Introduction

United Family Medicine (UFM) is a Federally-Qualified Health Center in St. Paul, where patients receive community-based Family Practice medical care in addition to mental health, dentistry, social work and other integrated services. When joining UFM, you become part of a diverse, inclusive, and welcoming team who are dedicated to serving our patients and pursuing our mission to deliver excellent healthcare for all and training for the providers of tomorrow.

United Family Medicine is seeking a full-time Patient Access Clinic Specialist to support the Patient Access department by providing an exceptional customer service experience for our patients. This important role is responsible for registering new patients, reviewing records of current patients, verifying insurance, scheduling patients via phone & in-person, greeting & checking in patients and assisting walk-in requests as needed. The Patient Access Clinic Specialist also manages routing calls to appropriate departments and queues and moving patients through a pre-determined schedule of appointments at the clinic.

ESSENTIAL FUNCTIONS:

Administrative Duties:

• Schedule patients via phone or in person by use of Electronic Medical Record system.
• Outbound calls to patients for scheduling or rescheduling needs (In basket, Reschedule Report, cancellation line or provider instruction).
• Insurance verification (both in scheduling & checking in).
• Check in patients, verify and updates demographic/insurance.
• Collect co-pays.
• Connect patients to resources such as social work, mental health, and/or financial assistance programs.
• Monitor the cancellation line & results of appointment reminder outreach to make appropriate changes to provider schedules and in practice management system (EPIC). Communicate cancellations and fails to the appropriate team.
• Take accurate, legible messages and forward to the appropriate team, as needed. Forward all symptom-based calls to the triage nurse or team lead.
• Act as a resource and a liaison between the front desk and the provider teams to assist with problems that arise. Initiate communication with other teams/departments to resolve issues.
• Assist in Information Desk and Operator coverage (directing in-person or calls of both patients and non-patient visitors to appropriate location or department, filing/retrieval of items left for pick up, delivery or emergency personnel assistance)
• Maintain work area. Maintain lobby and patient areas in neat and orderly manner.
• Maintain confidentiality of all employees, patients, and other privileged information regarding UFPHC business activities and according to HIPAA standards.

Customer Service:

• Communicate in a manner consistent with positive patient relations. Using kindness and empathy in all patient interactions.

• Demonstrate a welcome environment by smiling and making eye contact (when culturally appropriate) when greeting all patients and family members.
• Provide helpful assistance in anticipating and responding to the needs of all patients and family members.
• Collaborate with customers in planning and decision-making to result in optimal solutions.
• Remain calm under pressure and effectively deal with difficult people.
• Independently recognize, interpret, and evaluate situations and their level of urgency.

Performs other tasks as assigned.

SUPERVISORY RESPONSIBILITIES:

None

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent customer/patient service and verbal communication skills.
• Attention to details and multitasking skills.
• Ability enter data accurately and quickly into computer.
• Ability to read, understand, and follow verbal and written direction.
• Ability to utilize positive customer service skills.
• Problem-solving skills.
• Ability to maintain confidentiality.
• Ability to work independently and as a team.
• Knowledge of regulations and laws regarding appropriate use of patient health information.
• Knowledge of medical terminology.
• Ability to perform the job in accordance with United Family Medicine’s Standards of Business Conduct, which includes compliance, ethics and integrity, confidentiality, protection of assets and avoidance of conflicts of interest and inappropriate business relationships.

EDUCATION/EXPERIENCE:

• High School or G.E.D diploma required.
• 1-2 years’ experience working in a Medical Office is strongly preferred.
• Bilingual/fluent in English and Spanish, Hmong, Somali, Amharic, or Tigrinya preferred.
• Experience working with EPIC system preferred.

• Previous computer/keyboard experience required.
• Some knowledge of medical terminology preferred.
• Experience with insurance and third-party payer information strongly preferred.

CERTIFICATES, LICENSES, REGISTRATIONS:

None

PHYSICAL DEMANDS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

There are many benefits to joining our team but a few of the highlights include:

• Great culture and team atmosphere.
• Paid holidays.
• Generous PTO accrual with immediate access.
• 403 (b) retirement plan with the company match and 100% vested immediately
• Benefits enrollment starts the first of the month after the hire date.
• Health insurance plan options and HSA plans with an employer contribution. Dental, vision, short-term disability, HSA, health care, and dependent care FSA options.
• Employer-sponsored Life w/AD&D and Long term disability.

UFM is an equal opportunity employer.

PHYSICAL DEMANDS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Beginning January 4, 2022, all job offers are conditioned on the candidate being fully vaccinated against COVID-19 with a vaccine authorized for emergency use or FDA-approved. A person is only considered “fully vaccinated” two weeks after receiving a single J&J vaccine or a second Pfizer or Moderna vaccine shot.

In addition, job offers made during flu season are conditioned on the candidate receiving the annual flu vaccination before their start date.

Job Type: Full-time

Pay: $17.00 - $23.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift

COVID-19 considerations:
All employees must be fully vaccinated for COVID-19.

Education:

• High school or equivalent (Required)

Experience:

• insurance and third party payer information: 1 year (Preferred)
• computer/keyboard: 1 year (Required)
• Medical office, clinic or call center: 1 year (Required)
• EPIC system: 1 year (Preferred)

Language:

• Spanish, Hmong, Somali, Amharic or Tigrinya (Preferred)

Work Location: One location

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