Job Summary:
The Patient Access Representative - Centralized Scheduling (Inbound-Outbound) is responsible for scheduling patient appointments and managing provider schedules across medical departments according to established departmental protocols. This position handles incoming and outgoing scheduling calls, assists with PBX overflow, verifies and updates patient information, and provides callers with accurate and professional assistance. The role requires a high degree of accuracy, strong customer service, and effective communication to support patient access, enhance the organization's image, and increase customer satisfaction.
Benefits Offered:
In addition to your base pay, you are also eligible to receive:
- Generous paid time off
- Birthday holiday and 7 paid holidays
- Medical, Dental & Vision coverage
- Company-paid life insurance
- Retirement plan with matching opportunity
Essential Duties and Responsibilities:
- Schedule incoming and outgoing patient appointments using the specific protocols established for each department and provider with a high degree of accuracy.
- Coordinate provider schedule cancellations and reschedule affected patients.
- Verify patient information by telephone, including demographic information, insurance information, payment balances, accepted payment methods, and applicable co-payment requirements.
- Update patient demographic and account information in the electronic medical record (EMR) system with a high degree of accuracy.
- Direct calls received through PBX overflow accurately and appropriately.
- Educate callers regarding available direct telephone numbers for future use.
- Assist callers as needed and transfer calls appropriately in a friendly and informative manner.
- Participate in special projects, in-house meetings, and other duties as assigned.
Minimum Qualifications:
- High school diploma or GED required.
- Minimum of one (1) year of experience working in a customer service-related position, preferably involving direct patient care.
- Experience in a customer service-based center, general customer service, medical registration, or other related field preferred.
- Reliable transportation to travel throughout the service area.
Knowledge, Skills, and Abilities:
- Commitment to providing excellent internal and external customer service.
- Strong attention to detail and ability to follow established processes and procedures from beginning to end.
- Ability to work collaboratively with staff throughout the organization.
- Strong analytical and organizational skills with the ability to balance priorities and make effective decisions.
- Ability to utilize data to support decision-making.
- Excellent verbal communication skills and ability to communicate information clearly and effectively.
- Ability to demonstrate Hamilton Health Center's Workplace Values.
- Ability to maintain strict confidentiality.
- Commitment to incorporating quality assurance and risk management into daily responsibilities.
- Computer proficiency and ability to learn and operate required software programs.
- Ability to maintain a professional appearance and demonstrate a professional attitude.
- Ability to work flexible schedules and maintain punctual attendance.
- Ability to work under pressure, remain calm, prioritize responsibilities, and meet deadlines.
- Ability to work effectively with diverse communities.
- Ability to work as part of an interdependent team.
- Ability to remain open and non-judgmental toward colleagues and customers.
All About Hamilton Health Center:
Hamilton Health Center (Hamilton), established in 1969, is a Federally Qualified Health Center (FQHC) within Harrisburg, PA, and continues to grow using a holistic and comprehensive approach to being patient-centered. The mission of Hamilton is to improve the health of Central Pennsylvania's residents by delivering high-quality, respectful, and patient-centered health and related social services that promote access, treatment, education, and prevention regardless of health, economic, or insurance status. Our vision is that every member of our community, regardless of their ability to pay or their insurance status, receives holistic, quality health care needed to create a healthy community. For over 50 years, we have been true to these words. As part of our team, you will work alongside a dedicated team that cares and values those we serve.
EOE