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About the Role

The Senior Patient Access Assistant is the primary point of contact for Patient Access Assistants, patients, visitors, and outside entities, setting a welcoming and professional tone. This role provides clerical, administrative, and team support to ensure efficient outpatient front desk operations, enhance patient engagement, and support quality care.

Responsibilities

Coordinate and manage daily central intake duties.
Train, coach, and support Patient Access Assistants.
Provide corrective guidance and escalate concerns regarding Patient Access Assistants.
Address and resolve patient concerns using effective communication and de-escalation skills.
Participate in cross-training with other staff and departments.
Provide input on staff performance for annual reviews.
Act as a leader in quality improvement, productivity management, and workflow coordination.
Demonstrate professionalism, accuracy, organization, and respectful communication.
Check patients in/out, verify insurance, collect payments, schedule appointments, answer phones, and monitor incoming patients for health screenings.
Answer phone calls and redirect them to the appropriate staff.
Engage, coach, motivate, and support individuals via phone or open access process.
Establish and maintain professional relationships with individuals seeking or receiving services.
Assist with patient check-in, lobby monitoring, and calling patients back to meet with staff.
Schedule appointments for all outpatient clinic programs.
Provide general support and information to visitors.
Set up and maintain clinical records, including demographics, insurance, billing, and health information.
Conduct clerical duties such as monitoring email and fax, scanning information into EHRs, and signing visitors in/out.
Maintain a professional environment in waiting areas.
Exercise problem-solving and best practices within provider schedules.
Maintain clinical documentation upholding HIPAA regulations and confidentiality.
Attend staff meetings, in-services, and trainings.
Maintain a positive and respectful attitude, sharp focus, and organization.
Convey information between and within agencies.
Perform other related duties as assigned.
Supervise Patient Access Assistants, including interviewing, hiring, training, assigning work, appraising performance, rewarding, disciplining, and resolving problems.

Requirements

Ability to perform essential duties satisfactorily.
Ability to perform essential functions with reasonable accommodations for individuals with disabilities.

Skills

Listening
Clear communication
De-escalation skills
Professionalism
Accuracy
Organization
Respectful communication
Problem-solving

Location

Onsite

Work Type

Full-Time

Experience Level

1 year of job-related experience providing medical, mental health, or substance use focused services to individuals with chronic medical conditions and/or severe and persistent mental illness OR 2 years of medical office experience and 1 year of leadership experience.
2 years of supervisory experience (preferred)

Education Level

Associate's degree in human services or closely related field or equivalent experience

About the Company

Serves as the primary point of contact for Patient Access Assistants, patients, visitors, and outside entities.
Acts as the initial face and voice of THRIVE.