Patient Access Specialist I
The Patient Access Specialist I position receives inbound patient calls, answers patient questions, and fulfills appointment requests. A Patient Access Specialist I must demonstrate a knowledge of PPIL services and fees and provide courteous, customer-oriented phone service to a diverse group of clients. This position works under the supervision of the Contact Center Manager.
This position includes a sign-on/retention/competency bonus of $2,000 that is paid throughout the first year of employment ($500 on the first paycheck).
1. Demonstrate proficiency in all duties related to:
· answering telephones and scheduling appointments
· responding to customer needs and inquiries
· triaging medical calls
· knowledge of fees, and ability to accurately quote fees for services
· providing client-centered customer service
· providing financial counseling for patients who may need reduced fees or payment options
· accurately collect insurance information for verification in the Revenue Cycle Management Department and effectively relate necessary information to patients
2. Within six months’ time, complete all required training for level I proficiencies and standards. Demonstrate ability to achieve and maintain Patient Access Specialist I standards:
· Average auxiliary time of less than 3 minutes per call
· Error rate of 3% or less
3. Ensure, through a civil and courteous manner, that each patient receives the care and information they need by providing efficient, effective, and customer-oriented phone service.
4. Participate in Contact Center efforts to:
· comply with organizational quality assurance guidelines and pertinent government regulations including OSHA and HIPAA.
· achieve efficiency and productivity goals, as well as reduce costs when possible.
5. Provide information, assistance, and support for clients facing emotional, family, and/or financial problems related to healthcare; provide assistance to clients needing referral for services related to pre-natal care, adoption services, abortion services, financial assistance, and personal family counseling.
6. Assist in the care and maintenance of PPIL equipment and efforts to maintain efficient, clean, and comfortable work locations.
7. Provide PPIL approved information about family planning methods, abortion, and other services offered and give regular feedback to Health Center Manager regarding training and continuing education needs.
8. Demonstrate an understanding of and commitment to remain informed about PPIL protocols, policies, and procedures.
9. Demonstrate an understanding of and commitment to PPIL core values of access, activism, care, confidentiality, diversity, excellence, integrity, respect, self-determination, and stewardship; practice these values in relations with internal and external customers.
10. Other duties as assigned.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk, and hear. The employee frequently is required to use hands and fingers to handle, type, feel, and reach. The employee must occasionally lift and/or move up to 25 pounds.
Supervisor: Contact Center Manager
Status: Full time. Non-exempt from the overtime provisions of the wage and salary regulations.
Completion of an accredited high school program or equivalent required. Additional training and/or education in call center, reproductive health, or medical services are desirable.
Previous professional experience with answering phones and booking appointments is preferred.
Personal & Professional Qualities:
· Commitment to the efficient and customer-oriented provision of services, as well as a commitment to the operating goals of Planned Parenthood of Illinois.
· Excellent communication skills. Ability to communicate with patients, the public, staff, and volunteers in a courteous, warm, and sensitive manner. Bi-lingual ability in Spanish or other languages common to PPIL patients is helpful.
· High energy level, organizational skills, and attention to detail required. Willingness to participate in a team approach to health care.
· Ability to work a schedule that may include evening and weekend hours required.
· Ability to travel to in-person meetings required.
· Must reside and perform work in Illinois.
Planned Parenthood works affirmatively to include diversity among its workforce and does not discriminate in the selection of its staff based on factors including but not limited to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, income, marital status or any other characteristic protected under federal, state or local law. We encourage diverse candidates to apply for this position.