The Patient Access Specialist Telecom is responsible for facilitating patient access services by managing incoming calls, assisting clinic customers at first point of contact and streamlining clinic-wide communications.
Job Relationships
Reports to the Patient Access Supervisor - Telecom
Principal Responsibilities
Answer all incoming telephone calls to the clinic, identify the need of the caller and route the call to the proper department with efficiency and accuracy.
Demonstrate an advanced knowledge of the organization, the locations of departments, satellite locations and hours of operation for 350 + providers.
Perform overhead paging and maintain open communication between personnel and departments during an emergency or code situation.
Perform 24-hour answering service to all clinic providers, administration, IT, facilities management and other departments and offices.
Must demonstrate the ability to change on-call and enter exceptions.
Perform research for management.
Perform TeleNurse Intake duties when necessary, such as identifying patients requesting TeleNurse services, locating the correct patient in EHR and Triage system and verifying patient information, and updating any changes / registering new patients in EHR.
Route emergency calls to the office nurse / TeleNurse in accordance to the emergency procedure.
Adhere to patient service standards.
Maintain a positive attitude and professional behavior in working to achieve departmental goals.
Responsible for continuing education and adhering to appropriate workflow processes.
Report any work flow problems / complaints to the Manager.
Comply with the Springfield Clinic incident reporting policy and procedures.
Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
Perform other job duties as assigned.
Education / Experience
High School graduate or GED required.
Minimum of one (1) year of medical office and / or phone experience preferred.
Knowledge, Skills and Abilities
Proficient and accurate typing skills required.
Knowledge of medical terminology is preferred.
Deductive reasoning.
Ability to work under pressure with accuracy.
Excellent attendance in previous work environment.
Demonstrates intermediate computer skills and knowledge of computer software programs.
Effective verbal, written and interpersonal communication skills.
Working Environment
Office type environment requiring extended periods of sitting.
PHI / Privacy Level
HIPAA1
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