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Patient Access Coordinator

2 months ago

Columbia, Maryland, United States MEDSTAR HEALTH Full time

Position Overview:
MedStar Health is seeking a

Patient Access Coordinator

to

become a vital part of our

organization

. We are in search of a Certified Medical Assistant who possesses exceptional attention to detail and the capability to thrive in a fast-paced and intricate

setting

. The Patient Access Coordinator serves as the initial point of contact for callers on behalf of MedStar Health, fostering loyalty and anticipating needs while delivering effective customer relationship management.

Collects and documents patient information and inquiries by adhering to established protocols for the Lab Call Back program, and/or to arrange patient appointments for designated practice groups and/or multiple locations.

Facilitates communication between patients and practice site personnel. Advocates for the caller/customer to ensure their needs are met and to enhance

the

overall

patient experience. Exhibits the ability to

build

and maintain strong relationships with patients and their families through active listening, empathy, courtesy, and professionalism.
Availability to work nights and weekends, variable schedules, and overtime as needed is essential.
Join one of the largest healthcare systems in the Baltimore-Washington metro

area,

recognized as one of the "Healthiest Maryland Businesses". Discover how MedStar Health can be your next significant career

step

Key Responsibilities:
Accountable for managing inbound and outbound calls to

identify

and evaluate callers' needs promptly and accurately.

Addresses issues systematically, employing sound business judgment and critical thinking skills.

Ensures comprehensive communication between key customer groups, including internal and external clients, in a timely manner.


Maintains knowledge of scheduling and lab call back protocols and designated skills to achieve established goals for scheduling accuracy, result call backs, daily call metrics, and defined individual/team objectives.

Possesses subject matter expertise in assigned specialties and/or lab call back scripting and workflows to effectively respond to patient inquiries, prepare prescription refill requests, lab result inquiries, and clinical questions for providers.

Demonstrates a proactive approach to patient safety by reporting patient safety events and near-misses,

identifying

and implementing opportunities for improvement, and seeking systemic solutions to safety concerns.

Maintains vigilance for patient/caller medical or health issues that may require urgent attention

.

Promptly alerts clinical personnel or intervenes as per departmental protocol.

Exhibits characteristics of inquiry, empathy, courtesy, compassion, and respect during interactions with customers.

Strives to de-escalate situations and provide

solutions

for patients/callers

.

Demonstrates proficiency in utilizing various MedStar Health technology and software applications as

needed

to

assist

with the caller's requirements; documents patient/family call encounters; and reports patient/workflow concerns as

appropriate

.

Facilitates

/ updates

patient registration

. Conducts outbound calls to patients

regarding

COVID
-19 negative lab results through standardized scripting.

Participates in physician/provider practice meetings as

required

, including training with physician practice secretaries, regular staff meetings, and/or other training sessions as directed.

Engages in cross-training initiatives to

develop

comprehensive

knowledge of the call

center

.

Contributes to multidisciplinary quality, safety, and service improvement teams as

appropriate

. Attends departmental

meetings, serves on committees, and represents the department in community outreach efforts as

appropriate

.

Qualifications:
High School Diploma or GED

.

Completion of an accredited Medical Assistant (MA) program

.


2 years of experience in a high-volume customer service role, analyzing and resolving customer concerns ranging from basic to complex.

Minimum of 1-year telephonic customer service experience

.

Certified Medical Assistant (CMA)

by the American Association of Medical Assistants

OR

Registered Medical Assistant (RMA)

by the

American Medical Technologists Required

OR

equivalent within 12 months of hire.