Patient Access Care Specialist
Department: Health Care Services
Reports to: Chief Clinical Officer
Status: Non-Exempt/Hourly
ABOUT PPTNM:
Planned Parenthood of Tennessee and North Mississippi is one of Tennessee's oldest and largest private, non-profit health care agencies. For over 75 years, PPTNM has remained committed to providing high-quality, affordable reproductive services and education throughout Tennessee, north Mississippi, and parts of Arkansas and Kentucky. We have four health center locations in Tennessee - Memphis - Midtown, Memphis - Summer/I-240, Knoxville and Nashville.
Our mission is to improve health and well-being by providing high-quality, nonjudgmental sexual health care, honest and accurate sexuality education, and reproductive health and rights advocacy.
JOB SUMMARY:
The Patient Access Care Specialists help organize and process administrative tasks to ensure patients receive the care they need. In this role, responsibilities will include template building, troubleshooting online appointment scheduling, creating good faith estimates, routing centralized faxes, and providing telehealth support. The functions of this position include but are not limited to reviewing inbound patient account interactions via phone, chat, fax, web portal, email, online support systems, electronic medical records systems (EMR), and work queues.
Responsible for working with cross-functional teams to complete tasks and provide exemplary service care to internal and external partners while consistently demonstrating the organization’s ethos of an “In This Together” workplace culture.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Create and update provider schedule templates in the EMR in an expedient manner.
Communicate updated schedule templates or schedule modifications timely and to all stakeholders.
Support online appointment scheduling.
Produces Good Faith Estimates in accordance with the federal “No Surprises” Act Scrub Telehealth schedules.
Assist with scheduling follow-up visits after telehealth appointments.
Monitor the EMR and resolve In Basket messages, tasks and work queues assigned.
Assist with completion of Prior Authorization requests.
Complete and mail Trans Care Service (TCS) letters as needed.
Provide efficient, high-quality patient care.
Appropriately resolve or refer all patient issues, problems and complaints in a timely manner.
Ability to flex communication style to multiple cultural environments.
Thoughtfully works with internal and external customers and patients to resolve issues, including competing demands, sensitive situations, and conflicts with other groups.
Understand the diverse perspectives of health centers and works with them to resolve differences.
Ensures patient confidentiality at all times.
Schedule and reschedule appointments for all Planned Parenthood-offered services as needed.
Accurately and consistently document all patient interactions in EMR as required.
Assist with providing estimates, routing inbound or outbound faxes, telehealth, and Docs ASAP and unmapped appointments support as needed.
Handle assorted tasks with patients via the web, and patient portal, including patient inquiries,
Rx refills, and other requests or communications as needed.
Proactively contribute to the success of the team by keeping team members in the loop through knowledge sharing.
Participate in training for new and revised processes and all service line offerings including but not limited to:
Adhere to all HIPAA guidelines and regulations as required by federal law and the organization’s policies.
Maintain confidentiality of all information at all times.
Participates in achieving revenue, productivity, and efficiency standards as outlined by Supervisor.
Perform all other tasks or duties as assigned by supervisors.
Knowledge, Skills and Abilities:
Maintain a high level of commitment to Planned Parenthood’s mission and goals.
Resolve and or accurately refer issues, problems, or complaints to the appropriate department or supervisor.
Consistently provides efficient, high-quality customer service to enhance patient experience.
Prioritize ways to reconnect and re-commit when challenges and stress cloud the connection to the organizations mission.
Take opportunities to learn and develop skillsets.
Hold themselves responsible for providing excellent patient experiences.
Education and Experience:
High School diploma/GED required. 1+ years of successful/proven experience providing exemplary customer service in a customer-facing environment or over the phone.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions,and procedure manuals.
Work up to 2-3 weekends per month and evening hours when and as needed.
Displays professionalism and encourages a positive, team-oriented work environment.
Familiarity with Electronic Medical Records (EMR).
EPIC – Required
eCW – Preferred
NexGen – Preferred
COMPENSATION/BENEFITS PROGRAM:
Competitive base salary commensurate with experience
Limited voluntary benefit offerings to PT employees
401(k) plan with matching opportunity
Plum Benefits & Pet Insurance
Paid Holidays
This job description is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with this position. While intended to be an accurate reflection of the current job, management reserves the right to review and change this description as needed to maintain business goals and accomplishments. Job descriptions are reviewed periodically. This job description is not a contract.
NON-DISCRIMINATION STATEMENT/ACKNOWLEDGEMENT:
Planned Parenthood of Tennessee and North Mississippi does not discriminate on the basis of race, color, religion, sex, sexual orientation, national origin, age, marital status, veteran status, citizenship, disability, atypical hereditary cellular blood trait, genetic predisposition or carrier status or any other characteristic protected by applicable law. PPTNM will make reasonable accommodations in compliance with Section 504 of the Rehabilitation Act of 1973; the Americans with Disabilities Act of 1990; and any subsequent revisions or additions to related law/regulations.
Employees are expected to perform duties as assigned and directed by management.
E-VERIFY PARTICIPATION:
PPTNM participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S.