Patient Access Clerk Southwest Facility

The Patient Access Clerk position is the first point of contact over the phone and/or in-person for our patients, physicians, patient family members, hospital, and vendors by offering customer service, communications and appropriate distribution of phone calls and messages. Every day you will interact with patients facilitating check-in/out, collecting data and payments, validating insurance, scheduling appointments, and processing new patient referrals and authorizations. The Patient Access Clerk may also perform a variety of other duties including but not limited to verification of health plan eligibility, taking complete and accurate messages, and scheduling mutually acceptable appointments utilizing an electronic practice management system. The Patient Access Clerk may also be asked to perform other clerical duties as needed and requested to support daily clinic operation goals, benchmarks and quality patient care initiatives per clinic guidelines. This position may have access to third party credit card information and transactional systems (point of sale devices, applications supporting credit card transactions and reports or other documents containing credit card information) from single transactions or a single card at a time. Dignity Health is committed to excellent patient care and service. To be successful, you will demonstrate critical thinking, strong customer service, and knowledge of insurance, billing, and medical terminology, ensuring a seamless, high-quality patient intake experience. We strive to develop cohesive teams where all levels of employees can work together.

• Provides Excellent Customer Service
  
  
  
  
  • Consistently demonstrates customer service expectations. Consistently makes eye contact and smiles. Demonstrates active listening with a positive can-do attitude. Consistently respectful, concerned, and shows empathy. Uses scripted greetings. "Thank you for choosing (Clinic), this is (your name), how can I help you?" Uses scripted closing at every interaction. "Is there anything else I can do for you?" Over the phone, and as patients leave the clinic. Consistently and proactively greets patients. Engages in professional business-related conversations in patient areas and avoids personal conversations that patients may overhear. Consistently states first name and wears name badge above the waist. Keeps patients informed about appointment delays and offers solutions every 10 minutes.
• Demonstrates Technical Competence
  
  
  
  
  • Consistently demonstrates competence as outlined in the job description. Consistently meets or exceeds telephone performance expectations by answering within 3 rings and keeping abandonment rates below 5%. Verifies and updates patient demographics and insurance information. Takes legible, clear, complete, and accurate messages per the specific expectations outlined in applicable procedures and by the department Supervisor and/or Manager. Accurately and timely schedule appointments/procedures per patient expectations and as outlined by the clinic Supervisor and/or Manager. Accurately completes and documents required forms. Retrieves and prepares patient medical information as needed. Routes, manages, prioritizes, and completes tasks every hour or per specific expectations as outlined by the clinic Supervisor and/or Manager. Routes appropriate tasks to the appropriate individual or group, per specific expectations as outlined by the clinic Supervisor and/or Manager. Accurate collection/data entry of payments and provides a receipt. Follows all cashiering, batching, and end-of-day balancing procedures. Enters referrals and authorizations within 24-48 hours of receipt. Follows up every day on all active and pending referrals and authorizations. Keep patients informed of the status of their referral or authorization. Responsible for the pre-registration process and patient preparation.
• Acts with a Sense of Urgency
  
  
  
  
  • Self-initiative to identify opportunities and participate in improving physician efficiencies. Proactively involves others as appropriate in planning and prioritizing work. Quickly seeks assistance from leadership when unsure of what to do, how to handle a situation, or how to accomplish something. Consistently keeps self-informed and prepared for any situation. Quickly returns calls and responds to requests. When issues arise, they are addressed on the spot as soon as possible, or the Supervisor and/or Manager is notified.
• Pro-Actively Contributes to Organizational Excellence
  
  
  
  
  • Participates in and supports team and clinic-based meetings and projects. Problem solves to maximize opportunities and minimize unnecessary steps. Prioritizes and organizes time effectively to ensure efficient operations. Demonstrates the ability to be flexible and offers to assist co-workers to promote effective workflow. Keeps workspaces and all patient areas clean and clutter-free. Maintains professional appearance and follows all dress code guidelines. Initiates ways to increase Physician productivity.
• Work Queue Management
  
  
  
  
  • Handles assignment and routing of incoming messages received via telephone, electronic medical record, fax or patient portal; promptly indexes incoming scanned documents with high degree of efficiency and accuracy.
• Maintain communication with referring offices and patients to ensure quality patient care
  
  
  
  
  • Responsible for maintaining a follow-up log with referring physician offices to ensure the timeliness of subsequent testing/evaluations as appropriate. Responsible for making sure the Radiologist is notified of pending mammograms that have not been dictated

Required

• High School Graduate or at least 1 years of experience in an outpatient clinic/office setting as a medical receptionist and/or medical office representative and/or scheduler is required, upon hire or
• High School GED or at least 1 years of experience in an outpatient clinic/office setting as a medical receptionist and/or medical office representative and/or scheduler is required, upon hire

Founded in 1910, Dignity Health - Mercy Hospital is a 229-bed, acute care, nonprofit hospital located in Bakersfield, California. Serving nearly 90,000 patients annually, the hospital offers a full complement of services including Level II NICU, cancer care, women’s health, and orthopedics. Additionally, Mercy Hospital Downtown & Mercy Hospital Southwest have been recognized as an LGBTQ+ Healthcare Equality High Performer by the Human Rights Campaign Foundation. They are both Joint Commission-certified Primary Stroke Centers. Mercy Hospital Downtown offers the only inpatient Oncology Unit in Bakersfield while Mercy Hospital Southwest has the only Obstetric Emergency Department in Bakersfield.

One Community. One Mission. One California 

Depending on the position offered, CommonSpirit Health offers a generous benefit package, including but not limited to medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible team members may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings, as may be amended from time to time. For more information, please visit our Total Rewards

Unless directed by a Collective Bargaining Agreement, applications for this position will be considered on a rolling basis. CommonSpirit Health cannot anticipate the date by which a successful candidate may be identified.