Patient Access Representative - Planned Parenthood of Greater Texas

This position performs a variety of services related to Call Center (Contact Center) administration in a family planning, sexual and reproductive health healthcare environment with a focus on patient care, primarily answering phone calls and online requests to make appointments, addressing questions, and offering service referrals as needed. Also responsible for patient data input, providing general health and contraceptive information, and other clerical functions. With a focus on patient care, this position also prepares “Good Faith Estimates” to uninsured or self-pay patients and is responsible for patient data input and other clerical functions. Creates a positive first impression with callers by providing professional, efficient and caring service. 

• Answers high volume of calls and schedules appointments in appointment database system.
• Processes on-line appointment requests and schedules appointments in database system.
• Triages calls to a Clinician as needed.
• Provides information about all services offered at Planned Parenthood of Greater Texas (PPGT).
• Provides directions to the health center, hours of operation, services offered, prices and referrals to outside providers for services not offered.
• Receives, manages and directs calls from patients for all agency reproductive healthcare services and programs in accordance with call management protocols including but not limited to:
  • Completes full registration for all new patients and insurance verifications if applicable.
  • Reviews and updates patient demographics, eligibility, authorization, and appointment time and location.
  • Routes calls to appropriate department or health center for assistance as appropriate.
  • Provides assistance to patients regarding appointment time, directions, health center hours, etc.
  • Places reminder phone calls for scheduled appointments.

• Creates and provides accurate financial quotes and estimates to patients through the designated Electronic Health Record (EHR) system.
• Reviews patients’ financial status information in the EHR system and confirms fee information.
• Maintains a sensitive and warm demeanor with callers.
• Responds, screens and forwards non-patient calls to the appropriate departments.
• Notifies appropriate personnel when issues or problems arise per PPGT protocols.
• Supports the team and organizational decisions, displays a positive attitude and professional demeanor.
• Maintains patient confidentiality and follows all policy and privacy requirements as required to ensure that patient records are secure.
• Ensures achievement of agency goals, vision and mission. 
• Other related duties as assigned.

H/S Diploma or equivalent + 6 months of experience in any of the following: call center, medical billing, medical front office, or medical assistant. Experience scheduling patients using an automated patient management system in a healthcare environment desired.