SUMMARY

The Patient Access Associate creates a positive first impression with patients by providing professional, efficient, and caring service within the Patient Access Center. The Patient Access Associate answers patient questions, provides patient education and counseling, schedules appointments, provides pre-appointment instructions, takes messages for health centers, makes referrals, and screens patients for financial assistance.

ESSENTIAL RESPONSIBILITIES

Patient Access and Scheduling

• Schedule appointments as per protocol for all PPSE health services.

• Provide clients with pre-appointment instructions and refer them to the PPSE website to download appropriate forms.

• Ensure that appointments scheduled coincide with clinic and provider availability.

• Provide patients with education and counseling regarding services and options for care.

• Screen callers for eligibility to receive abortion services per state and federal laws and provide the state-required 24-hour notice (GA) and parental notice information for abortion appointments.

• Determine and discuss any special accommodations needed by the client, including but not limited to an interpreter and an accessible exam table for people with disabilities, etc.

• Assist the client in assessing the need for financial assistance and accessing financial assistance if the patient is eligible.

• Provide information within parameters for department policies and protocols as well as state and federal law.

Call Management

• Ensure sensitivity, professionalism, and quality on all customer calls.

• Manage a high volume of calls and accurately input patient data into the NextGen system.

• Appropriately screen and direct callers requiring immediate medical assistance.

• Maintain a sensitive demeanor with all callers; handle complaints calmly and professionally, and refer unresolved complaints to a supervisor or Health Center Manager, in addition to recording the complaint in the appropriate forms.

• Provide information about all services provided and offer referrals when appropriate

Other Key Responsibilities:

• Exercise sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive issues with patients.

• Assist with the daily collection of required data and calculate statistics as requested.

• Complete documentation for medical records when providing any relevant clinical information.

• Other duties as required

QUALIFICATIONS

• High school diploma. College or other post-secondary education preferred.

• Preferred: 2+ years of healthcare and/or customer service experience

Skills

• Excellent communication and telephone skills

• Proficient skills in the Google and Windows environments, including Microsoft Office and Google Suite.

• Must have some prior knowledge of family planning services and/or reproductive health care.

• Outstanding customer service skills

Physical Demands

• Ability to sit and answer phone calls for extended periods.

Languages Spoken

• English required

Essential Characteristics

• Professional and compassionate demeanor

• Ability to provide/support the provision of objective information to women about all the options available to them (abortion, adoption, or parenting) in the event of an unintended pregnancy