Job Description

JOB SUMMARY:
Patient Access Coordinators reflect a commitment to Carle Health's values and play a vital role in the experience of our patients, families, and visitors. As a central point of contact, they create meaningful first and lasting impressions and serve as a liaison between patients/families/visitors and members of the health care team to address questions, provide non-medical information and to simply help patients/families/visitors navigate their healthcare experience.

EDUCATIONAL REQUIREMENTS
H.S. Diploma/GED

EXPERIENCE REQUIREMENTS
Previous medical office experience preferredPrevious experience with an electronic health record or medical office software preferredPrevious experience coding diagnoses and procedures with ICD09-CM and CPT preferred

ADDITIONAL REQUIREMENTS

• Use of usual and customary equipment used to perform essential functions of the position.
• Ability to maintain confidential information
• Must be able to communicate effectively with people of diverse, professional, educational and lifestyle backgrounds
• Must be able to work independently and assume responsibility for timely completing of assigned functions
• Exercises sound judgement, seeking advice when appropriate
• Performs effectively under stressful situations

SKILLS AND KNOWLEDGE
Ability to demonstrate strong customer service skills.Ability to effectively enter information into a variety of computer programs.Ability to understand and apply guidelines, policies, and procedures.Ability to interact effectively with physicians, health care team members, individuals, and members of their support systems.Ability to communicate effectively with people of diverse professional, education, and lifestyle backgrounds.Writes, reads, comprehends, and speaks fluent EnglishMulticultural sensitivityMicrosoft Office - basic computer skills.Customer/patient focusedCritical thinking skills using independent judgment in making decisionsKnowledge of medical terminology, anatomy, and physiology


ESSENTIAL FUNCTIONS:

• Customer ServiceSmile and greet patients, families, and visitors with a warm welcome, proactively communicate with patient which includes listening with empathy and intent to understand and provides patients and families opportunities to ask questions.Collaborate with and report patient/family concerns to appropriate team members as needed and assists with resolution of concerns.Consults with members of the healthcare team and provides updates and other information to patients and families.Answer telephone calls in a clear, courteous, caring, calm and professional manner. Screen calls by urgency and route calls promptly, accurately, and professionally to appropriate party.Make, cancel and reschedule new patient appointments according to office procedure for patients presenting without a PCP to the Emergency Department, Urgent Cares, Inpatient/Admitted, or community patients needing to establish care. Support all digital communication to patients (e.g., MyChart, text, etc.) with the highest level of service and professionalism, while remaining compliant with regulations and documented processes. Individuals will be responsible for helping deliver timely and accurate information to ensure a positive patient experience.Gather, verify and enter demographic and insurance information on new and established patients necessary for completion of electronic health record and insurance claim processing at each patient visit on patient accounting system. Collaborates with appropriate support services to ensure the environment is clean and welcoming.Demonstrates effective and caring communication skills and telephone techniques and etiquette.Interacts with patients, families, visitors, and team members in a positive and supportive manner with sensitivity to cultural differences. Administrative/Clerical SupportWork independently and responsible for timely completion of assigned functions.Be aware of what is happening in clinic/department and the organization by attending clinic/department meetings, reading emails, and regularly checking information on the organization's intranet site.Maintain regular and consistent attendance at work.Maintain compliance with CLIA, OSHA, Safety and Risk Management guidelines.Maintain compliance with Personnel policies and procedures.Monitor environmental conditions in order to secure protected health information. Behave in a manner consistent with all Corporate Compliance and HIPAA policies and procedures.Demonstrate initiative to improve quality and customer service by striving to exceed customer expectations. Balance team and individual responsibilities; be open and objective to other's views; give and welcome feedback; contribute to positive team goals; and put the success of the team above own interests.Perform other duties as requested by Manager to facilitate the smooth and effective operations of the offices.

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