Patient Access Representative

• Link the patient experience between PACT and the practice site using facility/provider information and established procedures
• Assist inbound callers using available resources and critical thinking; make outbound calls when needed
• Recognize complex problems and escalate them for resolution
• Perform basic technical troubleshooting for online applications, systems, or access issues
• Schedule patient appointments and coordinate cancellations, reschedules, and additions to schedules
• Obtain demographic and insurance information and verify insurance coverage
• Complete forms and verify and update medical records
• Identify emergent calls and immediately transfer them to a Registered Nurse for triage
• Route patients for triage, scheduling, rescheduling, and appointment cancellations
• Submit medication refill requests and page providers and facilities as appropriate
• Provide customer service according to departmental standards
• Support organizational marketing efforts by providing information and referrals
• Maintain records and regularly report on and update provider and marketing databases
• Maintain knowledge and efficient use of departmental information systems
• Perform additional duties based on department needs

Patient Access & Care Team Representative I

• Obtain registration information, insurance information and verification, and authorizations from new and established patients
• Screen, schedule, and direct patients to appropriate providers and services
• Convey a positive image of Carle and provide information to patients about Carle services by telephone and face-to-face
• Check patients in upon arrival for scheduled appointments
• Facilitate upfront collection of co-payments
• Accurately explain and complete registration and admitting forms
• Obtain signatures from patients and policyholders
• Explain and obtain signatures for Consents, Assignment of Benefits, ABN's, and Notice of Non Coverage forms
• Perform cash drawer management and co-pay collections
• Request, locate, send, and receive patient medical records as needed
• Receive incoming telephone calls
• Check patients out promptly and courteously
• Adhere to and enforce Carle policies and procedures
• Attend meetings to enhance knowledge
• Perform other duties as assigned
• Suggest ways to improve processes