Patient Access Specialist I-Abdominal Transplant

We are seeking a detail-oriented and customer-focused Patient Access Specialist I to join our team. In this role, you will serve as the first point of contact for patients, ensuring a welcoming experience while accurately collecting and entering essential demographic, insurance, and registration information.

Key Responsibilities:

• Greet and assist patients with registration, check-in, and scheduling

• Verify insurance coverage and obtain necessary authorizations

• Collect copayments and explain financial responsibilities

• Maintain accurate patient records in the electronic health system

• Provide exceptional customer service while ensuring compliance with policies and regulations

Ideal Candidate:

• Strong communication and interpersonal skills

• High attention to detail and data accuracy

• Ability to multitask in a fast-paced healthcare environment

• Prior healthcare, registration, or customer service experience preferred

Join our team and play a critical role in creating a positive patient experience from the very first interaction.

Purpose:
Typically, function under the direction of the Supervisor/Manager responsible for patient access. Schedule appointments for a similar group or specialty of physicians generally at one location or multiple session timeshares. Serve as front line resource for PSD Departments to coordinate access of external public to our care providers and ensure goal of 72 hours patient access are met.

Responsibilities:

• Review, verify and enter the patient's demographic information to ensure data integrity.
• Schedule appointments according to the physician templates for similar types of physicians, generally at one office or multiple session timeshares (single specialty phone room or front desk environment).
• Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
• Obtain chief complaints in order to schedule appropriately.
• Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
• Understand UPMC 72-hour appointment requirement and work to ensure guidelines are met.
• Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.).
• Treat all patients with respect and demonstrates the behaviors learned in the Patient Ambassador Program.
• Routinely attend department meetings and on-going in-service and training programs, to present and exchange pertinent information.
• Work the overflow call list and Audiocare report.
• Review and verify the patient's insurance information.
• Coordinate access to care for patients within own department or location.
• Monitor patient wait list report.
• Compile and send new patient packets or flags patient if needs to be completed upon arrival.
• Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.
• Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounter for messaging.
• Function at multiple sites as requested by supervisor.
• Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.
• Give basic information to patients (directions, parking information, and required preparation for appointment).