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At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.
Summary:
The Patient Access Center Agent I contributes to overall patient satisfaction by delivering exceptional customer service to patients, families, caregivers, providers and the community during inbound interaction through various channels of communication in a call center setting. Performs a complex variety of patient care activities including, but not limited to, accurate appointment scheduling, pre-registration, financial services to achieve first contact resolution and optimize patient flow. Consistently demonstrates Memorial Healthcare System's core values and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visit, and maintain all support processes. Possesses strong verbal communication skills including good voice quality, diction, and articulation. Demonstrates professional interpersonal skills, uses independent thinking, and displays courtesy and empathy throughout the delivery of care.
Responsibilities:
Enrolls and activates patient portal accounts; escalates any issues in accordance with established process.
Functions as an effective team member with co-workers and the community to build productive, collaborative relationships that support achievement of program goals and objectives.
Practices active listening skills and uses partnering communication strategies
Processes effectively various EMR work queues by updating, deferring or editing information following established protocols and workflows.
Demonstrates behavior consistent with the organization mission, vision, goals, objectives, and patient care philosophy.
Communicates effectively with both internal and external customers including, but not limited to, notifying clinical staff of new patient appointments.
Collaborates to deliver a seamless, exceptional patient experience across a broad range of customer touch points, channels, processes, and applications, including telephones, emails, web chats, texts and faxes.
Answers incoming and makes outgoing calls for stakeholders, referral sources and new patients for the purpose of determining eligibility, insurance and scheduling new patient services within established time frames in a fast paced, high volume call center environment.
Be able to easily accept and adapt to changes in procedures, programs and role functions based on the needs of the department.
Communicates in a positive, respectful, empathic, and courteous manner.
Creates, updates and accesses confidential client data in company Electronic Medical Record (EMR) with a high level of confidentiality and accuracy.
Responds to inbound interactions utilizing the EMR to schedule and confirm patient appointments, complete patient registration, handle financial services activities, and answer inquiries for divisions following established department protocols to ensure patient safety and data integrity.
Demonstrates the ability to prioritize and multi-task, operate multiple web based systems simultaneously, access and comprehend information, and perform data entry with a high level of accuracy.
Competencies:
ACCOUNTABILITY, ACCURACY, ANALYSIS AND DECISION MAKING, CUSTOMER SERVICE, ORGANIZATION SKILLS, PATIENT AND FAMILY CENTERED CARE, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR
Education and Certification Requirements:
High School Diploma or Equivalent (Required)
Additional Job Information:
Complexity of Work: This role requires critical thinking skills, effective communication, decisive judgment, and the ability to work with minimal supervision. The incumbent must be able to work in a stressful environment and take appropriate action when required. Requires great attention to detail. Required Work Experience: One (1) year of customer service experience. Call or contact center service experience preferred. Prior experience in a healthcare setting preferred. Bilingual - Spanish preferred.
Working Conditions and Physical Requirements:
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