Job description

Patient Access Specialist

Full-time, benefits eligible (FT employees are offered 80/20, $500 or $2000 deductible health insurance plan at no cost to the employee for single coverage. $5000 High Deductible health plan is also offered at no cost to the employee for single coverage.

FLSA Non-exempt

Wage DOE $15.06 and up DOE (+ $2.50/hr differential paid for occasional weekend hours)

Candidate review begins 1/19/2023, position open until filled.

Southwest Montana Community Health Center Core Values, Mission, and Vision

Integrity and Trust

Is widely trusted; is seen as a direct and truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent themselves for personal gain.

Expectation:

Maintains confidentiality of others’ personal information; can be trusted to represent the SWMTCHC outside the organization; meets and complies with all medical, regulatory, and licensing standards; takes ownership of their own actions and is accountable for their own mistakes; follows through on what they say they will do.

Mission and Vision Integration

Adheres to the Mission and Vision of the SWMTCHC during both good and bad times; is dedicated to meeting the expectations and requirements of the SWMTCHC mission and vision; acts in line with the values of the mission.

Mission:

To inspire hope and empower wellness by providing access to comprehensive healthcare

Vision:

A stronger Montana through community and wellness

Expectation:

Articulates and sincerely demonstrates the mission consistently through examples such as: treats all people (patients/staff/other agencies, etc.) equally; exercises non-judgmental behavior; listens to others without making assumptions, uses eye contact and acknowledges others; makes decisions that are focused on the patient/staff. Demonstrates strong emotional intelligence attributes.

Team Relations

Understands and supports the team approach; is seen as team player and is cooperative; easily gains the trust and support of peers; encourages collaboration; can be candid with peers; fosters open dialogue; creates a feeling of belonging to the team.

Expectation:

Effectively able to communicate (can give and receive both positive and constructive feedback) with peer group and other staff to get the message across; knows appropriate team members to consult relative to the issue or situation; willingly shares knowledge and information with appropriate team members; actively seeks opportunities to help the team.

Position Summary

Under the general direction of the Patient Access Manager, the Patient Access Specialist (PAS) performs non-clinical duties in our phone center and at our front desk as part of the patient's healthcare team team. PAS performs clerical duties necessary to prepare patients for a visit, to arrange for payment, and to make appointments and reappointments when necessary. PAS greets patients, pulls medical charts, gathers third-party payment information, and collects and records payments at the time of service. PAS answers and triages incoming phone calls, as well as delivers messages to departments, clinicians, and providers. The PAS is also responsible to verify insurance coverage, sliding-fee eligibility, and assist with system used for providing reminders to patients.

Position Requirements

Education:

• High School diploma or equivalent required; some higher education preferred

Experience:

• Two years prior experience in an office or high-volume customer service setting required
• One-year prior health care office experience strongly preferred
• Prior experience with Epic preferred

Essential Functions, Roles, and Responsibilities

• Responsible for patient registration using the Electronic Health Record (EHR) system, including verifying demographic, insurance, and financial information, and organizing encounter and patient face sheet information for provider
• Collects and maintains patient registration and utilization data for the UDS report
• Schedules appointments and interacts directly with patients or automatic callback systems
• Using the EPIC system, collects upfront payment for SWMTCHC, including insurance co-pay and time of service payments, and balances receipts daily
• Communicates effectively and professionally to the public, patients, peers, other departments, and providers
• Requests verification and records patient demographic change information using the electronic computer system
• Scans information into the Electronic Medical Record
• Participates in Performance Improvement (PI) and continuous Quality Improvement (QI) activities
• Attends regular staff meetings and in-services as directed
• Performs work in multiple areas throughout the facility
• Greets and interacts with patients in courteous and professional manner
• Ensures strict patient confidentiality and provides patients with needed information.
• Observes patients in waiting room and reports any apparent illness or distress to clinical staff
• Prepares medical charts and maintains smooth patient flow throughout clinic
• Gathers third party payment information for charges for patient billing
• Establishes that each patient is advised of the Sliding Fee Scale and makes appropriate adjustments to patient record
• Files records accurately and appropriately
• Monitors incoming faxes and correspondence when necessary
• Some members of this class may respond to records requests related to patient care, quality review, and audits in a timely manner
• Maintains strict confidentiality of all patient related information according to HIPAA and SWMTCHC policy
• Maintains a good working relationship within the department and with other departments
• Follows established SWMTCHC policy and procedure
• Other duties as assigned

Knowledge, Skills and Abilities

• Competent in dealing with diverse populations
• Ability to operate personal computer and software including internal EHR, Microsoft Office Suite, etc.
• Ability to operate a variety of office machines such as multi-line telephones, printers, copiers, scanners
• Knowledge of health information management services
• Strong organizational and interpersonal skills
• Ability to exercise good judgment and solve problems in complex situations
• Ability to work independently and as part of a team
• Very strong attention to detail and accuracy
• Ability to maintain a positive attitude under pressure
• Ability to manage multiple and simultaneous responsibilities and to prioritize scheduling of work
• Working knowledge of clinical operations and HIPAA
• Ability to maintain confidentiality of all medical, financial, and legal information
• Ability to complete work assignments accurately and in a timely manner
• Ability to communicate effectively, both orally and in writing
• Ability to handle difficult situations involving patients, providers, or others in a professional manner
• Ability to show consistent attendance, and flexibility to work varying days and hours according to clinic needs

Supervision: This position has no supervisory responsibilities

Immediate Supervisor: Patient Access Manager; in their absence, COO

Physical Demands/Working Conditions:

General office/clinic conditions are pleasant; good, clean working conditions where accident and hazards are negligible. Clear diction and acute hearing are necessary for effective communication with the staff and public. Work is scheduled and performed during clinic hours of M-F 8am-7pm and Sat-Sun 8-5. Some flexibility in scheudling is possible. Schedules may require an occasional rotating weekend according to the needs of the clinic. Differential is paid for hours worked on weekends. Work in varying degrees of temperature (heated or air conditioned). Work under extreme pressures. With or without accommodation, position generally requires navigating stairs to travel between floors, sitting for approximately 4-6 hours per day and walking for 2 hours per day, light to moderate work with 20 pounds maximum weight to lift and carry, reaching, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Job Type: Full-time

Pay: From $15.06 per hour

Benefits:

• 403(b)
• 403(b) matching
• AD&D insurance
• Dental insurance
• Dependent health insurance coverage
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Retirement plan
• Vision insurance
• Wellness program

Schedule:

• 4x10
• 8 hour shift
• Monday to Friday
• Rotating weekends

COVID-19 considerations:
We follow all COVID-19 precautions and protocols. Patients and registration staff are separated by plexiglass and masks are required in the building.

Application Question(s):

• Are you willing to undergo a background check in accordance with regulations?
• What is your preferred hourly wage?
• Please tell us about your experience with a personal computer and related software:
• Why is dependability important in a position such as this?
• Federal rule requires our employees to be fully vaccinated against COVID-19 or have an approved exemption on file. Weekly testing and masking may be required based on data metrics. Do you understand this requirement? (yes or no)

Education:

• High school or equivalent (Preferred)

Experience:

• EPIC EHR: 1 year (Preferred)
• collecting and processing payment transactions: 1 year (Preferred)
• healthcare office: 1 year (Preferred)
• high-volume clerical or office: 1 year (Preferred)

Work Location: One location

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