appointments and other general questions.
• Performs other duties as assigned or needed to meet the needs of the department/organization.
Medical Assistant support also to be provided, including:
• Prepares room, equipment and supplies as dictated by a particular examination, patient's needs, and Billings Clinic exam and procedure room cleaning guidelines.
• Orders and maintains clinical and office supplies and equipment as directed.
• Maintains patient files, records, and other information. Adheres to confidentiality requirements.
• Receives and prepares patient for examination and treatment as directed. Obtains and records history and vital signs.
• May assist in preparing for minor procedures and physical exams. Charts and documents in medical record. Collects laboratory specimens as needed.
• Cleans and disinfects equipment per Billings Clinic sterile processing guidelines.
• Administers influenza vaccine, pneumococcal vaccines, and Td/TDAP to patients age 18 or older with appropriate completion of competency requirements.
• Provides instruction to patients as directed by physician, non-physician provider or documented in policies and procedures.
• Cross-Training on Information/SPECIFIC Systems.
• Proficient in basic patient care and treatment, planning and evaluating according to job description and MA level.
• Competent to perform routine, non-complex aspects of patient care, treatments, and procedures.
• Safe pharmaceutical handling requirements and guidelines.
• Application of personal protective equipment (PPE) for patient and staff safety.
• Computer applications.
• Analytical skills necessary to understand a variety of basic and/or routine problem scenarios associated with patient care.
• Refers more difficult problems to higher level medical assistant, nurse, supervisor, or appropriate health care provider.
• Practices according to Billings Clinic MA job description, guidelines, and physician judgment.
• Work is performed under the direct supervision of a physician.
• Work is performed independently in accordance with assigned schedules and operating procedures.
• Assumes responsibility for the follow-up of problem scenarios and coordinates appropriately with other MA, LPN, RN, physician and/or non-physician provider.
• Expected to prioritize all aspects of job performance.
• Demonstrates personal accountability in all facets of role responsibilities.
• Interpersonal skills which enable the incumbent to appropriately respond to a variety of patient/family requests and inquiries, to respond to inquiries from physicians, nursing staff Demonstrated ability to perform high level, complex aspects of patient care, treatments and procedures with proficiency, accuracy, and minimal supervision.
• Pharmacology specific to oral, topical, rectal, inhaled, eyes, ears, nose, oxygen, and injections (influenza and pneumococcal vaccines, Td/TDAP) plus additional approved medications specific to department and as outlined in the “Permitted Medications for Administration by Medical Assistants” policy.
• Practices according to facility MA job description, guidelines, and physician judgment.
• Utilizes independent judgment to maximize productivity and efficiency while meeting and anticipating patient and physician/non-physician provider needs.
• Ability to deal with difficult situations in a mature and professional manner.
• Interpersonal skills which enable the incumbent to assist with orientation and training and to respond to questions and assist with problem scenarios of Level I staff.
• Acts as a role model in the ability to utilize and apply PSE skills.
• Service Recovery
Communication with patient on expectations, e.g. being late for scheduled appointment, wait times.
Able to assist with patient service assistance needs as necessary and provide service recovery, e.g. coffee cards, lunch, gas cards.
Work with leadership on service recovery as needed.
• High School or GED
• Some college or healthcare focused classes preferred such as medical terminology, medical office practices, etc. preferred
• One year customer service experience; healthcare preferred, OR Six (6) months experience in a medical related field
Certifications and Licenses
• CPR - Heart Saver / Responder
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