Patient Access Representative

<div><h3>Job Details</h3><p>Location: NY. Salary Range: $18.00 - $19.00 hourly. Position: Full‑time Patient Access Representative (Bilingual Spanish/English).</p><h3>Responsibilities</h3><ul><li>Follows all UHC policies and procedures including appointment scheduling, cancelling appointments, prescription refill requests, referral requests, and documenting and routing phone notes.</li><li>Has a working knowledge of, and is able to explain, all aspects of the scheduling and phone note workflows, policies and procedures (i.e. sick calls, prescription refill requests, referral requests).</li><li>Identifies patients’/callers’ needs, clarifies information, and researches every issue, finding possible solutions.</li><li>Accurately documents patient inquiries and requests including medication refills and referral requests by accessing the patient’s Electronic Medical Record and using the phone note template.</li><li>Routes patient inquiries and requests to appropriate staff member as per UHC policy and procedure.</li><li>Provides “warm” transfers (ensures transferred call recipient is notified of caller’s name, reason for call, etc.).</li><li>Follows up patient calls when necessary.</li><li>Creates chart for all new patients including insurance carrier and insured ID number.</li><li>Verifies and updates existing patient information in the EMR including demographics such as address, phone number, e‑mail, and insurance information.</li><li>Verifies insurance eligibility in EMR or insurance website portal prior to scheduling appointments or routing phone notes.</li><li>Schedules appointments with providers using 360eMed Scheduler.</li><li>Checks and responds to patient portal boxes daily as assigned and accurately responds in a timely fashion.</li><li>Accesses external portals to retrieve reports and/or schedule appointments, as required.</li><li>Communicates with patient’s pharmacy to inquire or resolve discrepancies regarding medication refills.</li><li>Opens UHC email and Microsoft Teams daily and responds to emails and messages in a timely fashion.</li><li>Works closely with all teams and departments in providing services.</li><li>Protects and maintains patient confidentiality during all management of patient information (verbal and written) at all times in accordance with HIPAA regulations.</li><li>Contacts and communicates with Supervisor or Associate Director of Member Services for assistance as needed.</li><li>Meets performance expectations such as: average daily calls answered, average talk time, average time to answer calls, abandonment rate, and any other phone metric requirements.</li><li>Notifies Supervisor or Associate Director of Member Services of any issues, technical or otherwise, that prevents the fulfillment of duties.</li><li>Attends and participates in staff meetings and training in accordance with department and UHC standards and schedule.</li><li>Assists in referral coordination, as required.</li><li>Assists in patient outreach, as required.</li><li>Performs other duties, as required.</li></ul><h3>Qualifications</h3><ul><li>High school graduate/GED with a minimum of one‑year experience in Customer Service.</li><li>Practices active listening skills.</li><li>Ability to problem solve and work under pressure due to high volume and urgent nature of calls while maintaining a professional and courteous demeanor.</li><li>Possesses strong interpersonal, oral, and written communication skills.</li><li>Ability to communicate and work well with people at all levels: excellent team and people skills.</li><li>Ability to work independently as well as collaboratively in a team environment.</li><li>Ability to multi‑task, set priorities and manage time effectively, including being punctual for the beginning of shift.</li><li>Ability to accept and adapt to changes in procedures, policies, workflows, and/or role functions based on the needs of the Center.</li><li>Basic computer skills including: minimizing, maximizing, moving, resizing and closing windows; toggling between multiple screens and programs; typing text and numbers; creating, editing, and saving documents; composing and sending e‑mails; accessing the internet; bookmarking websites.</li><li>Works toward UHC’s common purpose by practicing and displaying core principles and standards of Excellence, Safety, Compassion, and Teamwork.</li><li>Appearance and presentation according to UHC policy.</li><li>Ability to speak, read, and write in English; speaking Spanish is required.</li></ul><h3>Metrics / Benchmarks</h3><ul><li>Answers approximately 65 calls daily.</li><li>Maintains abandonment rate of less than 4%.</li><li>Average talk time of 4 minutes.</li><li>Average answer time of 50 seconds.</li></ul><h3>Physical Demands</h3><ul><li>Must be able to sit for long periods.</li><li>Must have manual dexterity to work computer systems and keyboard.</li></ul><h3>Work Environment</h3><ul><li>Hybrid position: PARs work remotely and come on‑site as needed, as determined by the Patient Access Supervisor, Associate Director of Member Services, or the Center.</li><li>Must have reliable internet connection and adequate privacy to work within HIPAA guidelines.</li></ul><h3>Benefits</h3><ul><li>Medical, Dental, Vision, Prescription drug coverage.</li><li>Flex Spending, Employee Assistance Program (EAP).</li><li>Retirement and Savings Plans.</li><li>Paid time off (PTO): vacation, sick, personal, and holidays.</li><li>Professional Development – tuition reimbursement, license reimbursement.</li><li>Other miscellaneous reimbursement.</li></ul></div><br /> #J-18808-Ljbffr