Call Center Representative

## Description | **Job Title:** | Patient Access Representative | | --- | --- | | **Department:** | Patient Access Center | | **Reports to:** | Manager of Patient services | | **FLSA Status:** | | | | | Lowell Community Health Center (Lowell CHC) is a community-based health care organization. Our programs have been recognized as national models. With a career at Lowell Community Health Center, you will be joining a dynamic team of passionate and talented people. # SUMMARY: The Patient Access Representative (PAR) position serves as the primary contact for incoming calls for new and established patients and customers accessing or seeking information about Lowell CHC services. Pre-registers, schedules appointments and assists with overall patient requests. Works collaboratively with other members of the health center in order to provide superior patient care delivery. Projects a professional company image through phone interaction. The Patient Access Representative provides overall call and scheduling support to all of the health center departments. # # RESPONSIBILITIES: Essential duties and responsibilities include the following. Additional duties and responsibilities may be assigned as deemed necessary. ## Call Center: · Answer phones in a professional and courteous manner and respond to patient/customer requests as appropriate. · Transfer calls or respond to requests accurately connecting patients to the correct department. · Assist in making reminder calls and following up with patients as needed regarding appointments. · Orient the patient about rights and responsibilities and overall health center services. ## Registration Data Collection: · Accurately gather and input patient demographic, insurance, medical, and financial information into the practice management system. · Document patient consent and compliance. ## Insurance Verification & Prior Authorization: · Enter and/or update all insurance information collected into the practice management system in a timely manner and with a high degree of accuracy. · Verify patient insurance coverage by navigating multiple systems to retrieve eligibility information. · Verify prior authorization and primary care provider assignment and help resolve issues to access. · Verify effective date and benefit information including primary care provider site, co-pays, and outstanding balances. · Work closely with the Health Benefits Navigators to act upon and resolve any issues involving patients who are uninsured or underinsured. · Address eligibility alerts, electronic actions and telephone encounters as corrections to patient accounts. · Contact patients whose insurances are inactive with advance notice to gather insurance information. ## Appointment Scheduling: - Ensure accurate data entry in the electronic health record (EHR) system. - Schedule, reschedule, or cancel patient appointments as needed. - Provide information about appointment times and preparation requirements. ## Collection Duties: - Inform patients of their co-pay, outstanding balance, or other patient responsibility due. · Educate patients on payment options, including cash pay, check, credit card, or online via MyChart. · Provide information about health insurance and financial assistance program options including sliding fee scale and refer patients to a Health Benefits Navigator if needed. · Promote, educate and sign up patients on the Patient Portal and respond to patient portal requests in a timely manner using department protocols. ## Communication and Customer Service: · Use questioning and listening skills that support effective telephone communication. - Deliver exceptional customer service, creating a welcoming environment for patients. Resolve patient complaints and issues in a professional and timely manner. · Respect and maintain privacy and dignity of patients/customers and co-workers, while assuring patient/client confidentiality at all times. ## Administrative Duties: - Maintain and update patient record…