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Access Coordinator

3 months ago

Cincinnati, United States Mayfield Brain and Spine Full time
Job DescriptionJob Description

Education/Experience:

  • High School diploma
  • Minimum of three years of work experience in the healthcare field

Skills:

  • Demonstrates excellent customer service
  • Ability to manage and prioritize multiple tasks in fast paced environment
  • Strong problem solving, problem prevention and decision making skills
  • Ability to convey empathy
  • Excellent oral and written communication skills
  • Ability to maintain composure and restore calm in a stressful situation
  • Uses good judgment and diplomacy when dealing with others
  • Desire and ability to work in a team environment
  • Computer proficient with ability to learn multiple software applications
  • Ability to work with minimal supervision

Essential Functions:

  • Help develop and maintain a corporate culture that supports the mission and values of Mayfield Clinic.
  • Provide excellent service to internal and external customers.
    • Demonstrate empathetic, helpful and courteous behavior to all customers.
    • Exhibit ability to express appreciation of the customer’s unique needs.
    • Speak clearly, use good grammar and proper pronunciation. Use voice inflection that communicates understanding and concern.
    • Demonstrate good listening skills.
    • Demonstrate ability to respond appropriately to patients’ fears, anxiety and anger.
    • Demonstrate ability to assure customers of Mayfield’s desire and ability to meet their needs.
    • Demonstrate ability to gain caller’s understanding and acceptance of Mayfield Clinic processes.
    • Exercise initiative, creativity and courage to act in the best interest of the patient.
  • Effectively execute Priority Consult Responsibilities.
    • Enter complete, accurate & pertinent information into the medical history in Priority Consult.
    • Measures of Success:
      • 99-100% Outstanding
      • 97-98% Very Effective
      • 95-96% Effective
      • Below 95% Needs Improvement
    • Follow proper procedures.
    • Demonstrate understanding and skill in the use of Priority Consult software.
    • Effectively communicate to the patient the physician’s recommendation.
    • Effectively identify and process urgent patients.
    • Use correct spelling and grammar in the history form.
  • Effectively facilitate the Patient Registration and Appointment Scheduling Processes.
    • Enter complete and accurate information into the Centricity Practice System (CPS).
    • Measures of Success:
      • 99-100% Outstanding
      • 97-98% Very effective
      • 95-96% Effective
      • Below 95% Needs Improvement
    • Follow proper procedure for creating new accounts.
    • Demonstrate understanding and skill in the use of the CPS system.
    • Demonstrate understanding of the individual practices and physician protocols.
    • Ensure all materials are mailed to patient in a timely manner prior to their appointment.
  • Work effectively as a team member and share workload in an equitable manner.
    • Consistently handle ACD calls proportionally to staffing levels and department needs.
    • Routinely access Priority Consult “Waiting for Phone Call” queue and contact patients with physician disposition.
    • Routinely access Priority Consult "Referral Ready for History" queue.
    • Return department phone messages and process patient referrals received via fax.
    • Provide coverage as needed for the Access Coordination Assistant (Switchboard).
    • Manage assigned PACS list(s).