Patient Access Rep I

About the position

The Patient Access Representative I serves as a crucial link between the organization and its customers or patients. This role is primarily focused on providing product education and addressing a wide range of inquiries to ensure a positive customer service experience. The representative will engage with customers through various channels, including inbound and outbound calls, as well as online interactions, to resolve routine requests related to the company's products and services. In this position, the representative will be responsible for speaking with customers in a courteous, friendly, and professional manner, adhering to established protocol procedures. They will inquire, clarify, and confirm customer requirements, ensuring that customers fully understand the solutions provided. Additionally, the representative will qualify and establish new inbound customers who are requesting the company's products and services, while also providing further education and information as needed. The role requires the representative to work with multiple databases to research complex issues and questions, notify clients of test results promptly and accurately, and review test forms for accuracy, reporting any discrepancies. Administrative support for medical record management, CRM data maintenance, and internal records will also be part of the responsibilities, ensuring compliance with HIPAA regulations. This position is essential in maintaining a high standard of customer service and operational efficiency within the organization.

Responsibilities

• Act as a liaison between the company, the customer base, and patients.
• Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet.
• Speak with customers in a courteous, friendly, and professional manner using protocol procedures.
• Inquire, clarify, and confirm customer requirements and understanding of the solution.
• Provide additional customer education and information as needed.
• Qualify and establish inbound new customers requesting the company's products and services.
• Work in multiple databases to research complex issues and questions.
• Notify clients of test results in a timely and accurate manner.
• Review test forms for accuracy and report any discrepancies.
• Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance.

Requirements

• High school diploma or equivalent experience.
• Previous experience in customer service preferred.
• Bachelor's degree preferred.
• 0-2 years of experience.
• Knowledge of Microsoft Office.
• Strong verbal and written communication skills.
• Courteous with a strong customer service orientation.
• Understanding of medical terminology used in a clinical setting.

Benefits

• ACA compliant health benefits
• Dental insurance
• Vision insurance
• Accident insurance
• Critical illness insurance
• Voluntary life insurance
• Hospital indemnity insurance
• Commuter benefits
• 401K plan with matching
• Referral bonus program
• Unpaid leave
• Paid sick leave when required by law