The Patient Access Specialist position is very often the first point of contact with LMHS for information and the scheduling of appointments, and/or recording of patient communication. Therefore, it requires excellent verbal and customer service skills. This role involves taking inbound calls from patients, providers, outpatient facilities and offices. The Patient Access Specialist plays a key role in LMHS success, as his/her immediate interaction with patients, impacts revenue, repeat visits and patient satisfaction. Therefore, the efficiency of getting it right the first time, while giving great customer service is an essential function of this job. The person in this role must be committed to delivering the highest quality service with an exceptional patient experience. The Patient Access Specialist responsibilities include utilizing our practice management system to facilitate access to care through registration, scheduling and recording of patient communications for 300+ providers and/or 1100+ different procedure/appointment types. This person will handle a variety of incoming customer inquiries or requests and will use the appropriate resources to complete accurate responses. In addition to taking inbound calls from patients and offices, this position could require utilizing a work queue to make outbound calls to patients per physician order to schedule their outpatient procedure(s) and/or office visits. The person in this position must be comfortable in a fast paced environment, and possess the ability to prioritize, be extremely detailed, organized, and flexible. In addition, they will exhibit a strong desire and willingness to learn and grow with the department.
JOB REQUIREMENTS: Education: High School or equivalent required. Post high school training or college preferred. Experience: 1 year experience in customer relations role. 1 year healthcare/scheduling experience preferred (Epic experience a plus) Training: On the job training provided License: None required Other: Medical terminology knowledge desired Knowledge and understanding of telephone etiquette including strong listening skills are essential. Excellent customer service, including verbal and written communication skills are required. Must be able to type 30 words per minute. Data entry skills and good computer skills are required including knowledge of Microsoft Office. Ability to speak bilingual is helpful. Job Specifications (Physical & Mental Requirements) External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis. If the requirement is not marked, then it is considered not applicable. General Requirements (has the ability to...) Sit - Continually ( i.e. Daily) Stand - Occasionally (i.e. Monthly) Walk - Continually ( i.e. Daily) Bend - Continually ( i.e. Daily) Crouch - Occasionally (i.e. Monthly) Twist - Occasionally (i.e. Monthly) Maintain Balance - Continually ( i.e. Daily) Reach - Continually ( i.e. Daily) Sensory Requirements (has ability for...) Near Vision - Continually ( i.e. Daily) Color Vision - Continually ( i.e. Daily) Seeing Fine Details - Continually ( i.e. Daily) Hearing Norm Speech - Continually ( i.e. Daily) Telephone use - Continually ( i.e. Daily) Mental & Emotional Requirements (ability to...) Cope with high level of stress - Continually ( i.e. Daily) Make decisions under high pressure - Frequently ( i.e. Weekly) Cope with anger/fear/hostility of others in a calm way - Frequently ( i.e. Weekly) Manage altercations - Frequently ( i.e. Weekly) Concentrate - Continually ( i.e. Daily) Handle a high degree of flexibility - Frequently ( i.e. Weekly) Handle multiple priorities in stressful situation - Frequently ( i.e. Weekly) Work alone - Continually ( i.e. Daily) Demonstrate high degree of patience - Continually ( i.e. Daily) Hand Manipulation (ability with...) Simple Grasping - Continually ( i.e. Daily) Firm Grasping - Continually ( i.e. Daily) Fine Manipulation - Continually ( i.e. Daily) Use of Keyboards - Continually ( i.e. Daily) Required Lifting (ability to lift...) Up to 10 lbs - Continually ( i.e. Daily) 11 to 24 lbs - Occasionally (i.e. Monthly) 25 to 34 lbs - Occasionally (i.e. Monthly) Pushing/Pulling (ability to push and pull...) Up to 10 lbs - Continually ( i.e. Daily)
Lee Health is the leading provider of health care in Southwest Florida and has served the citizens of Lee County and surrounding communities since 1916. Lee Health consists of four acute care hospitals, two specialty hospitals and comprehensive health care services in facilities and office locations throughout Southwest Florida. With more than 1 million patient contacts each year, Lee Health is th...e fourth largest public health system in the United States and one of the largest in Florida. Lee Health is a progressive, financially sound health care provider with over 11,800 employees, 1,300 community physicians and 4,500 volunteers and auxilians.