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Healthcare Access Coordinator

2 months ago

Pensacola, Florida, United States West Florida Medical Center Clinic PA Full time
Job Overview

POSITION SUMMARY

The primary responsibility of the Patient Access Liaison is to manage incoming communications efficiently while adhering to exceptional customer service standards. This role ensures that patients seeking to arrange appointments at the Medical Center Clinic receive timely, personalized, and respectful support in navigating and scheduling with various clinic specialties. It is crucial to comprehend the needs of the caller and patient, ensuring appointments are organized at suitable times that align with scheduling protocols and the patient's convenience. A solid understanding of outpatient physician practice operations and various health insurance plans is essential to effectively assist patients during the appointment scheduling process. Close collaboration with different departments and individuals is necessary to manage the diverse multi-specialty schedules of the Medical Center Clinic.

KEY RESPONSIBILITIES

  • Respond to incoming calls and return voicemails promptly, following established guidelines for outstanding customer service.
  • Build rapport with callers, patients, and their families to ascertain their priorities and preferences.
  • Coordinate appointments based on patient requirements and preferences, adhering to established departmental protocols.
  • Direct patients to appropriate resources if unable to assist, ensuring follow-up to confirm resolution of their needs.
  • Implement a follow-up system to guarantee all outstanding requests are addressed promptly and courteously.
  • Maintain comprehensive knowledge of MCC specialties and services available to all patients.
  • Acquire first-hand knowledge of specific procedures and services (e.g., hearing tests, annual eye exams, wellness exams, colonoscopies, pain management injections, imaging, etc.).
  • Act as a liaison between patients and physician/specialty offices to ensure optimal scheduling outcomes.
  • Consistently project a professional image and representation of the Medical Center Clinic to patients and their families.

CORPORATE CULTURE RESPONSIBILITIES

  • Adhere to established corporate and departmental policies and procedures.
  • Participate in all required corporate and departmental training sessions.
  • Comply with MCC Service Standards.
  • Perform additional duties as assigned with a positive attitude.

EDUCATION AND EXPERIENCE REQUIREMENTS

  • High school diploma required; an Associate or Bachelor’s degree is preferred.
  • Two (2) years of experience in an outpatient physician office or relevant healthcare environment is required.
  • Extensive experience in scheduling, customer service relations in healthcare, outpatient insurance verification, or other administrative healthcare functions is required.

SKILLS AND ABILITIES

  • Exemplary customer service skills.
  • Integrity and character, with a willingness to embrace change and positively impact patients and colleagues.
  • Ability to collaborate with staff at all organizational levels in a team-oriented manner.
  • Quick learner with the ability to adapt to rapidly changing environments.
  • Professional appearance and demeanor.
  • Proficient in Microsoft Word, Excel, and general computer skills.
  • Strong command of the English language in both written and verbal communication.
  • Able to communicate effectively with individuals from diverse socio-economic backgrounds.

PHYSICAL REQUIREMENTS

  • Strength (Lift/Carry/Push/Pull): Sedentary (up to 10 pounds of force occasionally).
  • Standing/Walking: Occasionally; activity exists up to 1/3 of the time.
  • Keyboarding/Dexterity: Frequently; activity exists from 3/4 of the time.
  • Ability to view a computer screen for extended periods.
  • Ability to perform repetitive hand and finger motions.
  • Ability to work in various positions (standing, sitting, bending, and walking) for extended periods during an 8-hour workday.
  • Effective verbal communication skills required.
  • Visual and auditory capabilities required.

EMOTIONAL REQUIREMENTS

  • Exhibit stable work behaviors consistently.
  • Possess adequate coping skills for individual challenges.
  • Maintain composure and professionalism under workload or time constraints.
  • Ability to work under stress while remaining calm and professional.

WORK ENVIRONMENT

  • Frequent and constant interruptions in daily functions/schedule.
  • Must be accessible to customers and staff throughout the day.