STATEMENT OF PURPOSE: The Patient Access Representative is responsible for professionally answering phone calls from patients interested in scheduling an appointment with a physician, scheduling a medical test, or answering general questions related to the health systems services. The Patient Access Representative is also responsible for patient education with regard to available online services. Patient Access Representatives are expected to use online knowledge management tools (including EPIC) as resources to assist with patient calls and issue resolution. This is a call center environment and work hours may vary.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
Respond to telephone inquiries from patients with sensitivity and professionalism;
Listen without interruption to fully understand the needs of the patient;
Use service recovery behaviors: offer appropriate apologies, explanations and resolutions.
Maintain a current understanding of scheduling guidelines and registration procedures for use during patient calls;
Appropriately document phone inquiries;
Update patient demographic and insurance information with a high level of accuracy;
Maintain up-to-date knowledge of the health systems policies and procedures and use this knowledge when appropriate;
Adhere to the HIPAA (Privacy Act) as it relates to the confidentiality of information released
Perform other duties as assigned by Supervisor.
QUALIFICATIONS:
High School diploma or equivalent required, Associates or Bachelors degree preferred;
1 year of Healthcare and/or contact center experience preferred;
Must be able to speak clearly and professionally, English required;
Able to work with a database and navigate through a Windows environment required, e.g., logon/logoff, cut/copy/paste, minimize/maximize;
Knowledgeable of Microsoft outlook and Instant messaging;
Must be able to type a minimum of 35 words per minute with 90% or greater accuracy;
Ability to effectively work within established contractual turnaround times;
Demonstrated excellent interpersonal, communication, and multi-tasking skills;
Proven ability to work as a member of a team;
Ability to complete periodic program update training and successfully implement that knowledge in day to day operations;
Experience with Epic Software preferred
Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.
Employee Benefits
BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:
10 days paid vacation
12 paid holidays
6 sick days accrued over the year
Insurance Eligibility the 1st of the month after 30 days of employment
Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered
Short/long term disability
Life insurance 2x salary
Employee recognition events
Company matched 401(k) plan
The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.
