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 and advancing health equity. The Bilingual Patient Access Representative will field inquiries, schedule appointments, and assist patients in navigating their healthcare needs while providing exceptional customer service.
Responsibilities
- Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
- Answer incoming calls professionally and seek to assist the patient however possible
- Maintain a positive, welcoming attitude in all patient interactions
- Offer prompt assistance to patients for a variety of services, including the following: Registering new patients into the EHR system; Booking, canceling, and rescheduling appointments for reproductive healthcare, including abortion services; Inputting and updating insurance information; Relaying patient communications to provider; Providing patients with pre-visit instructions as needed; and Transferring calls to appropriate nurse advice staff when necessary
- Assist patients with identifying a provider and appointment that is appropriate for their care
- Use EHR systems effectively to guide the patient’s care
- Screen patient for financial support using real-time eligibility (RTE), while escalating more complex questions
- Contact patients to notify when visits are canceled or rescheduled
- Inform patients about negative or abnormal STI results (excluding HIV) per strict protocols
- Place the patient first in all interactions, including adhering to all HIPAA guidelines and regulations
- Provide training, support, and mentoring to colleagues
- Work with supervisors to achieve the established performance metric standards
- Use the phone system to track activities
- Participate in ongoing training and quality assurance exercises
- Adhere to all established workflows, scripting, and department greetings
- Meet performance goals for patient experience, quality, productivity and all performance metrics
- Participate in special projects and performs other duties as assigned
- Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
- Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
- Work and build trust across cultural differences
Skills
- High school diploma or equivalent experience
- Secondary Language Proficiency (Spanish)
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Ability to work a flexible work schedule
- English language proficiency
- Demonstrated dedication to Planned Parenthood's mission, vision, and values
- One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer service experience
- Familiarity with call center systems and practices
- Associate degree, or equivalent experience
Benefits
- Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire
- Flexible Spending Accounts and Health Savings Account
- Short-Term Disability and Basic Life & AD&D Insurance provided by CHN
- Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost
- Employee Assistance Program
- Retirement Plan, 3% employer match after one year of service
- Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays
Company Overview
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