Patient Access Representative (Core Part Time)

Company: Planned Parenthood League of Massachusetts
Location: Worcester
Posted on: August 5, 2022

Job Description:

Care. No matter what:PPLM has been a leader in promoting sexual health for more than 90 years. We believe that all people deserve the information and expert services to make informed, personal decisions that affect their health, their lives and their futures. We are the state's leading provider of sexual and reproductive health services. We educate families and empower youth to make responsible choices that lead to healthier lives. We advocate for policies that improve sexual health.Our Commitment to Diversity, Equity and Inclusion:PPLM believes sexual health is essential to every person's overall health, well-being and happiness. We recognize that geographical and systemic barriers entrenched in discrimination and stigma prevent people in Massachusetts from having equitable opportunity to choose their own path and access to sexual and reproductive health care. In order to address health equity in communities across Massachusetts in an authentic way, we must start with ourselves. We are taking focused steps to make progress in our own organization. We have embarked on a diversity, equity and inclusion journey that will lead us toward becoming an organization that better reflects our patients and embodies cultural humility. We are wholeheartedly committed to this work.POSITION SUMMARY:The Patient Access Representative serves as the first line of contact between external clients and PPLM. The Patient Access Representative provides excellent customer service and responds to patient needs using good judgement, a caring attitude, and accurate documentation. Patient Access Representatives handle patient check-in, check-out and supply sales at the front desk of PPLM's health centers. Additionally, Patient Access Representative's respond to inquiries from PPLM's external health centers, schedule appointments when indicated, and perform administrative tasks to support PPLM's health centers. Patient Access Representatives communicate information efficiently and effectively with a friendly and accommodating demeanor at all times; handle detailed work with precision and accuracy; and use good judgment in determining how to handle difficult patient interactions (including determining when to escalate problems to management).37.5 hours per week.Compensation: $19/hour.ESSENTIAL RESPONSIBILITIES:Provides front desk coverage (check-in and check-out), including: collecting accurate demographic information, securing insurance information and payment, ensuring accuracy of charges, handling cash in accordance with PPLM policy. Processes refill requests and/or handles sales of contraceptive supplies.Maintains presentation in waiting area and is accessible for patient or escort questions in waiting area.Completes and insures accuracy of batch reconciliation researches and resolves any discrepancies with payment or data accuracy prior to ending shift.Documents in electronic health record in compliance with protocols and procedures.Responds to telephone calls triaged from PPLM's external call center.Provides information about PPLM services, processes refill requests, provides normal lab results, and triages medical questions to licensed staff as appropriate.Communicates with patients through the patient portals and assists patients navigating online services.Performs verification of benefits, verifies accuracy and eligibility of insurance, and other revenue cycle functions as needed.Processes medical record requests.Monitors upcoming appointments to ensure appointments are appropriately scheduled.As needed, makes outgoing contact to patients prior to their appointments to inform them of financial responsibility or request additional information.Assist in onboarding training of new staff through observations, explanation and demonstration of tasks.Assist colleagues in troubleshooting complex or challenging patient interactions, as able. Follow service recovery framework and escalate to managers or clinical staff as appropriate.Creates and sustains a healthy work environment. Respond positively to directives or requests from management team, physicians, clinicians, and nurses to ensure high quality and efficient patient care. Participates in PPLM's efforts to achieve goals for productivity. Supports productivity goals for call handling and health center throughput. Adheres to established policies and procedures necessary to meet regulatory requirements with agencies such as DPH, Title X, OSHA, and PPFAFollows HIPAA guidelines and maintains professional confidentiality of all patient health information.Obeys all PPLM policies, procedures, and protocols.Other tasks and responsibilities as needed.QUALIFICATIONS:1 to 3 years of experienceComputer experience (especially Microsoft Office Suite) requiredPrevious experience working in a health care setting and with electronic health records preferred.Experience in customer service valued.Ability to communicate information efficiently and effectively, maintain pleasant demeanor under pressure, and handle detailed work with precision and accuracy.Commitment to PPLM's mission and values.Demonstrated ability to work with people of different races, ethnicities, sexual and gender identities and expressions, ages, abilities and experiencesCommitment to addressing the impact of racism and other oppressions on sexual healthMust be available to work assigned shifts including mornings, evenings, and weekends (Saturdays)Planned Parenthood League of Massachusetts offers a comprehensive benefit package which includes; health, dental and vision insurance, 11 paid holidays, 403B retirement plan with a 3% employer match, paid parental leave, paid time off, flexible spending accounts and more.Planned Parenthood League of Massachusetts is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

Keywords: Planned Parenthood League of Massachusetts, Worcester , Patient Access Representative (Core Part Time), Other , Worcester, Massachusetts