StrideCare

Role Description The Patient Access Representative is responsible for managing inbound and outbound calls, coordinating appointment scheduling, and providing detailed information about clinic services. The primary responsibility of this position is to ensure seamless communication between callers and clinic staff. Essential qualities required include but are not limited to strong communication skills, meticulous attention to detail, and the ability to efficiently handle multiple tasks in a dynamic environment. Essential Duties / Responsibilities - Handling incoming calls and providing information - Handle incoming calls from patients, caregivers, and other stakeholders professionally and courteously. - Listen attentively to callers' concerns or inquiries, provide accurate information, and follow established scripts and guidelines. - Assist callers with general inquiries, navigation assistance, and direct them to appropriate resources or departments as needed. - Determine and obtain callers' consent before transferring calls to clinic staff for further assistance, ensuring a smooth transition. - Appointment scheduling and confirmation - Utilize EHR (Electronic Health Record) software to book appointments based on caller preferences and clinic availability, verifying patient information and insurance details as necessary. - Confirm appointment details with callers and provide necessary instructions or reminders. - Information provision and documentation - Provide relevant information to clinic staff for effective continuation of the conversation. - Maintain accurate and detailed records of all interactions with patients and callers. - Document patient inquiries, actions taken, and any follow-up required in the designated system. - Ensure compliance with privacy regulations and organizational policies when handling patient information. - Participate in cross-training programs to develop proficiency across multiple contact center functions. - Assist in the onboarding and training of new contact center team members to ensure a smooth transition and maintain operational standards. - Collaborate with team members across clinics to foster a cohesive and supportive work environment. - Embrace continuous learning and skill development opportunities to enhance overall contact center efficiency. - Other duties as assigned. Qualifications - Previous experience in a call/contact center, customer service, or healthcare setting preferred. - Excellent communication skills, both verbal and written, with a courteous and professional demeanor. - Strong interpersonal skills and the ability to interact effectively with patients, caregivers, and colleagues. - Proficiency in using computer software and navigating electronic systems; experience with appointment scheduling software or electronic health records (EHR) systems is advantageous. - Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment. - Attention to detail and accuracy in documentation and data entry. - Commitment to maintaining patient confidentiality and adhering to privacy regulations. Requirements - Involves sitting for extended periods of time. - Home office setup: Maintain a dedicated workspace conducive to work and free from distractions. - Reliable high-speed internet connection: Capable of supporting voice calls, data entry, and system usage without interruptions. - Workspace security: Maintain a secure and confidential home office environment, adhering to company policies on data security and privacy. Education and Experience - High school diploma - Previous experience in a call/contact center, customer service, or healthcare setting preferred. Company Description StrideCare is an Equal Opportunity Employer and is committed to diversity and inclusion in our workforce. We encourage applications from candidates of all backgrounds and experiences.

Description Job Summary: The Financial Clearance team is responsible for managing all pre-appointment insurance processes including benefits verification, cost estimates, and prior authorizations for multiple specialties in various markets. Supervisory Responsibilities: N/A Essential Duties / Responsibilities: - Verify insurance benefits for all patients and accurately document details in Athena. - Understand insurance criteria and requirements for various treatments. - Review clinical records to confirm that criteria are met for authorization. - Initiate pre-authorization or predetermination requests with insurance companies, submitting all necessary clinical documentation via fax or portal. - Monitor the status of surgical reviews according to established protocols. - Document authorization request determinations following protocol. - Manage patient cases throughout the insurance review and authorization process. - Communicate any adverse determinations to the clinic staff promptly. - Create cost estimates for procedures, including both insurance-approved treatments and self-pay. - Maintain a log of surgical procedures ordered and those under insurance review. - Process incoming and outgoing faxes related to insurance authorizations. - Handle incoming and outgoing calls with patients and insurance representatives regarding surgical authorizations. - Contact patients to schedule procedures, review cost estimates, and provide pre/post-operative instructions for specific surgical procedures. - Communicate with the clinical team regarding questions on benefits, estimates, or authorizations. - Provide support and training assistance to team members when needed. Required Skills / Abilities: - Positive and professional demeanor - Strong conflict resolution and problem-solving skills - Collaborative team player focused on achieving optimal outcomes - Excellent verbal and written communication skills across multiple channels - Thorough understanding of insurance coverage and policy requirements - Self-motivated with the ability to work independently - Flexible and adaptable; able to multitask effectively in a fast-paced environment - Perform well under pressure and manages time efficiently - High attention to detail and accuracy - Reliable and dependable work ethic - Open to feedback and demonstrates growth from constructive input - Proficient in Microsoft Office applications - Maintains strict compliance with HIPAA regulations - Perform other related duties as assigned. Education and Experience: - High School Diploma or GED required - Medical Assistant Certification preferred *StrideCare is an Equal Opportunity Employer and is committed to diversity and inclusion in our workforce. We encourage applications from candidates of all backgrounds and experiences. Requirements - Ability to sit for extended periods while working on a computer. - Manual dexterity to operate standard office equipment, including computers, phones, and fax machines. - Ability to occasionally lift and carry items weighing up to 20 pounds. - Sufficient visual acuity to perform tasks involving computer screens and paper documents. - Ability to move throughout the office to access files, equipment, and other necessary resources. - Home office requirements: Maintain a dedicated workspace that is professional, organized, and free from distractions. - Have a reliable high-speed internet connection capable of supporting voice calls, data entry, and system usage without interruption. - Ensure workspace security and confidentiality, adhering to company policies on data protection and HIPAA privacy standards.