Access Care Representative

Summary

The Access Care Representative is responsible for greeting patients, clients, and visitors entering the Clinic. The patient services representative is also responsible for processing patient information and assisting patients in completing all required forms for insurance and payment purposes. Customer service is a core competency for Access Care Representatives.

Responsibilities (including but not limited to):

• The Access Care Representative will greet and handle inquiries and appointments via telephone in a promptly and timely manner.
• Greet patients, clients, and visitors entering the clinic following all organizational customer service guidelines (refer to Customer Service Policy). Ensures to greet each patient with a verbal greeting, eye contact and a smile.
• Maintain effective communication skills with patients. This includes listening skillfully and displaying a willingness and ability to acknowledge patent needs, expectations and values through the use of reflective listening and empathy conveyance. Responds to patient needs in a way that is helpful and beyond expectation.
• Prepare daily patient sign-in sheets
• Answer telephones (includes scheduling appointments) and provide information on Clinic operations following La Maestra’s established Phone Call Etiquette
• Schedule appointments using the PCMH script
• Assign patients to a Primary Care Provider (see PSR Procedures and Protocols)
• Always maintain La Maestra’s Phone Call Etiquette (see PSR procedures and Protocols)
• When asking patients whether their visit is an emergency room follow-up, the PSR must:
• Ask whether their appointment is an ER follow up without the patient having to do so
• Inform the patient that their physician WILL NOT be able to give them the proper appointment without their emergency room records. The process for getting the emergency room records is lengthy, resulting in an elongated wait time.
• Check clinic voicemail messages and take appropriate action (i.e. call back patient, schedule appointment, forwarding message information to intended recipient, etc.)

1. All voicemails are expected to be checked daily

• Complete forms for payment for services, including private insurance forms and government program forms
• Responsible for being familiar with the basic guidelines and standards of the government programs the Clinic is engaged in and patients’ use, in paying for services. Become and remain familiar with common private insurance company basic guidelines and standards
• Maintain front office supplies and reorder as necessary
• Other functions as directed by the Supervisor
• Follow up on the no show patients (the day appointment was missed)
• Call patients to remind them of scheduled appointment (the day prior to the appointment)
• Responsible for assisting patients with linkages to clinic services and other community based services as needed
• One third of receptionists’ performance includes patient satisfaction levels. Performance Appraisal will include the level of patient satisfaction, accuracy of appointment setting, patient intakes for and for registration of patients.
• Maintain effective communication and working relationships with other employees and patients

Job Requirements

Education: High School Diploma or GED.

Certification: Medical Assistant and/or Billing and Coding Certificate preferred.

CPR Certified.

Experience: 1-2 years’ experience in a physician office or hospital setting as a Patient Services Representative or registration preferred.

Verbal and Written Skills to perform the job: Bilingual (English/Spanish) preferred. Familiarity with basic word processing, spreadsheet, and database applications. Accurate keyboarding skills.

Technical knowledge and skills required to perform the job: Excellent verbal, written and interpersonal communication skills and the demonstrated ability to work with diverse individuals and groups. Demonstrate high levels of self-initiation and direction. Knowledge of communities we serve. Knowledge and experience working in medical settings and interacting collaboratively with medical teams. Skill in analyzing situations and making timely decisions.

Physical and Mental Requirements: Work involves sitting, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. The employee may be required to push, pull, lift, and/or carry up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

La Maestra Community Health Centers is an Equal Opportunity Employer. We encourage applications from all individuals regardless of race, religion, color, sex, pregnancy, national origin, sexual orientation, ancestry, age, marital status, physical or mental disability or any other protected class, political affiliation or belief.