Description

SCOPE OF ROLE

Reporting to the Manager, Patient Access & Referrals, the Patient Access & Referral Representative delivers an exceptional patient experience. The Patient Access & Referral Representative supports patients throughout the registration and scheduling process by managing inbound and outbound communications, coordinating transportation for appointments, and managing referrals. The Patient Access & Referral Representative regularly engages with potential and current patients to ensure timely access to care.

HOW YOU'LL SUCCEED

• Provide timely outreach and respond to inbound communications via phone, email, fax, and other electronic methods
• Accurately schedule appointments and support patient engagement in medical and behavioral health services through outbound calls and electronic communications.
• Initiate and monitor third-party ride transactions, schedule patient transportation, and address related inquiries
• Ensure all patient registration items and required data are captured accurately in the electronic health record (EHR
• Monitor and respond to patient and potential patient inquiries through MyChart, the Signature Health website, and other communication channels.
• Verify patient insurance coverage and communicate financial responsibility for referred services
• Manage internal and external referral processes throughout the referral lifecycle
• Maintain patient confidentiality and adhere to HIPAA regulations at all times.
• Meet or exceed productivity expectations for calls, chats, and referral closures to ensure timely scheduling and service delivery.
• Be a strong team member by consistently demonstrating dependability, patience, kind and professional communication, and willingness to assist colleagues.
• Other duties as assigned.

Requirements

KNOWLEDGE & EXPERIENCE

• High School Diploma or equivalent required.
• 1 year office, customer service, or related experience required. Medical office experience preferred.
• Previous experience in healthcare with referrals preferred.
• Experience working with an EHR system preferred; EPIC experience desired.
• Knowledge of insurance, specifically Medicare, Medicare Advantage, and Medicaid preferred.
• Verbal and written fluency in Spanish and English preferred.

WORKING CONDITIONS

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Requires periods of sitting, standing, telephone, and computer work.
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Possible exposure to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice.

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved. Signature Health is a drug-free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre-employment drug screen.