Patient Access Assistant: MPG - General Surgery

Summary:
Performs receptionist, registration, and clerical duties associated with registering patient for inpatient and outpatient services.

Detailed responsibilities:

• Meets with surgical/procedural patient or patient's caregiver to exchange necessary information and documentation. Provides explanation of process, pre-procedure instructions, and addresses concerns and questions. Schedule patient/family surgical conferences.
• Communicates with referring physician's office, clinical department(s), and/or other appropriate personnel to exchange necessary information and coordinate surgical/procedural/diagnostic testing and DME as appropriate. Assists in completing surgical orders as directed by department. Routes as appropriate.
• Verifies insurance benefits and obtains pre-certification/authorization as necessary. Determines and accepts required payments, including co-pays and deductibles, or refers to financial counselors for follow up.
• Work Department incoming referral work queue daily. Assist patients with appointments in other specialist offices as requested/referred by our physicians.
• Reviews patient charts to ensure imaging is available and all pertinent information to maximize appointment.
• Responsible for managing physician calendars.
• Round with patients in practice to ensure Excellent Patient Experience is met. Follow-up on reported issues and assist with service recovery.
• Performs general clerical duties including assisting with the front/back desk as well as scheduling appointments. Assist with signing up patients/Proxy with MyChart activations and Telehealth visits.
• Builds critically important relationships with physicians, OR staff, as well as insurance representatives in order to help facilitate all scheduling duties.

Competencies and skills:
Essential:

• STANDARDS OF BEHAVIOR: Acts in a manner that supports the standards of communication, respect, privacy, and teamwork by demonstrating a commitment to professional and ethical conduct.
• CUSTOMER SERVICE: Demonstrates commitment to service excellence by promptly addressing internal/external customer issues/requests, resolving concerns while maintaining a professional image and behavior to build and enhance the patient/family/customer experience.
• ACCOUNTABILITY: Accepts ownership of job roles and specific assignments/goals; works independently, takes responsibility for own actions; admits mistakes and judgment errors; and accepts constructive feedback. Connects personal work results to the accomplishment of team and organizational goals.
• RESPONDING TO CHANGE: Accepts change and adapts in a positive and productive manner; handles unexpected situations and changes in direction calmly and with confidence. Views new assignments and job responsibilities as an opportunity for growth.
• VERIFYING INSURANCE: Verifies and enters insurance information and authorization/referral requirements.
• PATIENT ACCESS: Performs assigned duties related to the admission of patients.
• ACCURACY & QUALITY: Completes work assignments within established quality and/or quantity standards.
• PROBLEM SOLVING: Ability to identify, analyze and effectively solve problems.
• ORGANIZATION SKILLS: Organizes work to achieve maximum efficiency.
• PATIENT AND FAMILY CENTERED CARE: "Provides Patient and Family Centered Care to patients, families, visitors and internal customers"

Education:
Essential:

• High School Diploma or Equivalent

Credentials:

Education equivalent experience:
Essential:

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Other information:
Complexity of Work: Requires critical thinking skills, effective communication skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action.

Required Work Experience: One (1) year experience in a clinical office setting.

Proficient in basic computer skills and customer service experience preferred.

Working conditions:
Essential:

• Bending and Stooping 40.00%
• Keyboard Entry 60.00%
• Lifting or Carrying 0 - 25 lbs Non-Patient 40.00%
• Pushing or Pulling 0 - 25 lbs Non-Patient 40.00%
• Reaching 60.00%
• Repetitive Movement Hand/Arm 60.00%
• Sitting 60.00%
• Standing 60.00%
• Walking 60.00%
• Audible Speech 60.00%
• Hearing Acuity 60.00%
• Depth Perception 60.00%
• Distinguish Color 60.00%
• Seeing - Far 60.00%
• Seeing - Near 60.00%
• Bio hazardous Waste 40.00%
• Biological Hazards - Respiratory 40.00%
• Biological Hazards - Skin or Ingestion 40.00%
• Blood and/or Bodily Fluids 40.00%
• Communicable Diseases and/or Pathogens 40.00%
• Hazardous Chemicals 20.00%
• Computer Monitor 60.00%