Patient Access Specialist II- Practice Operations- Remote Opportunity

Responds to a high volume of appointment requests, including telephone calls, emails, work queues and other electronic messages, for scheduling of appropriate medical exams, procedures, and tests with and without demographic collection and insurance registration.

ESSENTIAL FUNCTIONS

• Answers and triages incoming calls and requests in a prompt, professional, and polite manner; demonstrating knowledge of FPI and its practices, including payer contracts, policies, best practices, and escalation paths.
• Completes scheduling from work queues to fulfill requests from internal and external/referring providers, including but not limited to referring requests to schedule, bumped appointments, reschedules from reminder cancellations, direct/open scheduling requests, no-show reschedules, and wait list scheduling.
• Schedules patient appointments and reminds patients of necessary items to bring including their referral and medications. Demonstrates knowledge of provider scheduling protocols, and template guardrails, and communicates patient instructions as part of practice pre-visit activities, including insurance requirements and what to bring to the appointment.
• Documents complete and clear messages and distributes messages regarding clinical questions and escalation messages promptly and appropriately to ensure technicians, nurses, nurse practitioners, and physicians have appropriate information for response.
• Handles inquiries about insurances accepted, office hours, services, locations, exam fees, doctor information, etc.
• Accepts, documents, and schedules appointments based on referrals from social workers, discharge planners, physicians, and physicians' offices. Documents referral information (payer, date, reason for visit, other insurance information) in the appropriate system for verification and follow-up.

EDUCATION and/or EXPERIENCE

• High school diploma or general education degree (GED) preferred

• Entry level computer and data entry skills (specific programs as deemed by department).

• Minimum of 2 years of experience in customer service, patient access, healthcare administration, or a related service-oriented role; experience in a healthcare setting preferred

• Strong customer service and phone etiquette skills.

• Demonstrated ability to handle complex customer interactions and resolve concerns independently

• Excellent verbal and written communication skills

• Ability to demonstrate empathy, professionalism, patience, and active listening

• Proven ability to manage competing priorities while maintaining accuracy and service excellence

• Strong critical thinking and problem-solving skills

• Experience navigating multiple computer applications and systems simultaneously

• Ability to learn new systems, workflows, and processes

• Experience managing multiple priorities in a fast-paced environment preferred

• Knowledge of medical scheduling, registration, insurance verification, or prior authorization processes

• Experience mentoring or supporting new team members

For this position, we will consider residents of the states below:

Alabama

Delaware

Florida

Georgia

Maryland

Pennsylvania

Tennessee

Texas

Total Rewards

The referenced base salary range represents the low and high end of University of Maryland's Faculty Physician's Inc. salary range for this position. Some candidates will not be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidates geographic location, skills, work experience, market conditions, internal equity, responsibility factor and span of control, education/training and other qualifications. University of Maryland Faculty Physician's Inc. offers a total rewards package that supports our employees health, life, career and retirement. More information can be found here: https://www.umfpi.org/jobs/summary-employee-benefits.