Job Description

Job Title:                          Patient Access Liaison

Reports To:                       Call Center Supervisor

Job Summary:                  Guides patients in the use of communication via Patient Portal. Answers telephones for clinics and administrative offices.


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.

  • Contacts 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.
  • Verifies medical insurance coverage and eligibility and expires any insurances that are not active.
  • 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.
  • Takes payments over the phone.
  • Provides referral status information to patients.
  • Working assigned weekends is required.
  • Answers and solves patient requests though live chat feature from call center software.


Minimum Qualifications - Education, Experience, Certificates & Licenses:

  • High School Diploma or GED.
  • Any combination of education and/or experience that provides the necessary combination of skills.
  • Valid Fingerprint Clearance Card.


Preferred Qualifications – Education, Experience, Certifications & Licenses:

  • At least six months of experience in a medical setting providing office support preferred.


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 may be 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 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.
  • Knowledge of Electronic Health Records preferred.
  • 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 an administrative office setting with no substantial exposure to adverse environmental conditions.