At ScionHealth, we empower our caregivers to do what they do best. We value every voice by caring deeply for every patient and each other. We show courage by running toward the challenge and we lean into new ideas by embracing curiosity and question asking. Together, we create our culture by living our values in our day-to-day interactions with our patients and teammates.

Job Summary

The Patient Access Call Center Representative is responsible for scheduling and coordinating patient appointments, verifying insurance, providing patient information, and assisting with pre-registration processes. This role ensures efficient communication between patients, providers, and ancillary departments to facilitate patient access and optimize patient experience in the hospital setting.

Essential Functions

• Answers inbound calls, schedules patient appointments, and provides accurate information regarding hospital services.
• Verifies and updates patient information, including insurance and demographic data.
• Coordinates appointment scheduling for ancillary departments and specialty physicians.
• Assists with pre-registration processes and provides instructions for testing and procedures.
• Communicates appointment information, test preparation details, and patient financial responsibilities.
• Utilizes electronic medical record (EMR) systems to maintain patient data accurately.
• Assists in verifying insurance coverage and coordinating pre-certifications or authorizations.
• Resolves patient inquiries and escalates complex issues to the Supervisor as needed.
• Maintains patient confidentiality and adheres to HIPAA regulations at all times.

Knowledge/Skills/Abilities/Expectations

• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Proficient in Microsoft Office and scheduling software.
• Demonstrates attention to detail and accuracy in data entry.
• Ability to handle high call volumes in a fast-paced environment.
• Exceptional customer service and conflict resolution skills.

Education

• High School Diploma or GED required.
• Associate's degree in a related field preferred.

Licenses/Certifications

• None

Experience

• Minimum of 1 year of experience in a call center, registration, or healthcare setting preferred.
• Knowledge of medical terminology and patient scheduling systems is beneficial.