Patient Access Coordinator (Call Center)

SWLA CENTER FOR HEALTH SERVICES

JOB TITLE: Patient Access Coordinator (PAC I and PAC II)

DEPARTMENT: Call Center

SUPERVISED BY: Site Operations Manager

SUMMARY: We are looking for a professional, service-oriented team player to join our very busy clinic. As a Patient Access Coordinator, you will be the first point of contact and play an essential role in creating a welcoming and supportive environment for our patients and guests. Candidates must be able to manage large amounts of inbound and outbound calls in a timely manner. PACs are required to accurately schedule both new and established patients.

EDUCATION, TRAINING AND EXPERIENCE:

• High school graduate or GED certificate.
• Medical Assistant training or certification preferred.
• Switchboard experience desired.
• Experience in healthcare, healthcare office, call center, switchboard, or reception.

JOB RESPONSIBILITIES:

• Responsible for releasing center telephones from answering service no later than 30 minutes prior to the start of the clinic operations.
• Answer at least 100 calls per day
• Answer patient calls on the first ring and within 60 seconds
• Handle calls for all SWLA Center for Health Services sites
• Responsible for turning the phones over to the answering service each day, 5 minutes prior to the conclusion of clinic operations.
• Manage large amounts of inbound and outbound transfers in a timely manner.
• Answer incoming calls promptly, courteously, and with a smile.
• Input data into the company computer platform to keep patient records updated.
• Maintain customer satisfaction ratings based upon the criteria provided.
• Follow established communication script(s) while answering and screening incoming telephone calls and directing calls to appropriate staff.
• Maintain effective communication with clinical staff of cancellations, walk-ins, and late arrivals for appointments.
• Assist scheduling specialist with rescheduling patients when providers are unable to fulfill clinic obligations or have moved their assigned clinic schedules.
• Document all patient messages in EHR, with detailed information including given name, return phone number, and the date and time of call.
• Upon receiving calls from hospitals and nursing homes, obtain information and inform nurses of the nature of the call immediately.
• Use company policies to determine if there can be an immediate resolution to a patient issue or if the issue requires Managerial input.
• Participate in training and other learning opportunities to expand knowledge of company and position.
• Attend organizational and departmental huddles
• Demonstrate a commitment to the SWLA Center for Health Services Pillars (Access, Quality, Compassion, Community, Innovation, and Service)
• Other duties as assigned by Supervisor.