Patient Access Representative

JOB SUMMARY:  Under the direct supervision of the Patient Access Manager, the Patient Access Representative is responsible for providing high quality telephone contact and assistance for clients regarding Planned Parenthood of Delaware (PPDE) services, test results, payment options, hours, locations and other inquiries.   The focus is on outstanding client satisfaction while maintaining or exceeding PPDE productivity and customer service standards.   

1.All duties and responsibilities are performed in a professional and customer service oriented manner in compliance with PPDE’s Manual of Medical Standards and Guidelines, PPDE policies and procedures, and State and Federal regulatory requirements. Demonstrate proficiency in use of telephone system and insurance verification processes.

2.Answer phones for multiple sites in a timely, consistent, customer-friendly manner, responding to

client requests and inquiries. Manage high volume of calls on a daily basis and prioritize any required follow-though.

3.Respond to callers’ basic questions and resolve issues using agency resources in accordance with PPDE protocol.  Transfer calls to appropriate staff and/or departments as well as take messages as indicated by protocol.

4.Schedule appointments according to PPDE protocol and demonstrate knowledge of PPDE protocols and services in order to provide basic assessment for the purpose of scheduling visits.

5.Collect insurance information as appropriate, and ensure patients are aware of estimated financial responsibility at the time of scheduling.

6.Responsible for the timely verification and authorization of insurance for patients by phone or online. Resolves any issues with coverage and escalates complicated issues to a supervisor.

7.Clearly documents benefit information in NextGen and communicates this information to health center staff.

8.Provides accurate financial counseling for patients regarding their estimated cost of services before

the patient arrives for her appointment.

9.Instruct clients on all information/documents that are needed to be brought to their appointment.

10.Respond effectively and appropriately to difficult or angry callers in accordance with PPDE protocol.

11.Perform data entry into the practice management system, for patient demographic information, fee assessment, insurance/pharmacy information and visit information as appropriate.

12.Work as part of medical services team to meet established productivity standards for patient

numbers, quality and customer service. Meet productivity standards specific to call center.

13.Assist in identifying issues and trends and make recommendations to help improve overall customer service experience.

14.Participate in training sessions, including computer-assisted learning, as required.

15.Abide by the mission of PPDE.

16.Perform additional duties as assigned.

Education/Experience

1.High School diploma or equivalency required.  Medical Assistant/Medical Administrative Assistant graduate or Certified Medical Assistant/Medical Administrative Assistant, or Bachelor’s Degree in Social Service, Human Service or Science preferred, or minimum one year experience as a medical receptionist, medical assistant or customer service representative, with appointment scheduling experience required.

2.Familiarity with women’s reproductive healthcare preferred.

3.Bilingual (Spanish/English) preferred.

Reasoning Ability 

Must have the ability to define problems, collect data, establish facts, and draw valid conclusion.  Ability to interpret a variety of technical instructions in various formats required.  Ability to multi-task and to work effectively under pressure due to conflicting demands is required.  Must be flexible, highly organized, creative and detail-oriented with the ability to set and meet deadlines. 

Language Skills 

Requires excellent verbal and written communication skills, listening and interpersonal relationship communication skills.  Must be able to communicate clearly and interact comfortably with a diverse group of clients, staff and volunteers in a non-judgmental, professional and sensitive manner  

Mathematical Skills  

Must possess the ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.   

Computer Skills 

Excellent keyboarding skills with high level of accuracy required.  Must possess capacity to learn software programs required for specific position and access electronic communications, including e-mail, extranet, intranet, and computer-assisted learning.   

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  All of the job functions listed within this job description involve to greater and lesser degrees the following physical demands:  close vision; hearing/listening; clear speech; walking; lifting and carrying up to 10 pounds overhead and 10 pounds from the floor; stooping; kneeling; bending; sitting; standing up to 6 hours at a time; and use of hands to finger, handle, feel and use keyboard.   

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.   

•Work in a diverse environment, build productive relationships, and effectively work independently and collaboratively as part of a team.

•Work in an environment where protestors may be present at work and related sites.

•Work when needed on an irregular schedule, which could include some weekends, early mornings and evenings.

•Work in a cost-effective and flexible manner, multi-task and work effectively under pressure due to conflicting demands.

•Work in an environment where the noise level is occasionally low but usually moderate.

•Be willing and able to travel to local, statewide, regional, and national destinations.  A valid driver’s license and insurance coverage for bodily injury and property damage as required by the State of licensing or other ability to provide own reliable transportation is required for local, regional, and statewide travel.