Job Description

61st Street Service Corporation is hiring Patient Access Specialists II to assist patients with appointment requests & insurance eligibility in our Ophthalmology Patient Access Centers.

Responsibilities:

• Schedules appointment requests. Utilizes existing tools to facilitate securing the right appointment with the right medical provider or team. Indicates special needs (e.g. special accommodation, interpreter, etc.)
• Communicates insurance participation, financial responsibility (if applicable) and time of service policy to patient population.
• Ensure that patients understand the arrival and check-in process, pre-appointment instructions and patient safety precautions and other relevant information. Emails specialty patient forms if needed.
• Obtain patients’ insurance and demographic information and ensure all obtained information is registered in EPIC with 100% completeness and accuracy. Accurately completes required tasks and fields in pre-registration.
• Maintains knowledge of insurance requirements. Performs real-time insurance verification and interprets responses. Informs patient of insurance requirements for services provided. Escalates cases for resolution as appropriate. Helps identify and document trends. Escalate issues to Lead or Pod Supervisor for resolution.
• Escalate issues/cases to Supervisor/Manager for resolution.
• Ensures "warm transfer" of calls/inquiries are routed to the correct party for resolution. Escalates cases as appropriate.
• Collects pre-registration information to address outstanding Epic work queue accounts.
• Performs outbound calls to perform Epic referral scheduling.

Qualifications

• High School Diploma or the equivalent required/Associates Degree or higher preferred.
• Minimum of 3 years of relevant experience including proficiency in medical terminology.
• Excellent customer service skills and the ability to maintain a pleasant and helpful demeanor through all situations. Including the ability to maintain professional demeanor under pressure due to the high volume and urgent nature of calls.
• Excellent skills in problem assessment, using good judgment and collaborative problem solving in complex and interdisciplinary settings.
• Ability to perform tasks with accuracy and minimal error rate.
• Excellent verbal and written communication skills including interpersonal skills. Ability to communicate in a clear and concise manner and ensure understanding of information by patients and customers.
• Strong proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Ability to work collaboratively with a culturally diverse staff and patient/family population, demonstrating tact and sensitivity.
• Ability to work independently and follow-through and handle multiple tasks simultaneously.
• Bilingual (English/Spanish) Preferred

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