Patient Access Representative

Bilingual Required in English & Spanish
Position Summary:
The Summit Community Care Clinic (SCCC) Patient Access Representative will promote, maintain, and improve individual and community health by supporting patients in adopting healthy behaviors.

The Patient Access Representative is responsible for the smooth operation of the Clinicâ s front desk at the Dental and Medical offices, including but not limited to telephone answering and directing calls; patient scheduling; patient processing; patient chart set up and maintenance; fee collection and balancing; filing and typing. The Patient Access Representative provides professional services under stressful conditions, and acts as a Care Clinic representative to patients, volunteers, community partners and the general public. The Patient Access Representative performs other related job duties as assigned by supervisor.

  • Essential Functions:
  • Promotes the philosophy and mission of Summit Community Care Clinic with patients, clinic staff, volunteers, donors, community partners, and among general public.
  • Ensures the steady operation of the telephone system, including but not limited to: answering all lines as needed, directing calls to appropriate staff, receiving and distributing messages complete with all pertinent information, operating voicemail, and telephone referrals to other agencies.
  • Ensures the appropriate scheduling of patient appointments for all services, including but not limited to :
  • Patient scheduling in Aprima & Dentrix with attention to maintaining open access, operational flow, and needs of patients.
  • Ensuring that all available slots are kept filled throughout the day.
  • Maintaining accurate schedules that reflect no-shows, cancellations, and completed appointments.
  • Make reminder calls when needed.
  • Prepares charts for all scheduled appointments. Places any forms patient will need to complete for visit and placing chart in stand up rack in appropriate order for appointment time.
  • Processes the patient through the clinic system, ensuring that the proper paperwork is completed, including but not limited to; patient registration, consent forms, update information on existing patients and any other required forms and/or paperwork. Ensures that the patient is registered in the scheduling database accurately and that all of the information is up to date.
  • Ensures that patient records are complete, accurate, and accessible for personnel. Ensures that paperwork is filed in a timely fashion. Exhibits initiative when work load allows or instructed by supervisor
  • Responsible for collecting appropriate fees from patients. Accurately records payments, producing receipts for patient and Clinic records and makes correct change. Balances cash drawer utilizing appropriate methods, completing Day Sheet and storing end of day receipts in assigned location.
  • Is responsible for operation of front desk, including extended hours and weekends if required. Ensures that daily tasks are completed.
  • Acts as a representative of Care Clinic with patients, staff and the general public, acting in a professional and responsible manner, promoting excellence.
  • Works constructively with the Clinic staff to ensure the smooth operation of the Clinic. Handles change in tasks, procedures and duties with professionalism.
  • Works with the volunteer and staff providers, dentists and their office staff to ensure accurate scheduling.
  • Performs other related job duties as assigned by Front Desk and Eligibility Supervisor.
  • Responsible for maintaining the waiting room and front desk in a neat and presentable manner.
  • Checks and documents calls to prescription refill line.
  • Complete lab tracking process in a timely and thorough manner as described in lab policy. Complete lab call backs as delegated by provider.
  • Maintains compliance with Occupational Safety and Health Administration regulations and provides assistance in accordance with those guidelines.

Qualifications: To perform this job successfully, an individual must be able to engage in each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Previous non-profit and/or volunteer experience preferred. (Bachelorâ s Degree or equivalent). High School Degree. Knowledge of medical terminology desirable. At least one (1) year experience in medical or dental related field is desired. Practical experience may be substituted. Experience working with systems and processes to evaluate and implement. Experience with business office functions, including cash management and billing. Previous non-profit, indigent, and/or volunteer experience desirable.

Language Ability: Ability to read, write and clearly speak the English language. Ability to read, write and clearly speak the Spanish language. Ability to interpret a variety of instructions and deal with multiple linguistic cultural variables. Bilingual desired.

Reasoning and Mental Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to exercise independent judgment. Self-directing and organized. Ability to reason objectively. Ability to assess, project and plan for patients needs. Ability to interpret state/ federal/agency regulations. Ability to document concisely, accurately and in timely manner. Ability to handle a variety of duties which may be interrupted or changed by immediate circumstances. The C.S.R. performs a variety of duties involving broad ranges of activity, including assessment, assistance and direct patient care. The work involves counseling, teaching, coordinating of services, and participating with other disciplines within the community. The work involves determining the health care needed in a general population, and assisting in planning, developing and evaluating the health care delivery system. The position requires the ability to interact with the low-income public, with community representatives, office staff and supervisors. The ability to make appropriate decisions based on fact and knowledge is required.

Interpersonal Skills: Ability to relate cooperatively and constructively with patients, co-workers, administration, physicians and providers, community agencies, referral sources, regulators and other health team members. Ability to enlist the cooperation of others. High tolerance for stress. Administrative and philosophical compatibility with the clinicâ s philosophy and mission. Interpersonal skills and sound judgment necessary to communicate with a wide variety of persons, including the indigent, and to work with the Clinic staff in coordinating the medical, dental and mental health services of the Clinic.

Computer Skills: To perform this job successfully, an individual should have a solid knowledge of word processing software, spreadsheet software and database software. Computer skills required.

Work Environment:

The work environment is in a healthcare setting and can be fast paced and involve working directly with patients and healthcare professionals. Many of our patients with chronic disease have a minimal level of health literacy and a significant number of barriers to accessing health care. The individual may also work in a clerical setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. The noise level in the work environment is usually moderate. Moderate to high mental stress with counseling, evaluating, and decision-making required. The work is performed in a clinic, well lighted, heated and ventilated, where exposure to infections and contagious diseases may occur. SCCC staff, patients, local physicians and their staffs, community representatives and the general public. The position requires frequent, direct contact with emotionally distraught patients.

Exposure category: Category 2: Job requires tasks in which the normal work routine involves no exposure to blood, body fluids or tissues, but exposure or potential exposure may be required as a condition of employment.

Will work with substances: All pharmacy medications, copier toner and dispersant.

Will work with equipment: Computers, fax machine, copy machine, telephone, calculator, printer, misc. medical equipment.

Physical Demands: 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. Travel is required for this position. Performs a variety of tasks that require sitting, stooping, bending, standing, moderate lifting of 20 to 50 pounds. Occasionally assists patients with transfers. Occasionally handles medical equipment, materials and supplies. Requires concentrated visual attention that must be maintained for sustained periods. Requires excellent near vision and depth perception. Good far vision and peripheral vision required. Good color discrimination required. Good hearing acuity required. Excellent eye and hand coordination, and excellent manual dexterity required.

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