Job Title: Patient Access Representative

*Department: *Health Clinic

*Reports to: *Health Clinic Manager

*Salary Range: *$21.61 to $32.42 hourly

Status: Non-Exempt

*Level: *C41

Opens: September 19, 2024

Closes: October 03, 2024

*SUMMARY: *The Patient Access Representative position serves as a key point of contact for clinic clients. As such, customer service, phone skills, and verbal communication are of utmost importance. This employee will answer the clinic phone, schedule patient appointments, and make patient reminder calls.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide excellent service to patients and fellow employees, and represent LTBB Health Department in a professional, positive manner.
• Recognizes and is sensitive to the cultural dimension inherent in working for LTBB of Odawa Indians. Must be culturally competent and/or willing to learn.
• Abides by HIPAA policies pertaining to protected, personal health information; keeping it in strictest confidence as required by federal law, CFR 42, and Tribal policies and statutes.
• Maintain a professional and courteous demeanor while addressing patient concerns.
• Effectively manage a multi-line phone system in a busy medical office setting.
• Utilize established triage protocols and guidelines to assess the urgency of patient needs, guided by the information provided by patients about signs and symptoms medical history through phone calls.
• Connect patients with other clinical services as required.
• Schedule appointments for patients in alignment with current departmental policies.
• Learn RPMS/EHR medical record system for scheduling and provider notification.
• Check voicemail regularly and return calls in a timely manner.
• Employ active listening skills when gathering accurate and complete information from patients.
• Communicate with provider when encountering complex cases.
• Complete appointment reminder calls/text messages to patients to confirm upcoming appointments.
• Assist with adjusting provider schedules when requested by medical staff or nurse manager.
• Cross trains to other clinic front desk duties to assist as needed to fill in for time off.
• Accurately document all patients' interactions in EHR program.
• May be required to perform miscellaneous job-related duties as assigned.

EDUCATION AND EXPERIENCE: Medical knowledge acquired through one year of college education or equivalent to a minimum of three years of experience working in the medical field required. EMT experience and education preferred. Experience in providing phone triage preferred. Experience working with Tribal community is preferred.

*KNOWLEDGE, SKILLS AND ABILITIES: *Most important skill and ability in this position is the ability to successfully assess and triage patients' conditions and concerns while delivering excellent customer service, which involves verbal and non-verbal communication, tone of voice, and phone skills. Must be able to effectively manage a multi-line phone system. Must be detail oriented and have excellent organizational skills. Must have working knowledge of medical terminology and have strong verbal and written skills. Must have ability to multitasks and complete assignments with minimal supervision. Must have good communication skills and possess computer knowledge. Must abide by HIPPA law and protect personal health information, maintaining confidentiality and security of all medical records. Must be open and willing to learn all aspects of medical office administration. Must be dependable and time conscious. Must be able to work well with others. Ability to tra