Summary: The Patient Access Rep/Appointment Specialist works as a member of a care team consisting of, at a minimum, a provider, nurse, check-in/out person and appointment specialist. He/she receives incoming/makes outgoing telephone calls, addresses the needs presented by patients or dispatches the caller to the appropriate staff person. He/she schedules appointments in the computer scheduler, taking into consideration scheduling protocols, provider availability and optimal patient flow. The Appointment Specialist must remain consistently polite, efficient and patient-care centered in all communications with patients and staff. He/she must work closely with the nursing staff to maintain efficient operations with quality patient care as primary consideration. Demonstrates a sincere dedication and loyalty to the mission, vision and core values of BRMC.
Responsibilities:
- Schedule appointments to meet patient needs following scheduling parameters set by the center and the specific provider.
- Assess and address the needs of callers: schedule appointments, take messages/telephone encounters, and promptly dispatch calls to appropriate staff.
- Make calls as needed to schedule/reschedule appointments
- Work closely with nursing staff to triage patient needs and schedule appointments.
- Communicate with no-show patients by phone or by mail as directed by provider and center policy.
- Work closely with front office team members to share information and provide cross-coverage assuring that patient services responsibilities of the care team are carried out correctly and in a timely manner.
- In the event of inclement weather or other threats to the center opening on schedule, the appointment specialist prints and takes home the schedule for the day(s) in question. Should the center not open the appointment specialist calls their assigned provider’s patients to cancel and/or reschedule appointments.
- Play and active role in training new employees who are member of the care team or patient services team.
- Communicate with clarity and courtesy on telephone, in person and in written communication.
- Operate computer database to schedule appointments, look-up patient accounts, and other computer operates as necessary.
- Empanel patients in the electronic medical record system
- Assist coworkers with all front office and scheduling functions.
- Performs other necessary duties as assigned by the Patient Access Supervisor to meet the goal of providing quality health care services.