Patient Access Specialist

Overview

The Patient Access Specialist is responsible for effectively handling phone calls, including but not limited to new patient registration, scheduling, and relaying patient or third-party requests to center or support teams.  The Patient Access Specialist ensures smooth caller experience by coordinating administrative tasks, verifying information, accurate documentation, following established workflows, and facilitating communication between callers and BrightView center or support teams.  

Responsibilities

• Patient Registration:

• Empathetically collect and verify patient demographic and insurance information.
• Accurately input data into electronic health record (EHR) systems.
• Accurately schedule the initial visit.
• Handle calls efficiently, following established workflows and best practices.

• Scheduling and Appointments:

• Schedule, reschedule, or cancel patient appointments.
• Effectively communicate same-day add-ons, patient or third-party requests with center teams.
• Ensure accurate documentation of every patient-related interaction in the EHR.

• Customer Service:

• Greet and adequately assist patients and other callers.
• Provide clear and accurate information following BrightView guidelines regarding scheduling, medication requests, etc.
• Handle patient inquiries and ensure complaints are appropriately escalated.

• Insurance and Financial Support:

• Facilitate insurance information collection and accurate documentation.
• Support patients with understanding financial obligations and payment options, as appropriate.

• Collaboration and Communication:

• Accurately document and relay patient or third-party needs.
• Coordinate with other departments to resolve issues or expedite services.
• Escalate issues to PAC leadership. 
• Immediately alert PAC leadership of crisis calls for support and appropriate handling of call.

• Compliance:

• Maintain patient confidentiality in compliance with HIPAA and 42 CFR part 2 regulations.
• Follow organizational policies and procedures for patient access and data management.

Qualifications

• Experience
  • Experience in customer service.
  • Strong communication, organizational, and multitasking skills.
  • Attention to detail.
  • Experience in behavioral health or patient access.
  • Proficiency with EHR systems and office software.
  • Familiarity with HIPAA, 42 CFR part 2, and patient privacy regulations.
• Education:
  • High school diploma or equivalent
• Work Environment:
  • Full-time, on-site presence at BrightView’s corporate headquarters in Norwood, OH.
  • May require flexible hours occasionally, excluding weekends and major holidays.  Hours of operation are now 6a-6p EST M-TH, 6a-5p on Friday.  

BENEFITS AND PERKS: 

• PTO (Paid Time Off) 
• Immediately vested and eligible in 401k program with employer match.  
• Company sponsored ongoing training and certification opportunities. 
• Full comprehensive benefits package including medical, dental, vision, short term disability, long term disability and accident insurance. 
• Tuition Reimbursement after 1 year in related field  

We offer competitive compensation, comprehensive benefits, and a supportive work environment dedicated to your professional growth and development. 

Ready to shape our future by bringing in top talent? Apply now and be a key player in our success!