Job Description

Job Title:                       Patient Access Liaison Float

Reports To:                   Patient Access Manager

Job Summary:                     Increase Patient Portal utilization and registration in clinics and from office.


Essential Job Duties and Responsibilities:

The job duties and responsibilities listed below are representative of the knowledge, skill, and/or ability required.  Other duties that fall within the broad scope of this classification may be assigned.

  • Proactive promotion for CCHCI Patient Portal in clinical setting, reaching out to patients offering registration and demonstration on benefits it offers to users, as well as services offered in CCHCI.
  • Required to travel to different CCHCI sites.
  • Contact patients that require aid in activating and using Patient Portal to communicate with CCHCI.
  • Troubleshoots Patient Portal issues with patients.
  • Answers phone calls expediently and refers inquiries to the appropriate parties as needed.
  • Reports to supervisor any non-compliance situations in the use Patient Portal reported thru patient communication.
  • Submits incident reports thru incident tracker for any patient complaint.
  • Schedules and confirms patient appointments over the phone.
  • Explains health center procedures to patients.
  • Understands and verifies medical insurance coverage and eligibility and expires any insurances that are not active.
  • Understands and verifies dental insurance coverage and eligibility, deductible, and maximum coverage.
  • Informs patients of account balances and correct billing amounts.
  • Notifies patients of insurance co-pays.
  • Verifies patient demographic information.
  • Ensures accuracy of information in telephone messages and deciphers the correct amount to charge self-pay or sliding fee schedule patients.
  • Provides referral status information to patients.
  • Working assigned weekends is required.


Minimum Qualifications - Education, Experience, Certificates & Licenses:

  • High School Diploma or GED.
  • At least six months of experience in a medical setting providing office support preferred.
  • Any combination of experience that provides the necessary combination of skills and sensitivity.
  • Valid Fingerprint Clearance Card.


Required Language Skills:

  • Ability to comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
  • Bilingual in English and Spanish required based on current staffing patterns, patient population, and/or duty assignment.


Physical Requirements:

  • Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
  • Ability to continuously remain in a stationary position.
  • Ability to occasionally move about inside the workplace to access files, office machinery, etc.
  • Possesses hand-eye coordination and manual dexterity necessary to constantly operate computer, telephone, and other office machinery.
  • Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
  • Ability to discern the nature of sounds at a normal spoken volume.


Other Required Knowledge, Skills, and Abilities:

  • Ability to comfortably approach and engage conversation with patients in a very friendly manner.
  • Ability to add, subtract, multiply and divide in all measure, using whole numbers, common fractions, and decimals.
  • Ability to gather data in an organized fashion from varied sources.
  • Ability to take direction and perform assignments accordingly.
  • Knowledge of prepaid health plans preferred.
  • Knowledge of HIPAA and Corporate Compliance rules and regulations.
  • Computer literacy required.
  • Ability to provide excellent customer service by mail, telephone, and in-person.
  • Ability to prioritize and plan work activities, use time efficiently and develop realistic action plans.
  • Ability to display a positive attitude towards patients, providers, supervisors, and other staff.


Work Environment & Conditions:

  • Work environment is typical of a health clinic setting with occasional exposure to communicable diseases, bodily fluids, and hazardous chemicals.
  • Work requires reliable transportation as position requires occasional travel and extended hours to include early mornings, evenings, holidays, and weekends.
  • If hired for a float position, position requires frequent travel to any health center as needed.