Patient Access Specialist- University

Patient Access Specialists support CEENTA's operations by handling all incoming calls, answering patient questions, rerouting calls as appropriate, and creating a great first impression for our patients and the community as a whole. The position requires the ability to work onsite at in our call center located in the University area of Charlotte, NC.

After six (6) months of excellent performance, this position will be eligible to work from home up to five (5) days per week!

Primary Objective:

The Patient Access Specialist provides exceptional customer service to CEENTA patients and referring providers through effective telephonic and virtual communication.

Essential Job Functions:

The essential functions for the position include:

• Collect, enter, and verify patient demographic and insurance information in the electronic health records (EHR) system
• Schedule/Reschedule/Cancel patient appointments in the EHR system
• Act as a liaison between patients and CEENTA providers by documenting and appropriately routing patient triage requests in the EHR system
• Address patient issues and complaints directly or forward the matter to the appropriate Practice Manager or Compliance Officer
• Operate a multi-line telephone system
• Collect patient pre-payments and balances
• Demonstrate predictable, reliable, and prompt attendance
• Demonstrate compliance with the Employer’s policies and procedures, including work rules and emergency action plans
• Ability to handle a stressful environment
• Ability to work as a team and effectively communicate in a respectful manner with co-workers and patients
• Ability to learn quickly, focus, and give attention to detail.
• Position must work on-site.

Core Competencies:

Customer Service – The Patient Representative (Call Center) if often the first contact a patient has with CEENTA and must therefore demonstrate exemplary customer service to ensure a positive patient experience. This includes engaging patients, being receptive and responsive to their needs, and appropriately addressing any patient questions or concerns.

Effective Communication – The Patient Representative (Call Center) must communicate effectively and respectfully with patients and clinic staff in person, via phone, via email, and via EHR system messaging. They should be able to listen effectively and express themselves in a clear and articulate manner.

Information Collection & Management – The Patient Representative (Call Center) must be able to collect, organize, and monitor data accurately and efficiently. This data includes Protected Health Information (PHI), which must be handled in compliance with the Health Insurance Portability & Accountability Act (HIPAA).

Multi-Tasking & Adaptability – The Patient Representative (Call Center) must be able to multi-task and adjust their approach to meet changing demands and stressful situations while simultaneously addressing patient needs.

Personal & Professional Ethics – The Patient Representative (Call Center) must have integrity and honesty as this position is patient-facing. Adherence to professional ethics as delineated by CEENTA and federal regulations (e.g. HIPAA) is required.

Supervision:

The Patient Access Specialist reports to the Call Center Supervisor

This position has no supervisory responsibilities.

Work Environment:

The Patient Access Specialist functions in a corporate call center. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. The call center can be loud and distracting at times, so the ability to focus and stay on task is of paramount importance.

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.

• This is a largely sedentary role in which the employee is regularly required to sit, talk, or hear.

Position Type and Expected Hours of Work:

This is a full-time position with hours dependent upon call volume, Mondays-Fridays 8:15 a.m. - 5:15p.m.

Travel:

No travel is expected for this position.

Education and Experience:

High school diploma or equivalent required. Minimum of one year of related work history preferred.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. In addition to those essential job functions identified above in Section II, individuals in this position are also responsible for performing other duties or tasks that may be assigned. CEENTA retains the discretion to add to or change the essential job functions of this position at any time without notice.

A Typical Day in the Position:

As a Patient Access Specialist in the call center, you will answer an average of 100 - 125 incoming calls per day to address patient needs such as scheduling, rescheduling, or canceling appointments, relaying messages to providers and their staff, and answering general patient questions. Generally, the Patient Representative is the first point of contact for patients of CEENTA, so it is imperative that they greet each caller with a pleasant tone and polite disposition.

I, ____, have read and understand the information provided in this job description. Based on the job description above, I furthermore agree that I am fully capable of fulfilling the essential job functions as detailed above, without any accommodations.    

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Equal Employment Opportunity Statement 
The Company bases all applicant and employee employment decisions without regard to race, creed, color, religion, age, gender identity or expression, sexual orientation, pregnancy, genetic information, national origin, sex, uniform service, veteran status, protected disability, and any other category protected under federal or state law. This policy of equal employment opportunity applies to all policies and procedures relating to employment including, but not limited to recruitment, placement, employee training and development, promotion, benefits, compensation, leaves of absence, position elimination, layoff, recall, termination, and all other terms and conditions of employment. The Company opposes racial injustice and racial inequality. We strive to provide a diverse workplace wherever employee’s background and experiences are important and bring value to us as an organization. Employees should bring any violations of this policy to the attention of Human Resources. 

 The South Carolina Pregnancy Accommodation Act protects individuals from employment discrimination for medical needs arising from pregnancy, childbirth or related medical conditions. The Act, which amended the South Carolina Human Affairs Law, also requires that employers provide reasonable accommodations for medical needs arising from pregnancy, childbirth or related medical conditions.  Should you have any questions, please contact Human Resources. 

 Accessibility Accommodation Statement Charlotte Eye, Ear, Nose and Throat Associates is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is the Company’s policy not to discriminate against any qualified employee or applicant with regard to any terms or conditions of employment on the basis of such an individual’s disability. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company’s online employment application, please contact [email protected].