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Department:  Patient Access

Position:  Specialist, Patient Access

Employee Category:  Non-Exempt

Reporting Relationship:  Patient Access Supervisor

Character Qualities:

• Attentiveness-Showing the worth of a person or task by giving my undivided concentration.
• Discernment- Understanding the deeper reason why things happen.
• Resourcefulness- Making wise use of what others might overlook or disregard.
• Responsibility- Knowing and doing what is expected of me.

Summary of Duties and Responsibilities:

Perform duties, under direction of Patient Access Supervisor, in scheduling and providing assistance to patients to access Variety Care services throughout all clinics. Provides excellent customer service, answers telephones in a timely fashion, facilitates appointments, and follows all operational and clinical guidelines to provide service excellence. Communicates with Care teams to support an efficient delivery of care. Familiar with all services provided within our clinics and provides patient access through scheduling of appointments, telehealth services or connection to key resource departments.

Primary Duties and Responsibilities: 

1. Provides excellent customer service and appropriate telephone etiquette at all times and schedules the patient based on their needs.
2. Provides good verbal communication through active listening skills; personalized and attentive service and a caring and thoughtful attitude.  
3. Manages all incoming telephone calls and represents the VC health center as a first point of contact with a pleasant and professional demeanor.
4. Strives to consistently meets and/or exceeds individual Patient Access performance measures.
5. Proficient in EPIC (EMR) scheduling and Patient Access workflows to ensure appropriate documentation in patient communication, inbasket messaging, and patient data.
6. Utilizes screening tools such as Symptom Screener to ensure patient acuity is assessed for the most appropriate service.
7. Attends employee meetings and staff trainings to ensure continuous quality improvement in job performance.
8. Obtains accurate and required information/documentation from patient at time of call.
9. Utilizes Patient Access LEADS in coaching opportunities, job training, daily questions.
10. Follows HIPAA guidelines and OCHS Privacy policy and procedure.
11. Assures that office equipment is in good working order.  Notifies appropriate staff members if problems arise.
12. Able to handle patient/specialty complaints and seeks out manager assistance when needed. 
13. Embodies the strength of personal character.  Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment.  Must be a leader in the department and community. Result-oriented problem solver who is responsible and accountable.
14. Supports Variety Care’s accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable.  Provide leadership and work with all staff to achieve the goals of the “Triple Aim” of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs.
15. Performs Other duties as assigned.

Essential Functions: 

1. Must be able to lift 25 pounds.
2. Able to sit for long periods of time

Requirements, Special Skills or Knowledge:

1. High School Diploma or GED.
2. Computer experience, competency in data entry-business applications.
3. Direct experience working with the public in customer service role in retail or phone.
4. Expert communication-listening skills.
5. Experience working with confidential information.
6. Expert organizational skills - able to concentrate, and prioritize work in an active environment.
7. Expert communication skills-ability to handle conflict, critical thinking and empathy-patient and customer service focused.

Preferred Requirements, Special Skills or Knowledge:

1. Medical Assistant experience.
2. Experience with direct patient care.
3. Bilingual (Spanish/English).
4. Background knowledge of a medical environment.
5. Understands medical terminology.
6. Tele-marketing or previous call center experience.
7. Experience OCHIN/EPIC
8. Patient Service Representative experience.
9. Patient Access Specialist experience.