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Patient Access Coordinator

2 months ago

Baltimore, Maryland, United States MedStar Health Full time
Overview of the Role
Under general supervision, serves as the initial point of contact at the MedStar Care Connection Contact Center, welcoming callers on behalf of physician practices. This role is essential in fostering loyalty and anticipating patient needs while delivering effective customer relationship management. The coordinator gathers and documents patient information and inquiries by adhering to established protocols to arrange patient appointments for designated practice groups and/or various locations.

Key Responsibilities
  • Contributes to achieving departmental goals and adheres to policies, procedures, quality standards, and safety regulations.
  • Assists in troubleshooting during the appointment scheduling process and helps callers select physicians based on subspecialty or location.
  • Processes calls efficiently, remaining mindful of call volumes and managing peak periods effectively.
  • Cross-sells available locations or physicians according to established protocols.
  • Exhibits behavior aligned with MedStar Health's mission, vision, goals, and patient care philosophy.
  • Demonstrates proficient knowledge of resources such as Centricity Business, MedConnect EMR, and other necessary applications to assist callers.
  • Prepares and distributes weekly activity reports to relevant parties.
  • Displays empathy, courtesy, and respect in all communications with customers, ensuring thorough communication between key customer groups.
  • Facilitates new patient registrations and updates existing registrations.
  • Maintains a comprehensive knowledge base and skill set for scheduling across multiple subspecialties, meeting established accuracy goals.
  • Participates in required meetings, including training sessions with physician secretaries and regular staff meetings.
  • Engages in multidisciplinary quality and service improvement initiatives as appropriate.
  • Regularly reviews emails and other written communications to stay informed about protocol changes within the Contact Center.
  • May follow up with callers to assess satisfaction with services provided.
  • Responds to inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, and services in accordance with established guidelines.
  • Utilizes physician protocols to schedule appointments across multiple subspecialties, achieving established performance goals.
  • Validates and verifies insurance carriers against the MedStar Employed Physician Participation Listing.
Qualifications
Education
  • High School Diploma or GED required.
  • Associate's degree preferred.
Experience
  • Two years of customer service experience, preferably in a healthcare setting, required.
  • Experience in a hospital or medical office scheduling environment preferred.
Skills and Abilities
  • Able to navigate a complex work environment with high call volumes, coordinating with various departments, patients, and healthcare providers.
  • Typing speed of 40 WPM accurately; computer literate with the ability to navigate various systems and the Internet.
  • Demonstrates aptitude in learning and utilizing scheduling and electronic health record software.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Committed to providing exceptional service to MedStar customers, displaying strong listening skills and empathy.
  • Capable of working in a fast-paced, high-pressure environment while maintaining composure and effectively managing challenging situations.
  • Self-directed with the ability to multitask.