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The University of Vermont Health Network - Champlain Valley Physicians Hospital Patient Access Team Representative in Plattsburgh, New York

Under the direction of the Practice Supervisor, the Patient Access Team Representative (PATR) will interview and collect patient demographic, and record it into the practice's EMR information system. The PATR is also responsible for distributing required patient information in a confidential manner, scheduling the appropriate tests, follow up appointments, monitoring provider schedules, answering telephones and documentation in the EMR, ordering inventory and communicating with ancillary and clinical departments when necessary. The PATR will manage all referrals to speciality practices and obtain prior authorizations from insurance companies. PATR will work with insurance companies to maintain a working knowledge of changing insurance requirements; and update patient insurance info as verified.

  • Triage all in-coming telephone calls in a courteous and professional manner.

  • Respond to customer needs to the best of my ability, to eliminate return calls from the customer or other clinic staff.

  • Provide accurately spelled, detailed messages and notes to providers, nurses and staff when appropriate, in a timely manner.

  • Transfer calls to appropriate person as needed.

  • Minimize time callers are on hold to less than 5 minutes.

  • Arrive patients for appointments and collect co-payments.

  • Assist in maintaining provider schedules by scheduling patients into appropriate appointment time slots.

  • Telephone patients to remind them of upcoming appointments and follow-up on cancelled or missed appointments.

  • Assist in ordering office supplies to maintain levels for effective operations.

  • Schedule referral appointments and other services as ordered by providers while maintaining up-to-date knowledge of information required to process physician referrals.

  • Assist in maintenance of medical records; including but not limited to filing documents received daily, faxing reports and correspondence as required in a timely manner. Complete request of information (ROI) as received.

  • Pick-up and distribute mail to appropriate person(s).

  • Must maintain a working knowledge of changing insurance requirements. Works with insurance vendors to manage patient lists and requirements to capture incentive dollars.

  • Responsible to verify all super bills are complete and accounted for following established procedures.

  • Review medical necessity codes to ensure they are correct for ordered tests and labs.

  • Verify all services have been entered into EMR.

  • Enter charges into billing system.

  • Verify Medicaid coverage and monitor number of authorized visits, including completion of appropriate paperwork necessary to obtain overrides for future coverage.

  • Gather and maintain accurate statistical data as assigned.

  • Ensure prior authorizations for referrals are obtained from all third party payers including, but not limited to, Medicaid, Worker’s Compensation and Insurance Companies.

  • Responsible to provide medical record information utilizing medical release of information policy.

  • Type patient-related letters as necessary.

  • Maintains cash drawer, or bag, including reconciliation and documentation of balance at beginning and end of each day.

  • Responsible for collection outstanding balances due from patients.

  • Verify and update patient demographic information and insurance information for all patients including verifying insurance, Medicaid and workers compensation coverage.

  • Explain and provide Advanced Beneficiary Notice and Medicare Secondary Patient Questionnaire as required.

  • Other duties as needed.

  • High School Graduate or GED required.

  • Ability to read, write in English is required.

  • Successful completion of a CVPH medical terminology exam preferred.

  • Associates Degree in Business or Healthcare preferred.

  • Minimum of two years customer service experience or receptionist work experience required.

  • Ability to accurately type 30 words per minute required.

  • Experience with answering phones, taking and routing messages.

  • Experience successfully using Group Management, GE Centricity EMR, EPaces, Soarian Scheduling, and EPIC preferred.

    As applicable, the individual has training/competency in attending to the special needs and/or behaviors appropriate to the age of the patients for which care is being provided.

ID: 2023-31806

Department Name: Orthopedic Surgeon

Work Hours: Primary: 0645-1515; Secondary: 0730-1600 & 0815-1645

Hours Per Pay Period (For Portal Display): 80 Hours

Weekend Requirements: Weekends and holidays as scheduled

External Company Name: CVPH Medical Center

External Company URL:

Street: 75 Beekman Street