PBFS Lead - Patient Access Specialist

Location

Daytona Beach, FL | United States

Job description

The Patient Access Specialist in Oncology is responsible for performing duties associated with Oncology Scheduling, Infusion Center Scheduling, Phone Screening, Patient Access, Order Transcription, Medical Records, and Intake of New Patients and must have understanding and work closely with registration, insurance, and authorizations and all clinical areas and departments.

The Lead Patient Access Specialist is responsible for all functions and activities of the Patient Access Specialist roles including Medical Records and Scheduling. The Lead will train all new personnel in the front desk or medical records area. The Lead will set the schedule for their designated areas. This position will assist with patient and customer concerns and feedback. The Lead will give input for evaluations of team members in their areas.

The Patient Access Specialist in Oncology is a Medical Records Role. This position must be able to accurately obtain and document lab, pathology, genetics, outside clinical notes and all other information that is necessary for the patient oncology record. Attention to detail and organization is required for this position. This position is responsible for reminder calls and ensuring that all records are imported into the patient chart for all oncology clinic visits and treatment center visits.

The Patient Access Specialist II in Oncology is a Scheduler Role. This position must be able to interact with patients face to face in a busy office setting. This position will answer all phone calls and assist patients with making appointments for all clinic and treatment visits. The Oncology Scheduler must be able to accurately schedule patients in a fast paced environment. The Oncology Scheduler is responsible for ensuring patients are discharged from the each visit with the appropriate labs, referrals, tests and all other procedures ordered by the providers.

The Sr. Patient Access Specialist in Oncology will have mastered competencies in both the Medical Records and Scheduler areas. The senior is able to float between multiple locations and is a role model and trainer for the areas.

Patient Access Specialists MUST interact in a customer-focused and compassionate manner to ensure patients and their representatives’ needs are met. Outstanding customer service and patient experience skills are required.

Minimum Job Qualifications

Education: High school diploma or equivalent required – associate or bachelor’s degree from accredited institution preferred.

Experience:

5 years of related work experience required, preferably in healthcare or customer service environment

utilizing the following skills:

• Effectively communicating with individuals from varying socio-economic backgrounds and obtaining pertinent information
• Ability to effectively manage and motivate co-workers/direct reports and understand all office processes and workflows.
• Ability to effectively operate office equipment (i.e., scanners) and use computer programs such as Microsoft® Word and Excel
• Organizational and time management skills necessary to complete multiple tasks
• Exceptional ability to communicate using customer service techniques

Licensure: None required.

Physical Requirements:

Requires the ability to sit for prolonged periods. Lifting and carrying weights of up to 10 pounds from low to high levels is occasionally required and is an essential function of the position. Grasping and reaching are frequently required handling demands. Occasional walking, bending, kneeling, reaching overhead, and standing are also required. Independent decision-making is required. Mental concentration and working with precise limits of accuracy are important.

Responsibilities and Standards

Job duties and responsibilities may include the following. Other duties may be assigned.

Scheduling Responsibilities

1. Maintains a knowledge of scheduling criteria for all procedures within department.
2. Works at a fast pace and maintains accuracy of details for each procedure scheduled.
3. Schedules patient visits in a timely manner, ensuring that appointments along with all information are complete and accurate. Coordinate appointments as needed with other departments.
4. Answers phone and provides excellent customer service.
5. Checks orders/intakes for completeness and physician’s signature.
6. Works closely with ancillary departments to ensure proper testing is done in accordance with physician orders.
7. Follows through with any problems or questions regarding scheduling in a timely manner, by understanding and using resources available for problem solving.
8. Accurately answers questions by maintaining a good knowledge base and utilizing other resources as needed.
9. Communicates identified problems to appropriate supervisory personnel and participates in corrective action.
10. Ensures and adheres to strict confidentiality when handling patient charts, records, and scheduling information.
11. Attends all in-service programs as required by hospital administration and all departmental meetings and in-services.
12. Utilizes the scheduling system to the fullest potential, using established procedures, and guidelines. Maintains up-to-date knowledge and stays abreast of changes and updates as they occur.

Medical Records Duties:

1. Obtains daily work through systems, work lists and reports.
2. Contacts patients/families/physicians to obtain additional demographic/insurance information if needed.
3. Perform follow-up calls and reminder calls to verify patient appointments and that all follow-up orders have been completed. Documentation of all calls in ARIA.
4. Contacts outside clinical offices and medical facilities to obtain medical record information.
5. Responsible for assisting with registration information/ V Numbers and accurately entering information into ARIA.
6. Thoroughly documents information and all records in all appropriate computer systems.
7. Distributes or scans all labs, pathology, outside records and uploads into the appropriate places in the ARIA record.
8. Directly communicates with physicians and clinical staff regarding patient information necessary for visit.
9. Responsible for sending and obtaining records from outside facilities.

Other Responsibilities

1. Demonstrates compliance with the Statement of Organizational Ethics and all policies related to the organization’s Corporate Compliance Program as evidenced by attendance at applicable educational programs; consistently carrying out job responsibilities ethically and professionally; exhibiting ethical and professional workplace behavior and decision-making; and reporting any infractions using the appropriate chain of command and without fear of retribution.
2. Completes annual learning requirements, reviewing fire safety and Isolation precaution policies, applicable code reviews, disaster plan reviews, policies on handling hazardous and toxic substances, and risk management issues.
3. Demonstrates an interest in patient safety education and participates proactively in identifying problems and incidents in the department and throughout the hospital which place any patient, visitor, or staff member at risk or injury.
4. Modifies work schedule to meet department goals and deadlines.
5. Follows EMTALA, HIPAA, payer, and other regulations and standards.
6. Observes hospital and department guidelines concerning dress and display of name badge, presenting an appearance appropriate to the work environment.
7. Adheres to department customer service standards.
8. Readily identifies work that needs to be performed and completes it without needing to be told.
9. Demonstrates a positive and friendly demeanor even in stressful situations to ensure a positive experience for all customers.
10. Communicates in a respectful, positive way with fellow colleagues. Assists in orienting new colleagues.

Job tags

Salary