Schedule

Full-Time: Monday, Wednesday and Friday 8am-5pm, Tuesday and Thursday 9am-6pm

SUMMARY

The Senior Patient Access Assistant serves as the primary point of contact for Patient Access Assistants, patients, visitors, and outside entities. As the initial face and voice of THRIVE, this position helps set a welcoming, professional tone for every interaction. The Senior Patient Access Assistant provides clerical, administrative, and team support to promote efficient outpatient front desk operations, strengthen patient engagement and support quality care.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leads the patient access team in coordinating and managing daily central intake duties as defined by leadership.
• Train, coach, and support Patient Access Assistants to promote efficient workflows and high-quality patient care.
• Provide corrective guidance to Patient Access Assistants when necessary and escalate concerns appropriately.
• Address face-to-face situations using listening, clear communication and de-escalation skills to resolve concerns and support positive outcomes.
• Work with supervisor to participate in cross training with other staff and departments.
• Provides input to the Patient Access Coordinator regarding staff performance to support annual performance review process.
• Serves as a leader and assists with quality improvement, productivity management, and workflow coordination.
• Leads by example consistently demonstrating professionalism, accuracy, organization, and respectful communication.
• Checking patients in/out, verifying insurance, collecting payments, scheduling, answering phones, and monitoring incoming patients for health screenings as needed.
• Answering phone calls and redirecting the call to the appropriate staff member as necessary.
• Directly and actively engage, coach, motivate and support individuals via initial phone contact or through open access process to improve retention and increase potential to be successful.
• Establish and maintain a professional relationship with individuals seeking services at the agency or current patients receiving agency services in order to facilitate engagement in treatment and improve retention.
• Assist with dispensation lobby, checking in patients, monitoring of lobby, and calling patients back to meet with staff.
• Scheduling appointments for all programs within the outpatient clinic.
• Provide general support and information to visitors.
• Accurately set up and maintain the clinical record to initiate services including demographics, insurance, billing, and basic health information. Completes routine verification of demographics and updates chart accordingly.
• Conduct clerical duties, monitoring department email and fax machines, answering phone calls scanning information into electronic health records, signing visitors in and out of facility, etc.
• Responsible for maintaining a professional environment in waiting areas by recognizing and addressing situations that need one-on-one attention.
• Exercise problem-solving and best practices within provider schedules
• Maintain clinical documentation upholding all 42 CFR/HIPAA regulations and confidentiality protocols to record each interaction with every patient served.
• Attend staff meetings, in-service and conference/trainings as assigned.
• Must maintain a positive and respectful attitude, be able to maintain sharp focus, be extremely organized and do what it takes to assure objectives are met on time.
• Convey information inter/intra agency; communicates with team regarding changes and conflicts.
• Perform other related duties as assigned.

Management has the right to add or change the duties of this position at any time.

SUPERVISORY RESPONSIBILITIES

Directly supervise Patient Access Assistants. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include but are not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Required: An associate’s degree in human services or closely related field or equivalent experience and one (1) year of job-related experience providing medical, mental health, or substance use focused services to individuals with chronic medical conditions and/or severe and persistent mental illness OR two (2) years of medical office experience and one (1) year of leadership experience. 

Preferred: Two (2) years of supervisory experience.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.