Aquent’s healthcare client is looking to add a Patient Access Specialist to their evolving team. This person will handle a high-volume of inbound calls, outbound calls, faxes and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple departments/clinics. The Access Operations Contact Center is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquires.

What you will do:

• Responds to a high-volume of incoming and outgoing telephone calls and faxed referral
• Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients.
• Facilitates communication between the patient and the physician or clinic
• Delivers expert knowledge regarding clinic-specific processes
• Accurately documents and routes calls to the proper department
• Identifies urgent customer needs or operational issues, and escalates appropriately
• Works with care teams, patients, and outside facilities to obtain necessary information required for care.
• Communicates with the care team and support staff on various patient issues.
• Obtains and updates insurance information.
• Meets all regulatory and compliance standards
• Delivers high-level of customer service
• Follows documented protocols and guidelines
• Meets and exceeds departmental quality assurance standards
• Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding services
• Uses functionality of the telephone system as required
• Other departmental duties as assigned

Education Qualifications:

• High School Diploma or GED High school diploma or GED equivalent.

Required Knowledge, Skills and Abilities:

• Type 40 words per minute
• Excellent customer service skills
• Knowledge of medical terminology
• Demonstrated knowledge of proper English grammar in speaking and writing
• Effectively listen to resolve patient’s/customers inquiries
• Maintain respect and composure in stressful situations
• Navigate complex software tools and accurately input data
• Effectively document caller notes into the medical record
• Ability to adjust communication to fit the needs and level of understanding of the receiver
• Ability to apply business logic to resolve patient/customer issues while managing multiple priorities.
• Working knowledge of EPIC or other patient/customer database

The target hiring compensation range for this role is $34.22 to $38.03 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

Our healthcare client is renowned and has received several awards, including the Vizient Quality Leadership Award 2021 Winner. It is also Ranked Among the Top Ten Hospitals in the Nation By U.S. News & World Report.

Our Client is creating new delivery models and leveraging advanced resources to ensure seamless continuity of care for every patient.  At the center of their health system will be the most advanced hospital services in the world. Their new bold vision for compassionate, coordinated, leading-edge care - personalized for the unique needs of every patient - is a reality for more people than ever before.