Patient Access - Call Center Representative

Patient Access - Call Center Representative 3.6 3.6 out of 5 stars Arrington, VA 22922 Full-time Blue Ridge Medical Center 13 reviews

Full-time Job Summary:

The Patient Access Representative - Call Center works as a member of a care team consisting of clinical and non-clinical staff within BRMC. He/she receives incoming/makes outgoing telephone calls, addresses the needs presented by patients or dispatches the caller to the appropriate staff person /department. He/she schedules appointments in the computer scheduler, taking into consideration scheduling protocols, provider availability and optimal patient flow. The Patient Access/Call Center Representative must remain consistently polite, efficient and patient care centered in all communications with patients and staff. He/she must work closely with providers, nursing staff, medical records, referrals, eligibility, pharmacy, dental, interpreters, other areas of patient access and management to maintain efficient operations with quality patient care as primary consideration. Demonstrates a sincere dedication and loyalty to the mission, vision and core values of BRMC.

Responsibilities:

Operates telephone system properly and uses appropriate techniques to place, transfer and receive telephone calls. Communicate with clarity and courtesy on telephone, in person and in written communication. Operate computer database using two patient identifiers to look-up patient accounts, generate telephone encounters, update registration information, verify insurances and complete other computer operations as necessary. Keep confidential information learned in the course of daily work; comply with HIPAA regulations. Play an active role in training new employees who are members of the care team or patient access team. Contact call service and inform them of closing dates or emergency closings of BRMC. Schedule appointments to meet patient needs following scheduling parameters set by the center and the specific provider. Assess and address the needs of callers: schedule appointments, take messages/telephone encounters, and promptly dispatch calls to appropriate staff. Make calls as needed to schedule/reschedule appointments. Verify insurance and/or enter new insurance for patients and inform patients of any outstanding balances Work closely with nursing staff to triage patient needs and schedule appointments. Uses Nurse Triage Algorithm to assist in determining appropriate actions based on patient's symptoms. Assist other departments (Dental, behavioral health, pharmacy, medical records, referrals, etc.) as needed Communicate with no-show patients by phone or by mail as directed by provider and center policy. Work closely with front office team members to share information and provide cross-coverage assuring that patient services responsibilities of the care team are carried out correctly and in a timely manner. In the event of inclement weather or other threats to the center opening on schedule, the Patient Access Representative - Call Center prints and takes home the schedule for the day(s) in question. Should the center not open, the Patient Access Representative - Call Center contacts their assigned provider's patients to cancel and/or reschedule appointments. Empanel patients in the electronic medical record system. Addresses TEs, Actions (Jelly Bean) in a timely manner. Assist coworkers with all front office and scheduling functions. Retrieves messages from after-hours service and takes necessary actions to assure callers' needs are addressed by the appropriate department/staff. Attends staff meetings and trainings. Performs other necessary duties as assigned by the Patient Access Manager or BRMC Management to meet the goal of providing quality health care services.