Salma Husen

From signing-in patients to completing insurance forms, a patient access specialist plays an important role in the business side of the hospital or medical clinic and is responsible for many tasks related to the revenue cycle within the organization. As a patient access specialist, you are responsible for adhering to strict patient safety policies to ensure compliance to regulatory agencies through proper patient identification processes, insurance verification, and financial services. At times you may need to collect payments in difficult situations, without sacrificing your excellent customer service skills.

A patient access specialist also answers incoming calls and makes outside calls to vendors; insurance companies for verification and eligibility requests; and follow up calls related to co-pay programs. All calls are documented in appropriate databases. You may also be required to respond to inquiries regarding operations and requests, specifically the status of patient coverage eligibility and benefits, authorizations and billing, product shipments, and financial and clinical requests.

• Answering and responding to incoming calls, online chats and emails from retail stores and external customers as well as the internal inquiries and requests.
Perform customer verifications
• Process orders, forms, applications and requests
• Direct requests and unresolved issues to the designated resource
• Manage customers' accounts
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints

• Respond promptly to customer inquiries
• Book appointments or reschedule them if needed
• Handle and resolve customer complaint