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.