Client Access Representative - Bilingual (75595)

At CrescentCare, we bring caregivers and the community together as partners in health and wellness for all. Our experience builds on more than 40 years of impact through our founding organization, NO/AIDS Task Force. In 2014, we became a Federally Qualified Health Center to offer an expanded range of health and wellness services for anyone and everyone who is seeking healthcare services in Greater New Orleans and Southeastern Louisiana.

Our Mission

Strengthening our entire community through whole-person healthcare and education.

Position Summary

Responsible for creating, modifying, and rescheduling patient appointments for all CrescentCare locations.  Responsible for the provision of clinical front office support.  Responsibilities include Retention, Telephone Encounters, Document Management and Scheduling.  Assists with programmatic data entry.  Provides excellent customer services to all visitors.

Key Duties and Responsibilities 

• Answer telephones promptly and in a polite and professional manner.

• Obtain and enter accurate demographic information into electronic health record.  Ensures up to date patient information and data in practice management system(s) when updating or inputting information during client contact.

• Schedule appointments properly and inform patient of items to bring to appointment.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Act as a liaison for the patients of the clinic.
• Direct calls to other departments as necessary either directly or by telephone encounters.
• Use sound judgment when handling calls, especially with irate patients.
• Understand when to escalate calls to medical personnel/physicians/supervisor and/or managers.
• Ensure that work assignments and information gathered from day to day work is not shared with anyone and protects all patient and agency information.  Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality.

• Provide excellent customer service in a diplomatic and compassionate manner when engaging in face-to-face, phone, and electronic contact with patients and all customers of CrescentCare.
• Assures all attempts are made to coordinate patient appointments and care with providers, case managers, counselors, social service specialists, and diagnostic tests when applicable.

• Schedules and maintains appointments for assigned providers at each facility including handling of cancellations and rescheduling.  Also responsible for handling assigned retention programs.

• Works with immediate supervisor to obtain objective information regarding customer complaints, which includes: assessing the elements surrounding a client complaint; selecting and explaining the best solution to solve the problem; and expediting correction or adjustment.

• Screen patients for Medicaid/Medicare eligibility and refers to Eligibility Specialists as needed when scheduling and adding new patients to Electronic Health Record system..

• Performs data entry consistently with minimal errors into the appropriate data management systems.

• Works with Eligibility Specialists to ensure Client Eligibility Recertification Verification forms are completed and scanned appropriately for all Ryan White patients. 
• Obtains Health Insurance information and documents appropriately in the account section of Electronic Health Record.

• Responds to community member/clients’ questions regarding services available in a professional manner.  Stays informed of upcoming agency events as necessary to be able to answer general questions.
• Responsible for document handling for records that come in from other agencies through our automated fax system.  This will entail assigning to appropriate provider for review and also assigned to client’s electronic health record attachments and labeling properly.

• Participates in staff meetings, trainings, and other CrescentCare activities as delegated by the Patient Access Manager according to Crescentcare policies and procedures.
• Positively contribute to staff morale and agency culture.
• Other duties as assigned.

Qualifications

• Minimum education requirement:  High School diploma or equivalent required; Associates Degree preferred (Bachelor’s Degree can substitute for two year’s experience).
• 2-3 years’ experience in customer service highly desirable.
• 1- 2 years’ experience in the medical field or prior call center experience preferred
• Ability to speak, read, and write fluently in both Spanish and English is required

We believe the investment we make in our employees is among the most important. Our compensation package includes:

• Comprehensive medical and prescription drug coverage options
• Health Savings Account (HSA)
• Employer-paid Dental
• Employer-paid life insurance & AD&D
• Employer-paid Wellness Program
• Employer-paid Employee Assistance Program
• Employer-sponsored vision insurance
• Employer-sponsored short-term disability insurance
• Vacation time (accrue 10 days in first 12 months) 
• Sick time (accrue 8 days in first 12 months)
• Eleven (11) paid holidays
• 401(k) retirement plan with employer match beginning in employee’s second year