Patient Access Center Specialist

Job Summary

The Patient Access Center Specialist provides support to patients and staff members by answering patients calls and requests for the corresponding facilities 24/7. Essentially, the PAC specialist is the front line of the organization—handling patient communication, scheduling, and access to care.

Responsibilities

• Scheduling patients' appointments by adding them to the EMR
• Responding to inquiries made by patients, insurance companies, or third parties through phone, email or text
• Answering all patient questions and inquiries whenever possible to ensure full patient understanding
• Taking messages and assigning them to the concerned department or providers when needed
• Assigning documents received from medical facilities to the provider after analyzing their urgency
• Adhering to legislative guidelines and the Health Insurance Portability and Accountability Act
• Making recommendations for services that may better suit patients' needs based on set protocols
• Detecting situations that require immediate action such as medical emergencies and abiding by the company's escalation protocols
• Taking part in training and other learning opportunities to expand knowledge of US laws and policies
• Handling stressful situations with elegance and grace
• Demonstrating courtesy and respect to all patients and team members in every interaction
• Texting patients within 30 minutes of their facility visit, and compiling and analyzing feedback
• Providing after-hours support, including handling collections inquiries, processing payments, responding to website chatbot inquiries when available, and managing urgent same-day referrals and medical records
• Routing phone calls and recording messages for the billing team during their absence, and promptly notifying patients of any billing discrepancies
• Ensuring coverage during team members' absence

Requirements & Qualifications

• Bachelor's degree in communications, customer service, business, psychology (or any related field)
• 0 to 1 year of experience in customer service
• Outstanding customer service and communication skills
• Proficiency in English, writing and speaking
• Team player
• Proficiency in computers and strong typing skills
• Strong time management and decision-making skills
• Flexibility