Patient Access Representative II

Overview

The Patient Access Representative II (PAR II) is responsible for successful scheduling and both internal and external customer experience for all supported Forefront Dermatology clinics. This position will actively manage schedules to ensure maximum productivity and accuracy. PAR II will be responsible for turnaround times for outbound tasks related to patient access patient and clinician needs along with overall elite service to overall timely patient access.

This position may be assigned ownership of special projects which may include but not limited to team assignments, front line staff communication/support and other related duties as assigned.

Responsibilities

Overall Functions:

1. Schedule and coordinate patient appointments following company protocols, procedures and provider schedule templates when applicable.
2. Follow Quality procedures including schedule accuracy, documentation and quality assurance program guides.
3. Meet department KPI metrics (including but not limited to quality, average handle time, average speed of answer, unavailable time, abandonment percentages, scheduled appointments and turnaround times)
4. Responsible for turnaround time for outbound tasks including but not limited to consult/referrals.
5. Collaboration with Patient Access Leadership for professional development and skillsets.
6. Ensure high levels of customer service are provided by patient access staff to patients and co-workers, including de-escalation.
7. Work on special projects and perform other related duties as needed

PAR II:

1. Schedule and follow documentation procedures for referral/consult appointments including but not limited to insurance specific needs.
2. Follow clinician preferences and documentation expectations for all incoming phone calls.
3. Follow Forefront Dermatology policies and documentation for medical record requests.
4. Meet or exceed timely patient needs with incoming call volume across all of patient access.

Qualifications

Education

1. High school diploma, GED/HSED, or equivalent.
2. Ongoing professional development annually
3. Experience with dermatology definitions/procedures preferred.

Knowledge, Skills and Abilities

1. 2+ years of recent medical office experience in a similar capacity is preferred.
2. Previous customer service experience is required.
3. Proficient in basic computer functions and ability to learn new software effectively.
4. Ability to act with sense of urgency
5. Previous electronic medical record experience is preferred.
6. Must possess excellent customer service, communication and organizational skills.
7. Demonstrate problem solving skills
8. Ability to operate standard office equipment.
9. Ability to type a minimum of 40 wpm is preferred.
10. Must possess attention to detail.
11. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.
12. Ability to respond positively to constructive criticism and direction from supervisors.
13. Must demonstrate professional appearance and manner at all times.
14. Must display a friendly, cheerful, tactful, and polite demeanor, and must be compassionate and caring in dealing with others.
15. Ability to maintain confidentiality of information.

Physical Demands

1. Ability to communicate in an active multi-office environment.
2. Ability to efficiently operate all job-related office software.
3. Ability to communicate via telephone, email, and other electronic solutions.
4. Ability to sit for large portions of a workday.

Forefront will never request personal information, such as your social security number or banking information, via text or email. In addition, Forefront does not use external messaging applications such as WireApp or Skype to communicate with candidates. If you receive communication or requests of this nature, delete them. Forefront Dermatology is committed to providing equal employment opportunity and maintaining a workplace for employees and applicants that is free from discrimination based upon age, race, religion, color, disability, marital status, sex (including pregnancy), national origin, ancestry, ethnicity, sexual orientation, gender identity or expression, genetic information, veteran or military status, or any other status protected by applicable federal, state, or local law. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, please contact hr@forefrontderm.com to let us know the nature of your request and your contact information.

Education

1. High school diploma, GED/HSED, or equivalent.
2. Ongoing professional development annually
3. Experience with dermatology definitions/procedures preferred.

Knowledge, Skills and Abilities

1. 2+ years of recent medical office experience in a similar capacity is preferred.
2. Previous customer service experience is required.
3. Proficient in basic computer functions and ability to learn new software effectively.
4. Ability to act with sense of urgency
5. Previous electronic medical record experience is preferred.
6. Must possess excellent customer service, communication and organizational skills.
7. Demonstrate problem solving skills
8. Ability to operate standard office equipment.
9. Ability to type a minimum of 40 wpm is preferred.
10. Must possess attention to detail.
11. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.
12. Ability to respond positively to constructive criticism and direction from supervisors.
13. Must demonstrate professional appearance and manner at all times.
14. Must display a friendly, cheerful, tactful, and polite demeanor, and must be compassionate and caring in dealing with others.
15. Ability to maintain confidentiality of information.

Physical Demands

1. Ability to communicate in an active multi-office environment.
2. Ability to efficiently operate all job-related office software.
3. Ability to communicate via telephone, email, and other electronic solutions.
4. Ability to sit for large portions of a workday.

Overall Functions:

1. Schedule and coordinate patient appointments following company protocols, procedures and provider schedule templates when applicable.
2. Follow Quality procedures including schedule accuracy, documentation and quality assurance program guides.
3. Meet department KPI metrics (including but not limited to quality, average handle time, average speed of answer, unavailable time, abandonment percentages, scheduled appointments and turnaround times)
4. Responsible for turnaround time for outbound tasks including but not limited to consult/referrals.
5. Collaboration with Patient Access Leadership for professional development and skillsets.
6. Ensure high levels of customer service are provided by patient access staff to patients and co-workers, including de-escalation.
7. Work on special projects and perform other related duties as needed

PAR II:

1. Schedule and follow documentation procedures for referral/consult appointments including but not limited to insurance specific needs.
2. Follow clinician preferences and documentation expectations for all incoming phone calls.
3. Follow Forefront Dermatology policies and documentation for medical record requests.
4. Meet or exceed timely patient needs with incoming call volume across all of patient access.