Working title: Patient Access Specialist
Division: Community Health Center
Program: Joliet/Bridger Clinic RiverStone Health Clinic
Reports to: Clinic Program Manager Joliet/Bridger
FLSA status: Non-Exempt; Full-time
Schedule: Monday-Friday; 8am to 5pm
Wage Range: $18.15 to $21.74 hourly; depending on number of years of transferrable experience and internal equity
Organization Overview
Serving the Yellowstone County community and south-central Montana for nearly 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection - HELP is what we do.
From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life. Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve.
Job Summary
This position is responsible for providing excellent customer service to our RiverStone Health Clinic patients in Joliet and Bridger over the phone and in person. The PAS would work five 8-hour shifts Monday through Friday. Bridger is based on Monday, Wednesday, Thursday and Joliet Tuesday and Friday. Duties include scheduling appointments, collecting and entering patient information into the electronic health record (EHR), taking payments, answering questions and referring clients to appropriate resources and people. The work environment is typically fast paced. Work is performed with integrity and innovation to ensure a high level of customer service delivery.
Essential Functions/Major Duties And Responsibilities
- Patient Access Services 95%
- Compassionate, friendly, and professional customer communications in person, over the phone and in writing.
- Contributes to a positive working environment by demonstrating the RiverStone Health Mission, Vision, and Values.
- Collect, prepare, and enter data accurately into the electronic health record in a timely manner.
- Provide patient services, which may include greeting, registration, making appointments, rescheduling, follow-up, outreach, medical records requests, and escorting patients to applicable service areas.
- Help patients determine any assistance programs for which the patient may qualify and/or direct the patient to Care Management Services for referral to other Riverstone Health services or community support services as needed.
- Proper documentation and verification of patient's insurance information, requesting copays/payment for services, money handling, answering, and routing calls, scanning patient documents, and preparing correspondence.
- Review and provide information to outside entities ensuring that all confidentiality and HIPAA policies and procedures are followed.
- Excellent internal communication with other RiverStone employees, and providers, to ensure efficiency and quality customer service.
- Willingness and ability to ensure excellent work, support of others and participate in quality improvement processes.
- Prepare and coordinate special projects as needed.
- Resolve problems and concerns and report issues and incidents using RiverStone processes.
- Keep public facing areas clean and tidy.
- Attend staff and educational meetings.
- Represent RiverStone Health in meetings, training or public events when needed.
- Responsible to respect and maintain privacy, dignity, and confidentiality of patients always.
- Chart preparation for scheduled provider visits including walk-in patients as requested by the care team. Include the review of the medical record to obtain relevant records and documents needed in advance of the patient appointment.
- Accessing outside facilities for additional medical records.
- Communicating pre-visit needs with the patients and clinical care team.
- Complete outreach to patients as a member of the patient care team.
- Professional and courteous telephone and welcoming etiquette is displayed and always performed.
- Schedule appointments and make referral appointments when necessary.
- Assist patients with medical records requests.
- Responsible for performing a wide variety of tasks under the pressure of continuous interruption.
- Coordinates communications to supervisor, co-workers, and patients as needed or directed.
- Thorough knowledge of the administrative policies and procedures of the agency.
- Thorough knowledge of modern office procedures, practices, and equipment.
Non-Essential Functions/Other duties as assigned =5%
- Perform other duties as assigned in support of RiverStone Health's mission and goals.
Education and Experience
Minimum Qualifications
- High School diploma or equivalent
- Any combination of experience and training which provide the equivalent scope of knowledge, skills, and abilities necessary to perform the work.
Preferred Qualifications
- One or more years of medical office and/or electronic health record experience
- Medical terminology training or experience
- Experience working with an underserved population
- Experience working in a customer service environment
Certificates, Licenses, Registrations
- Valid Montana Driver's License in good standing.
Knowledge, Skills, And Abilities
- Computer literacy, including Excel, Outlook, and Word.
- Knowledge of modern office procedures, practices, and equipment.
- Ability to maintain a calm and positive demeanor during difficult client interactions.
- Ability to display non-judgmental and empathetic listening skills.
- High degree of detail-oriented skill level.
- Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.
- Ability to work collaboratively and maintain a positive work environment.
- Ability to meet deadlines.
Customer Service Excellence
- Doing things right the first time
- Making people feel welcome
- Showing respect for each customer
- Anticipating customer needs and concerns
- Keeping customers informed
- Helping and going the extra mile
- Responding quickly
- Protecting privacy and confidentiality
- Demonstrating proper telephone etiquette
- Taking responsibility for handling complaints
- Being professional
- Taking ownership of your attitude toward Service Excellence.
Supervision
Physical Demands and Working Conditions
- Work is mainly performed in a clinic setting.
- Work in outreach settings including outdoors and at community events.
- Standing, bending, sitting, lifting required.
- Required to wear N95 mask.
- Work is mainly performed on a computer up to 8 hours per day.
- Create and maintain a safe/secure working environment by adhering to safety, security, and health requirements. Integrates injury, illness, and loss prevention into job activities by attending any necessary training and implementing best practices.
Freedom To Act & Decision Making
- Work is structured by public health regulations and established medical practices. Decisions directly affect the quality of services provided to the public.
Communications & Networking
- Work directly with other team members to provide quality customer service for patients.
Budget & Resource Management