Patient Access Center Lead

Terros Health is pleased to share an exciting and rewarding opportunity for a Patient Access Center Lead working at our Central Avenue location in Phoenix, AZ. Reporting to the Patient Access Center Manager, the ideal individual is flexible, compassionate and professional.

Terros Health is a healthcare organization of caring people, guided by our core values of integrity, compassion and empowerment, with diversity woven throughout. We engage people in whole person health through an integrated care delivery system, thus establishing a medical home for our patients. In caring for the whole person, we focus on overall wellness through physical health, mental health and substance use care. Our mission is to provide extraordinary care by empowered people through exceptional outcomes.

Recently awarded among Arizona’s Most Admired Companies in 2022 by AZ Big Media

This position performs comprehensive oversight to Call Center Staff. Trains new staff to schedule appointments to best meet the needs of consumers; provides excellent customer service; answer patient questions during initial engagement; facilitates expeditious appointments removing barriers when necessary; ensures all clinical, financial and/or insurance and administrative information has been accurately obtained and acted upon; completes all pre-enrollment duties including patient registration, insurance verifications and effective presentation of information; completes reporting requests and other reporting duties as requested. This position reports to the Patient Access Center Manager or Director of Patient Services.

• Perform data entry and appointment confirmation.
• Ensure pertinent clinical, financial and/or insurance and administrative information has been accurately obtained and documented.
• Group life and disability insurance
• Financial well-being - 401(k) with a company match, interest free medical line of credit, financial education, planning, and support
• Multiple dental plans - including orthodontia
• Responsible for telephone triage and ensuring all requests for services are completed promptly.
• Gym memberships
• Complete all pre-enrollment duties including patient registration, insurance verifications and effective presentation of information.
• Personal and family mental and physical health access
• 4 Weeks of paid time off in the first year
• Ability to provide excellent customer service with empathy. Establish cooperative relationships with other employees and external customers.
• Utilize appropriate tone and affect for phone communication. Respond to all telephone service inquires.
• Answer Internal/External inquiries related to the scheduling and registration of patients for Terros Health, promptly, professionally, and efficiently.
• Assist in increasing Primary Care Physician (PCP) appointments by offering PCP services on all non-primary PCP phone calls
• Tuition at GCU and University of Phoenix
• Pet Insurance
• Successfully meet monthly performance call metrics. <60 second Avg Hold Time, <2% Abandonment Rate,
• Bilingual pay differential
• Child Care Support Program
• Benefits & Wellness
• Employee perks and discounts
• Wellness program
• Professional growth & development - including scholarships, clinical supervision, and CEUs
• Maintain professional communication with front office staff, back-office staff, and providers in all the health centers to assist in certain issues to assist in Call Center resolution.
• Car rentals
• Ability to accurately schedule appointments and complete registration for accuracy for maximum patient flow.
• Answer a minimum of 50 calls per day and Sustain a minimum 95% Monthly Quality Audit Score.
• Employee Assistance Program for the Whole Family
• Multiple medical plans - including a no premium plan for employees and their families

Apply with your resume at www.terroshealth.org/careers/

• Well-developed critical thinking and analytical abilities, in addition to time management, organizational, conflict resolution and judgement skills.
• Knowledge in call center production metrics and management.
• Must have a valid Arizona Fingerprint Clearance card or apply for an Arizona fingerprint clearance card (Level 1) within 7 working days of assuming role.
• Understanding of medical terminology and billing. A Medical Terminology Course Certificate is preferred. Proficiency using Microsoft Office suite including Outlook
• Medicare/Medicaid/Insurance experience Is necessary.
• Must pass a TB Test.
• This role is a non-driving position. This position is at one location and does not require travel to various Terros Health centers. May be 18 years of age and with less than two years’ driving experience or no driving experience.
• Minimum High School or GED. At least two years of prior customer service in a high-volume call center or medical setting. Minimum 1 year healthcare triage experience
• Proficiency using Microsoft Office suite and electronic health record system - experience with NextGen and Cisco telecommunication system experience a plus.
• Strong verbal and written communication skills, effective listening, positive demeanor.
• Must be in compliance with Terros Health’s policy for COVID-19 vaccination

Physical demands of this position are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• COVID 19 Precautions

Terros Health remains open for all our patients’ health and wellness needs. We have put in place many protocols to protect our employees and patients and to create a safe work environment. Visit our website to learn more https//www.terroshealth.org/covid-19/
At Terros Health we care about the safety of our employees and patients. We now require that all new employees have the COVID 19 vaccine prior to establishing employment. This represents our commitment to stopping the spread of this disease and protecting our community. Thank you for helping to protect our employees and patients.