Patient Access Coordinator at Health Care District of Palm Beach County

• This position is responsible to provide exceptional customer service while managing high volume inbound and outbound calls. The essential functions include the following:
• To appropriately schedule patient appointment based on the patient's need.
• To utilize the electronic medical record and enter required information such as patient's demographics, insurance information as well as document important notes.
• To identify the eligibility of patient's commercial and state health insurances and determine other financial programs that maybe available to assist patients with their medical care. 
• To understand and communicate the Health Care District discount programs requirements and capture the necessary information. 
• Collaborate with all levels of staff within the Clinics, Revenue Cycle and Finance departments to resolve issues or concerns.
• Timely answer all calls and appropriately respond to inquiries in a professional manner.
• To effectively communicate information in a clear and concise manner.
• Demonstrate the ability to recognize opportunities for improvement with processes and take appropriate action when necessary.
• Maintain and update comprehensive knowledge of medical terminology and pharmacy terminology.

Customer Service Functions

• Document, research and respond to callers inquiries, complaints, concerns, or grievances in a concise and professional manner.
• Research and advise both patients and provider inquiries concerning the status of requested authorizations for services.
• Accurately advise patients and providers of alternative programs for non-covered services or medication.
• Utilize knowledge to properly explain patient's benefits and or financial assistance programs.
• Ability to comprehend patient billing statement and advise patients appropriately.
• Research and respond to fax requests from provider network requesting payment and member eligibility status claim status, eligibility status and within departmental timeframe of one (1) business day.
• Respond to incoming calls and assists patients in a professional and friendly manner while demonstrating superior customer service over the phone.
• Utilize the appropriate protocols to schedule appointments with medical and behavioral health providers.
• Verify and update demographic and insurance data in Electronic Medical Record
• Gather pertinent information and transfer customer calls to appropriate staff.

Scheduling: and Registration Functions

• Responsible for understanding the clinic's scheduling habits and appropriately utilize the correct protocols to schedule the patient appointments.
• Perform a pre-registration process to verify patient demographic, insurance information with referral requirement/authorization, appropriate co-payments and/or designated amount due.
• Access appropriate system to ensure insurance eligibility has been verified.
• Research database for patient duplication, updates records referencing duplication for claims processing.

Billing

• Review and correct any registration errors to generate and submit a clean claim to third party.
• Document, research and respond to callers inquiries, complaints, or concerns regarding their bills.
• Collect necessary requirements to qualify patients for HCD discount programs.
• Collect the patient's financial responsibilities and/or establish payment plans

This job description reflects the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered as a complete description of all the work requirements and expectations that may be inherent in the position. The omission of specific statements of duties does not exclude them from the position. Management of the Health Care District of Palm Beach County reserves the right to assign duties not listed herein as necessary to accomplish the goals of the organization.

Education: 
High School Diploma or a GED required. Associate's Degree is preferred. 

Experience: 
Three (3) years progressively responsible experience in a customer service role preferably within the health care industry. Will consider equivalent combination of education, training, and experience. Bilingual preferred (Spanish/English and/or Creole/English). Experience working in a high-volume call center is preferred.

Certification: 
N/A

Licensure: 
Valid Driver's License required.

Registrations: 
N/A

The Health Care District of Palm Beach County is an independent special taxing district that has served as a healthcare safety net for more than 36 years to fill in gaps in access to healthcare services. This unique healthcare system covers the entire county and provides a wide range of services such as nine community health centers (Federally Qualified Health Centers) which serve everyone regardless of ability to pay; school health teams in 172 public schools; a lifesaving Trauma Hawk aeromedical helicopter program; a rural, public teaching hospital, Lakeside Medical Center; an award-winning skilled nursing center; a ground ambulance program for Health Care District patients needing a higher level of care and the county’s Trauma Agency, which ensures quality outcomes within the county’s trauma system and leads initiatives to prevent traumatic injury.  

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.