[Hiring] Patient Access Representative @Forefront Dermatology

Role Description

Patient Access Representatives are the first point of contact for our patients. This role follows established procedures, processes, and systems to provide a resolution for our patients and is the first step in making an impact on the patient experience. To ensure we meet our patients' needs, team members in this role need to be patient, listen, and answer any questions or concerns to create the best patient experience. Additionally, team members need to understand there are deep complexities to health insurance and each patient's needs are different. Patient Access Representatives are responsible for positively impacting the patients’ journey and experience. Successful team members have a passion for patients and a skillset to work quickly with accuracy while keeping the patient top of mind.

Responsibilities

• Handle a high volume of inbound patient scheduling calls while ensuring attention to detail when collecting information.
• Navigate through multiple systems, screens, and tools to ensure appointments are scheduled accurately while putting the patient at ease, listening, and typing simultaneously.
• Responsible for learning about various insurance health plans and expected to apply that knowledge post training.
• Demonstrate workflows and subject matter expertise covered in training while maintaining KPIs (Call Quality, Scheduling rate, Call handle time).
• Responsible for coordinating patient appointments following company protocols, clinician preferences, and schedule templates.
• Apply problem-solving and multi-tasking skills and a can-do attitude to thrive in a fast-paced environment.
• Learn and understand Key Performance Indicators (KPIs) attached to the role.
• Adherence to compliance and completion of compliance training.
• Perform other related duties as assigned.
• Maintain accurate documentation in electronic health records with patient medical records.
• Follow and maintain state regulations pertaining to cancer registries.

Qualifications

• High School Diploma or GED
• Must be 18+ years of age
• 1+ years’ experience working in a fast-paced environment handling a minimum of 65 calls a day working in multiple systems and dual screens
• 1+ years’ experience in medical office, dermatology is preferred
• Training provided for dermatology terminology and preferences
• Ability to be present for all training days to ensure successful onboarding.
• Ability to acquire/maintain home internet (cannot be satellite internet) that is 90kbps downstream and upstream.
• Ability to create/maintain a home office space free of distractions during working and training hours, including pets, phone, or other household members
• Must be detail-oriented.
• Must have effective communication and interpersonal skills to collaborate with diverse teams.
• Ability to manage multiple priorities, meet deadlines, and work under pressure in a fast-paced environment.
• High level of integrity, ethical judgment, and confidentiality when handling sensitive data.
• Proficiency with Microsoft Word, Excel, and PowerPoint is required. Must be able to learn new software quickly.
• Ability to work effectively and cooperatively with staff, leadership, and the public.
• Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness.
• Ability to maintain confidentiality of information.

Physical Demands

• Ability to communicate in an active multi-office environment.
• Ability to efficiently operate all job-related office equipment (telephone, computer, calculator, fax, copier).
• Ability to communicate via telephone.
• Ability to sit for large portions of a workday.