The Patient Access Specialist - Telecom is responsible for facilitating patient access services by managing incoming calls, assisting clinic customers at first point of contact and streamlining clinic-wide communications.

Job Relationships
Reports to the Patient Access Supervisor - Telecom

Principal Responsibilities

• Answer all incoming telephone calls to the clinic, identify the need of the caller and route the call to the proper department with efficiency and accuracy.
• Perform overhead paging and maintain open communication between personnel and departments during an emergency or code situation.
• Perform 24-hour answering service to all clinic providers, administration, IT, facilities management and other departments and offices.
• Must demonstrate the ability to change on-call and enter exceptions.
• Perform research for management.
• Perform TeleNurse Intake duties when necessary, such as identifying patients requesting TeleNurse services, locating the correct patient in EHR and Triage system and verifying patient information, and updating any changes/registering new patients in EHR.
• Route emergency calls to the office nurse/TeleNurse in accordance to the emergency procedure.
• Adhere to patient service standards.
• Maintain a positive attitude and professional behavior in working to achieve departmental goals.
• Responsible for continuing education and adhering to appropriate workflow processes.
• Report any work flow problems/complaints to the Manager.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Demonstrate an advanced knowledge of the organization, the locations of departments, satellite locations and hours of operation for 350 + providers.
• Perform other job duties as assigned.

• High School graduate or GED required.
• Minimum of one (1) year of medical office and/or phone experience preferred.

• Proficient and accurate typing skills required.
• Knowledge of medical terminology is preferred.
• Deductive reasoning.
• Ability to work under pressure with accuracy.
• Excellent attendance in previous work environment.
• Demonstrates intermediate computer skills and knowledge of computer software programs.
• Effective verbal, written and interpersonal communication skills.

Working Environment
Office type environment requiring extended periods of sitting.

PHI/Privacy Level
HIPAA1