Patient Access Representative

UNION HEALTH CENTER (UHC) is seeking Full-Time
PATIENT ACCESS REPRESENTATIVE (Bilingual Spanish / English) to join our Team

UHC’s Background

The Union Health Center (UHC) is an innovative primary and multi-specialty center focused on providing well-coordinated and accessible healthcare. UHC has been providing care to New Yorkers for over one hundred years, founded by the International Ladies' Garment Workers' Union (ILGWU) and the Amalgamated Clothing Workers of America (ACWA). UHC was established to provide affordable and comprehensive healthcare to union members and their families and has been recognized by the National Committee for Quality Assurance (NCQA) as a Patient Centered Medical Home since 2009. The center was built around a team-based model that integrates health coaches and serves a patient population that experiences a heavy burden of chronic disease and varying levels of health literacy. UHC maintains Primary Care PCMH recognition and is certified as an Article 28 facility.

Our Common Purpose

We welcome and care for our patients and each other, by providing the finest medical home for union workers and their families.

Job Title: Patient Access Representative (PAR)

Department: Patient Access Center, Member Services

Reports To: Supervisor, Patient Access Center

FLSA Status: Non-Exempt

Bilingual: ENGLISH / SPANISH

SUMMARY: Under the direction of the Supervisor of the Patient Access Center, the Patient Access Representative (PAR) interacts with patients and other outside callers, as well as UHC Staff and Providers to answer inquiries, schedule and cancel appointments, create referrals, troubleshoot problems, provide information, and evaluate caller’s needs over the phone while keeping patient satisfaction at the core of every decision and behavior. This means having exceptional active listening and verbal communication skills to respond appropriately to a variety of callers with different issues and queries. The working hours are Monday – Friday with rotating shifts between 8am-6pm, subject to change.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. Other duties may be assigned.

• Follows all UHC policies and procedures including appointment scheduling, cancelling appointments, prescription refill requests, referral requests, and documenting and routing phone notes.

• 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).

• Identifies patients’ / callers’ needs, clarifies information, and researches every issue, finding possible solutions.

• Accurately documents patient inquiries and requests including medication refills and referral requests by accessing patient’s Electronic Medical Record (EMR) and using the phone note template.

• Routes patient inquiries and requests to appropriate staff member as per UHC policy and procedure.

• Provides “warm” transfers (ensures transferred call recipient is notified of caller’s name, reason for call, etc.).

• Follows up patient calls when necessary.

• Creates chart for all new patients including insurance carrier and insured ID number.

• Verifies and updates existing patient information in the (EMR) including demographics such as address, phone number, e-mail, and insurance information.

• Verifies insurance eligibility in EMR or insurance website portal prior to scheduling appointments or routing phone notes.

• Schedules appointments with Providers using 360eMedScheduler.

• Checks and responds to patient portal boxes daily as assigned and accurately responds in a timely fashion.

• Accesses external portals to retrieve reports and/or schedule appointments, as required.

• Communicates with patients’ pharmacy to inquire / resolve discrepancies regarding medication refills.

• Opens UHC email and Microsoft Teams daily and responds to emails and messages in a

timely fashion.

• Works closely with all teams and departments in providing services.

• Protects and maintains patient confidentiality during all management of patient information (verbal and written) at all times in accordance with HIPPA regulations.

• Contacts and communicates with Supervisor or Associate Director of Member Services for assistance as needed.

• 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.

• Notifies Supervisor or Associate Director of Member Services of any issues, technical or otherwise, that prevents the fulfillment of duties.

• Attends and participates in staff meetings and training in accordance with department and UHC standards and schedule.

• Assists in referral coordination, as required.

• Assists in patient outreach, as required.

• Performs other duties, as required.