Note: The job is a remote job and is open to candidates in USA. Clinical Health Network for Transformation (CHN) is dedicated to providing high-quality, affordable care and advancing health equity. The Bilingual Patient Access Representative will field inquiries, schedule appointments, and assist patients in navigating their healthcare needs while providing exceptional customer service.
Responsibilities
- Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
- Answer incoming calls professionally and seek to assist the patient however possible
- Maintain a positive, welcoming attitude in all patient interactions
- Offer prompt assistance to patients for a variety of services, including the following: Registering new patients into the EHR system; Booking, canceling, and rescheduling appointments for reproductive healthcare, including abortion services; Inputting and updating insurance information; Relaying patient communications to provider; Providing patients with pre-visit instructions as needed; and Transferring calls to appropriate nurse advice staff when necessary
- Assist patients with identifying a provider and appointment that is appropriate for their care
- Use EHR systems effectively to guide the patient’s care
- Screen patient for financial support using real-time eligibility (RTE), while escalating more complex questions
- Contact patients to notify when visits are canceled or rescheduled
- Inform patients about negative or abnormal STI results (excluding HIV) per strict protocols
- Place the patient first in all interactions, including adhering to all HIPAA guidelines and regulations
- Provide training, support, and mentoring to colleagues
- Work with supervisors to achieve the established performance metric standards
- Use the phone system to track activities
- Participate in ongoing training and quality assurance exercises
- Adhere to all established workflows, scripting, and department greetings
- Meet performance goals for patient experience, quality, productivity and all performance metrics
- Participate in special projects and performs other duties as assigned
- Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
- Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
- Work and build trust across cultural differences
Skills
- High school diploma or equivalent experience
- Secondary Language Proficiency (Spanish)
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Ability to work a flexible work schedule
- English language proficiency
- Demonstrated dedication to Planned Parenthood's mission, vision, and values
- One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer service experience
- Familiarity with call center systems and practices
- Associate degree, or equivalent experience
Benefits
- Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire
- Flexible Spending Accounts and Health Savings Account
- Short-Term Disability and Basic Life & AD&D Insurance provided by CHN
- Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost
- Employee Assistance Program
- Retirement Plan, 3% employer match after one year of service
- Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays
Company Overview
CHN (an ancillary organization of Planned Parenthood) is a managed services organization that will provide an expansive suite of integrated standardized shared services and manage the Clinically Integrated Network (CIN) formed to improve quality care delivery, generate additional revenue, and reduce overall cost. It was founded in 2019, and is headquartered in Miami, Florida, US, with a workforce of 201-500 employees. Its website is https://www.clinicalhealthnetwork.org.
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