Patient Access Specialist - Medical (Bilingual English/Spanish)

Position Summary: The Medical Patient Access Specialist is the welcoming face and the calming voice of our practice/office, serving as the crucial first point of contact for all our patients/clients. In addition to fulfilling administrative duties, the patient access specialist is the bridge that connects our diverse community to the care/services they need. The receptionist will use their natural ability to communicate clearly and empathetically in both Spanish and English to ensure that every individual, regardless of their native language, feels comfortable, understood, and at ease from the moment they step through our doors or call us on the phone.

• Greet all patients and visitors who enter the clinic.
• Display professionalism and use a pleasant voice and friendly manner in the office environment.
• Complete all phases of patient intake, starting patient electronic records, documenting chief complaints, screening financial eligibility, and collecting fees according to the sliding fee scale.
• Accurately input patient data into patient record and update as necessary.
• Update and complete necessary financial information to determine eligibility for the clinic, asking patients for insurance card or proof of income, then verifying with financial screening information.
• Assist patients as necessary to complete forms.
• Schedule patient appointments efficiently to maximize availability and keep schedule running smoothly.
• Accurately complete checkout process. Collect and post payments, making any necessary adjustments in the ledger.
• Answer and direct clinic telephone calls. Respond to messages.
• Document patient concerns, complaints, or requests, and inform the director of any requiring additional attention.
• Help to arrange special services for patient visits, including interpreter services and transportation.
• Work with assistants to address schedule changes.
• Make calls to confirm appointments. Send patients emails and text messages about their appointments as needed.
• Maintain strict adherence to HIPAA.
• Assure that all confidential information is secure, locking computer equipment and logging off telephones at the end of the day and any other time the reception area is vacant.
• Verify daily payment collection at the end of the day, identifying the source of any discrepancies. Inform the director of any need for change.
• Collect all cash, checks and credit card receipts and verify weekly deposit report. Deliver all materials to the director. Inform the director of any discrepancies.
• Assume general clerical duties.
• Restock forms and office supplies as needed throughout the clinic. Inform the director of the need for additional forms and office supplies.
• Post signs on clinic entrance, when needed, regarding clinic closing or changed hours.
• Assist with office equipment maintenance, notifying director of any necessary maintenance.
• Provide patients with information on clinic policies and services. Redirect patients to other resources and agencies as needed.
• Collaborate with staff from other departments as needed.
• Maintain cleanliness of the clinic reception area.
• Translate when necessary.

Qualifications and Education Requirements

• Education - High school diploma
• Experience - Previous employment in an administrative position performing customer service. Previous experience in a clinic setting is preferred, but not required.
• Expertise - Understanding of professional customer service. Training in record maintenance and infection prevention is preferred. Skilled in basic computer operation and programs, and the ability to learn new software.
• Language - Comprehend and use basic language, written and spoken, to professionally communicate information and ideas. Fluency in Spanish is necessary.

Preferred Skills

• Ability to display professionalism in a healthcare setting.
• Ability to work well with a diverse population with varied lifestyles.
• Ability to communicate effectively in English and Spanish with patients, clinic staff, students, volunteers, and director. Ability to communicate business messages effectively.
• Ability to navigate a variety of computer programs and learn new software quickly.

Required Credentials, Certification, Licensure

• Bilingual English/Spanish