Patient Access Representative

Overview

Patient Access Representatives are the first point of contact for our patients. This role follows established procedures, processes, and systems to provide a resolution for our patients and is the first step in making an impact to the patient experience. To ensure we meet our patients' needs, team members in this role need to be patient, listen and answer any questions or concerns to create the best patient experience. Additionally, this team members in this role need to understand there are deep complexities to health insurance and each patient's needs are different. Patient Access Representatives are responsible to positively impact the patients’ journey and experience. Successful team members have a passion for patients and a skillset to work quickly with accuracy all while keeping the patient top of mind.

Responsibilities

• Handle a high volume of inbound patient scheduling calls while ensuring attention to detail when collecting information.
• Navigate through multiple systems, screens, and tools to ensure appointments are scheduled accurately all while putting the patient at ease, listening, and typing simultaneously.
• Responsible for learning about various insurance health plans and expected to apply that knowledge post training.
• Demonstrate workflows and subject matter expertise covered in training while maintaining KPIs (Call Quality, Scheduling rate, Call handle time)
• Responsible for coordinating patient appointments following company protocols, clinician preferences and schedule templates.
• Apply problem solving and multi-tasking skills and a can-do attitude to thrive in a fast-paced environment.
• Learn and understand Key Performance Indicators (KPIs) attached to the role.
• Adherence to compliance and completion of compliance training.
• Performs other related duties as assigned.

Surgical Scheduling

• Maintain accurate documentation in electronic health records with patient medical records.
• Follow and maintain state regulations pertaining to cancer registries.

Qualifications

EDUCATION & EXPERIENCE

• High School Diploma or GED
• Must be 18+ years of age
• 1+ years’ experience working in a fast-paced environment handling a minimum of 65 calls a day working in multiple systems and dual screens

Surgical Scheduling

• 1+ years’ experience in medical office, dermatology is preferred
• Training provided for dermatology terminology and preferences

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to be present for all training days to ensure successful onboarding.
• Ability to acquire/maintain home internet (cannot be satellite internet) that is 90kbps downstream and upstream.
• Ability to create/maintain a home office space free of distractions during working and training hours, including pets, phone, or other household members
• Must be detail oriented.
• Must have effective communication and interpersonal skills to collaborate with diverse teams.
• Ability to manage multiple priorities, meet deadlines, and work under pressure in a fast-paced environment.
• High level of integrity, ethical judgment, and confidentiality when handling sensitive data.
• Proficiency with Microsoft Word, Excel and PowerPoint is required. Must be able to learn new software quickly.
• Ability to work effectively and cooperatively with staff, leadership, and the public.
• Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness.
• Ability to maintain confidentiality of information.

PHYSICAL DEMANDS

• Ability to communicate in an active multi-office environment.
• Ability to efficiently operate all job related office equipment (telephone, computer, calculator, fax, copier).
• Ability to communicate via telephone.
• Ability to sit for large portions of a workday.

Forefront will never request personal information, such as your social security number or banking information, via text or email. In addition, Forefront does not use external messaging applications such as WireApp or Skype to communicate with candidates. If you receive communication or requests of this nature, delete them.

Forefront Dermatology is committed to providing equal employment opportunity and maintaining a workplace for employees and applicants that is free from discrimination based upon age, race, religion, color, disability, marital status, sex (including pregnancy), national origin, ancestry, ethnicity, sexual orientation, gender identity or expression, genetic information, veteran or military status, or any other status protected by applicable federal, state, or local law.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, please contact hr@forefrontderm.com to let us know the nature of your request and your contact information.