[Remote] Patient Access Representative

Note: The job is a remote job and is open to candidates in USA. Clinical Health Network for Transformation (CHN) is dedicated to providing high-quality, affordable care to communities. They are seeking a Patient Access Representative who will be responsible for fielding inquiries, scheduling appointments, and providing exceptional customer service to patients, while ensuring compliance with HIPAA guidelines.ResponsibilitiesDemonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channelsAnswer incoming calls professionally and seek to assist the patient however possibleMaintain a positive, welcoming attitude in all patient interactionsOffer prompt assistance to patients for a variety of services, including:Registering new patients into the EHR systemBooking, canceling, and rescheduling appointments for reproductive healthcare, including abortion servicesInputting and updating insurance informationRelaying patient communications to providerProviding patients with pre-visit instructions as neededTransferring calls to appropriate nurse advice staff when necessaryAssist patients with identifying a provider and appointment that is appropriate for their careUse EHR systems effectively to guide the patient’s careScreen patient for financial support using real-time eligibility (RTE), while escalating more complex questionsContact patients to notify when visits are canceled or rescheduledPlace the patient first in all interactions, including adhering to all HIPAA guidelines and regulationsProvide training, support, and mentoring to colleaguesWork with supervisors to achieve the established performance metric standardsUse the phone system to track activitiesParticipate in ongoing training and quality assurance exercisesAdhere to all established workflows, scripting, and department greetingsMeet performance goals for patient experience, quality, productivity, and all performance metricsParticipate in special projects and performs other duties as assignedDemonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to communityDemonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systemsWork and build trust across cultural differencesSkillsHigh school diploma or equivalent experienceStrong phone and verbal communication skills along with active listeningCustomer focus and adaptability to different personality typesAbility to multi-task, set priorities, and manage time effectivelyAbility to work a flexible work schedule including evenings and weekendsEnglish language proficiencyDemonstrated dedication to Planned Parenthood's mission, vision, and valuesOne year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer services experienceFamiliarity with call center systems and practicesAssociate degree, or equivalent experienceSecondary language proficiencyBenefitsHealth Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hireFlexible Spending Accounts and Health Savings AccountShort-Term Disability and Basic Life & AD&D Insurance provided by CHNVoluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at costEmployee Assistance ProgramRetirement Plan, 3% employer match after one year of servicePaid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid HolidaysCompany OverviewCHN (an ancillary organization of Planned Parenthood) is a managed services organization that will provide an expansive suite of integrated standardized shared services and manage the Clinically Integrated Network (CIN) formed to improve quality care delivery, generate additional revenue, and reduce overall cost. It was founded in 2019, and is headquartered in Miami, Florida, US, with a workforce of 201-500 employees. Its website is https://www.clinicalhealthnetwork.org.



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